Hillview Medical Centre.

Unfortunately the surgery is very inefficient now and to reach them on the phone is very hard. When we joined years ago they were excellent. Now patient has to fill in online form in order to get it to the clinician. And hope they think your issue is worth making an appointment for. Doctors are good but unfortunately the system they have in place is terribly unreliable and let's people down. And if you complain about their service they will ask you to fill another form until you become so exhausted from the whole process you give up. Like I said doctors are very good but all admin and system is a big mess.

So very disappointed with the service I am receiving from the surgery via the online system.
Prescription completely missed even though I communicated and received a response via the online system! Now I've been prescribed something the pharmacies have not had in stock for ages! Terrible service

Had to order an urgent prescription today as I was due to run out of my medication. I normally stick to the rule of 2 working days but I forgot this time.
I was able to order my medication perfectly via the website.
I checked my NHS app and couldn't see any medication on there.
I spoke to a receptionist this afternoon who was very helpful and reassured me that the medication had been sent to my pharmacy.
I was surprised that it had been sent so promptly and I am very grateful.

With regards to appointments, I have been satisfied each time with getting an appointment. Even when booking an appointment in advance for a medication review. The clinicians I have spoken to have been very understanding and professional. Advice has been sent to me promptly following the appointment.

People are very quick to leave a negative review so felt it was right to share my positive experience with the practice and it's patients. Keep up the good work Hillview Medical Centre!

As with many others who have shared their experiences here, I used to be very satisfied with Hillview Medical Centre.

Recently however, they have ‘updated’ their website - it is now an abomination, and so difficult to find anything. A maze of complex buttons and forms; and you have to input your personal details for every enquiry because there is no way to log in or save these for later enquiries.

Contacting the surgery is challenging. You aren’t allowed to call them anymore - you are required to fill out an online form between the hours of 8am and 4pm and they suggest they will get back to you within 4 working days. That doesn’t always happen.

And yes - you read that right - an online form that they will only accept if you fill it in between certain hours. It’s bizarre!

At one appointment, having suffered with repeated bouts of tonsillitis, I asked the Senior Nurse Practitioner what she thought might be causing it. She called me a hypochondriac - despite my presenting with very clear and visible pustules in my throat. The practice manager apologised and said there would be some training needs addressed - but it shouldn’t have happened in the first place.

On another occasion, I received a text message telling me to call the surgery. When I did, I was chastised by a receptionist for not using the online form. When I complained on that occasion, I was told ‘It is a standard text message and doesn’t override the requirement to contact them only through the online form’. Again, bizarre!

I’d love someone from the surgery to actually read these reviews and speak to patients about their experiences and frustrations - because they seem to be burying their heads in the sand right now and pretending these issues don’t exist.

As of August 2022, I really could not recommend them.

Receptionist shouted at my mother and made her cry. Said my old disabled father couldn't join the surgery because he couldnt fill in the online form (he has a parkinsons like condition preventing him from writing)

After a while she reluctantly accepted to bring a paper form and let him join.

My mother got a £100 fine for parking in the doctors spot by accident. She was so flustered by the horrible receptionist she forgot her number plate to get the fine revoked and walked out crying. My mum was a teacher specializing in teaching expelled pupils and has pretty thick skin, so when she is shocked by how nasty this woman is it says something.

The idea that someone so cruel and devoid of empathy is let anywhere near a doctors surgery is a bit baffling.

Ever since an employee named Mike joined the surgery as a receptionist in Hillview medical centre woking, the centre has gone downhill. I'm not one to complain but this person is consistently combatent on the phone, very rude and not a people person.

We joined this surgery shortly after we came to Woking and have been with them for over 33 years and the doctors have been excellent. However the administration seems to have deteriorated significantly over the last few years. The issue that infuriated me and I am sure many others is waiting on the phone, hanging for 15 to 20 minutes and being told your call is important and please hold the line and then remarkably you are cut off. You try again and the same thing happens so you have now wasted close on 45 minutes. There is no voice saying you are 10th in the queue etc and thus you would feel progress is being made.
How anybody in a commercial would survive with that customer attitude but for us poor souls who subscribe billions to the NHS this is considered fair game

I was unable to book an appointment or make any contact at all online through their website. Their website said: “this form is not currently available”.
I was unable to book via patient access, it said: “sorry, your practice is does not currently have any appointment slots that can be booked online”.
I was unable to book an appointment by telephone. It stayed on hold for ages with no indication of where I was in the queue.