Highlands Practice

This practice is so inefficient. Simple things like blood test requests, ordering prescriptions become a headache because the staff haven't ordered them when they have been asked to. We have to keep repeatedly calling in to make sure they have done it, and they never apologise for the inconvenience, stress and delays they cause us.

Reception staff are very rude, with the exception of Sam.

Most of the doctors are ok though. You'll just have to get through the many barriers which exist before you can speak to them!

I saw Dr Walker today. She was competent , compassionate and kind.

The phone system needs a review but the care I received was first class. Thank you NHS ♥️

I’m honestly shocked how rude they can be, all of them.

In a process of registering with them, gave them the registration form at the beginning of August they couldn’t be no to contact me for health checks or eventually taking my medical history and checking my needs. I’m with chronic conditions and need medication every day, had to contact them to escalate the case before running out of medications.

My call to the gp went like:
Me: I’m running out of medications and still haven’t heard back from you since I gave you the registration form
Gp: do you have any medical conditions?
Me: yes I have xyz!
Gp: so are you taking any medications?
Me: yes I do take xyz!
Gp: so do you have enough medications?me: no!
Gp: have you been for health check with us?
Me: no because I said nobody contacted me.

The gp I spoke to had zero empathy was almost yelling at because I was asking her questions about my registration and eventually requesting repeated prescription. Additionally had to keep asking them how I can provide my medical history to them because didn’t realise I have to.

Eventually had my health check with another rude person who I felt could kick me out if I asked another question on how to request medications which I need.

I been to multiple surgeries across London and UK, I’m used to rude receptionist but not to rude healthcare providers.

These people are working with so many vulnerable or ill people is just unacceptable the way they are treating patients.
If they worked in corporate they would have been fired on their first week.

The award for rude staff is going to Maryanne Constantin, zero activite listening, zero kindness, zero bed manners

Well done

The times I have had occasion to visit this surgery the ladies on the front desk have been nothing less than helpful and understanding
Also Maria in BP charming
This is a very stressful job
Well done Rita who always seems to be there
No comment for Lloyds!!!
VT

Unless you don't mind being talked down to. The reception staff are as awful and rude in person as they are on the phone. Will do their very best to ignore you while you are clearly standing there waiting in line. Getting a doctor's appointment isn't easy but that can be said for anywhere. It's the total lack of respect and politeness that really will get your back up

Update 3 years on:
I brace myself for the rudeness I'm about to encounter as I enter this awful place. But each time, one receptionist, when she slaps my daughter's test sample kit down in front of me and turns away without a word, it leaves me absolutely speechless. I leave there shocked and annoyed with myself for not having the guts to call her out on this. But I'm younger than her and I find it quite embarrassing that I have to teach an older person manners.

I went in today, she was very annoyed it seemed anyway. Was taking it out on a fellow doctor. Couldn't find my sample, my daughter who has just come down with norovirus starts screaming because we're waiting for her to look. I bear with her with patience until she tells me the kits are not here, can I come back next week? Luckily her colleague found what I needed straight away but why is it that an apology seems to cost you so much? You decide to slam the test kit in front of me as if I inconvenienced you with my sickness. I have complained to the surgery because it's not the first time. Let's see if they care about their reputation and change things up. Word of warning: if you're sick, and this is your surgery, brave it out or go to urgent care where you might not be treated like dirt. And the receptionists at Highlands, let me tell you something, very few of us LIKE our jobs or get treated how we'd like to be treated. I wouldn't dare speak or behave the way you "ladies" do. You should all be ashamed of yourselves.

Absolutely shockingly terrible professionals at the front desk, I wanted to make an emergency appointment and went to urgent care (have been seen) before the doctor returned my call to find out what the issue was lol 😂. I will be making a formal complaint to health England regarding how our tax is spent on a useless service. Been attending for over ten years and it is just trending down in that time. Receptionist are always rude and speak down to people, no manners, when you say good morning as you expect in a telephone greeting you won’t have the same politeness returned. After ten plus years I’ll be looking for a different general practice for me and my family. Most of the doctors and all the nurses are polite and helpful when you somehow find a path to an appointment (good luck with that!). Also still not seeing people just telephone appointments first what a joke.

Always had decent experiences overall at this surgery but two bits of feedback - the telephone switchboard closes for an hour at lunch (1-2) everyday. What’s that about? Also the receptionists seem to think asking you about your medical conditions and reason for an appointment, loudly, in the reception area in front of strangers is normal. What’s that about? Perhaps I’m old fashioned but is doctor patient confidentially no longer a thing?

I went to make an appointment for my daughter & was asked if I could review their service. I am very happy to recommend the kind & patient staff at Highlands.

The receptionists are always lovely & it's these people who deal with the stressful frontline public that we take so for granted.

Thank you ladies for so gracefully dealing with the constant bombardment.