Hill Brow Surgery - Barnsley

Laura

MUCH better now we have the online form to use. Like previous reviews have said the phone call system is just pointless. Once your call gets to 90 minutes it glitches and you may as well hang up because you won’t get through after that. I’ve driven up to Hillbrow whilst being on hold for hours and the phones haven’t even been ringing. The GP’s are genuinely very good and I’ve never had an issue with anyone from the reception team.

N MICKLETHWAITE

Saw Dr Richards 17 Jun regarding my mother who had recently been discharged from hospital with a chest infection. On her discharge the hospital had specified that a blood test and chest x-ray should be arranged by the GP for late Jun/early Jul. Went through this with Dr Richards in our face to face appointment and was given the details to arrange blood test and x-ray. No problems arranging blood test, but when I called to schedule an x-ray hospital said there had been no referral made for mom. This isn't the fist time a GP has failed to carry out what I can only believe is a fundamental referral to hospital and I was obliged to travel through to GP again today (27 Jun) to try to rectify error. I'll see in next few days whether the referral is actually made, but I'm not holding my breath. Save the NHS? Yes, I do believe it is in need of saving, but I fear it's not money that it needs, it's staff training and a kick up the backside for staff who don't do what they say they're going to do.

Ang 77

From reading the reviews people seem really unhappy with this surgery and its appointment system. I’ve been a patient for nearing 10 years and i have never had a problem. The GP partners are all brilliant knowledgeable and lovely. Their new system of filling in a form initially (which i understand has been adopted at most practices) has worked fine for me. Maybe not preferable to being able to call, but this system seems to be the way it is everywhere now. I’ve never had a problem with the reception team either they’ve always been really lovely with me.

Carol Bell

Excellent gps, and really pleased with all that they do. All the staff work really hard. However, trying to book a non urgent appointment on line appears to have stopped. Each time I am redirected to another system unable to book an appointment. Text message then redirects me to book on line again.I feel I am stuck in a Dr Who time loop episode

Lynsey Wood

Whenever I feel I may need to speak to this surgery regarding anything, I am filled with pure dread...
1) I don't believe for a second that their phonelines are manned throughout opening hours. To be on hold for over 90 minutes and then be cut off is simply not acceptable. I've called what I perceive to be quiet times (i.e 30 mins before closing) but clearly the reception staff have clocked off for the day and your call will just not get answered. On 2 occasions after being on hold for over an hour, I've physically driven up to the surgery to see what carnage is taking place within the building to make it so busy. Unsurprisingly, the surgery has been completely empty on both occasions. What is going on!?
2) Due to my job I cannot have my mobile phone with me during certain times. When I am expecting a call-back I leave alternative contact details with reception staff. I also request either text or email as another alternative. These are NEVER adhered to, and then I'm accused of being a time-waster when I'm unable to take calls on my mobile. What is the point in logging alternative contact details or methods if they are simply not looked at? Total incompetency.
3) Most of the staff do forget that if someone needs to speak to a GP regardless of the issue, that patient is usually already in some form of distress or pain. There is zero compassion or empathy from reception staff and when I've challenged them on the occasions where there is some shortfall in service, I've never been offered an apology or a resolution to the issue. I would never condone being abusive or aggressive with NHS staff, but when a surgery presents itself as being so un-patient orientated, profit-driven and dismissive to its users, I can understand why some people may lose their temper.
4) The only reason I have not registered with another surgery is that the GPs are truly fantastic. One the elusive occasions I've been offered a face-to-face appointment, I've always felt genuinely listened to and never rushed. They are thorough in their investigations and I always have faith in the GPs at Hill Brow.

Chris Stewart

My wife was registered at Hill Brow and what a disgusting service they offer. I’ve been on the phone now nearly an hour in a queue waiting to make an appointment for my son. It’s obvious they can’t cope with the number of patients on there system therefore can’t give a quality service.

Lydia Poskitt

Waste of time even trying to contact Rotherham Road. They try to force you to book online but you can't it is always closed. If you ring they do not answer the phone, it starts with a queue but then leaves you on hold hours until they cut you off. Assuming they just turn it off a when you go in, you have to because the phone is a none starter if is total silence the phone isn't even ringing. I guess problem solved when you leave for another surgery. Disgrace this place cant even get through to check routine bloods.

Samuel Watson

Me and my wife are trying to get a Fostering Medical form completed by our GP, however the staff at hill brow seem to be ignorant or incompetent. All sources state medicals are done via your GP, after now asking the surgery on three separate occasions and knowing someone who’s had a foster medical done there they keep telling us they “don’t offer them” “can’t help us”.

We’ve now reached out to multiple other GPs in the local area and they have all told us they cannot deny a patient’s request for a medical nor refuse to provide the service.

Currently on hold to attempt a 4th time to get this sorted.

Edit - after speaking to the surgery manager I’ve been told that 12 or so months ago the surgery took the option to stop taking medical bookings as they “not not required to offer this service” as it is not a “contractual obligation” and that it takes too many resources.

Which is weird considering foster medicals are paid for, they get to send to a bill to the company requesting the medical. So if it’s an issue of resources then surely it would more than pay for itself?

I’m fully aware of the state of our health service and that it is not the fault of the healthcare workers but that of 14 years of Tory mismanagement and intentional neglect. However this feels like hill brow just being a barrier to kids in need and to itself turning away easy funds.