Less that’s 1 star if I could! Been with this gp a while now. Every time I call or speak to a member of staff at reception I have to constantly deal with sarcasm and rude behaviour absolutely disgraceful unprofessional they never answer there phone either and when they do you wish they hadn’t at all. They need to close this GP down for the better of this community or at-least get some people in to assess and actually witness what’s happening in there and make a change this is ridiculous. I will be making an official complaint in writing to the Parliamentary and Health Service Ombudsman and the Independent Sector Complaints Adjudication Service. I’ve absolutely had enough with this rude insensitive service!

Been trying to get an appointment for my daughter for 4 months now and every time I ring at 8AM when the phone line opens. Each time I'm caller number 30 and on every occasion I'm told no appointment available. Her condition is getting worst so I'm going to end up at A&E as the GP surgery is inaccessible to everyone. Covid is being used as an excuse for everything. I'm a health care professionals myself and I don't understand how they can have no appointment at 8 when the service starts at 8. The staff at reception are so unprofessional . I'm looking to change GP . It doesn't deserve 1 star. Worst Gp surgery I've experienced .

Cape Hill Medical Centre was a proper doctors surgery when you had the likes of, Doctor Towers and Doctor Mcrorrie. The reason why I state these two doctors is because they are way above the others. Basically, I don’t really need to give you a review as all these recent ratings of 1 and 0 star’s tells it all. As for the receptionists, are totally unprofessional and need re-training of how to address people. I could go on all day about this but it won’t make no difference because nobody has got any intentions of stopping these unprofessional and rude people, so have a nice day 👎👎👎👎👎😡

I wouldn’t even give it one star. Absolutely disgraceful. Me & my family have been registered with capehill medical centre for many yrs now and always have to deal with horrible staff at the reception whether it’s face to face or over the phone. They lack costumer service skills! they are absolutely rude to you, no compassion or empathy. If you want to speak to the practice manager they refer you to Rupinder who is NOT the practice manager, she then speaks to you in the worse possible manner. Very condescending. Makes the situation worse and upsets you even more then you already are with your health. The only good thing I can say about the practice is that the GP’s here are great. But nothing nice to say about the non clinical staff! What surprises me is that, how do they get away with speaking and treating the patients the way they do!!!

The African receptionist is extremely rude and abrasive. He walks away from customers as they address him. He refused to hand my mother a doctors note that was addressed in her name. He even opened it in front of her and threw it at her, demanding that she read it whilst withholding the envelope. He should not be in a front facing role. He also doesn’t answer the phone.

I want to give this surgery 0 stars due to recent experience. Getting an appointment here is like winning the lottery. But this would be an unfair review as my family and I have been coming here for years and all the nurses and doctors are more than amazing and deserve a 10 star review. From reading other reviews this seems like a common problem. I hope this is a temporary glitch and all these bad reviews turn into good ones.

The problem is with the reception and secretaries. I am not sure how can they speak to people in such bad manner over the phone. We call the surgery in the morning at 8am, and wait in the que for more than an hour just to be told there is no appointment available, call tomorrow. One occasion the receptionist was making the decision that my daughter doesn't need the appointment. Why there is no pre bookings available? Why there is no online booking system available? Why they don't give you a slot with the extended clinics available for the weekend. I myself a nurse working in the hospital, it's impossible to call them 8am in the morning when you start your work at 7am in the morning and only finishing alate in the evening. Who are they trying to fail? The reception team need a proper training and awareness session. I can certainly say all the reviews given by others are my experience as well The doctors and nurses are doing a good job, bit the barrier to them is the poorly trained such arrogant admin team .

If I could give 0 stars I would. This is one of the worst GP surgeries I have ever used. 3 days in a row I have called at 8, stayed on hold for 1.5 hours on Monday, 1 Hour 8 mins on Tuesday and 1 hour on Wednesday. To be told there are no appointments left. And no appointments allowed to be booked in advance. How awful is that? Need to get in touch with CQC and other monitoring boards because this is not okay. This place should be shut down

They might as well close you have more chance of winning the lottery than getting an appoinment. I have been phoning for weeks finaly got though to be told by the African Receptionist theres only appointments for under 5s and palative care. I didnt realise Drs surgeries could be so picky about who is ill and not. Terrible service ....

The worst practise ever!!!!! The most stupidly slow and frustratingly rude people in the reception. Always late with prescriptions so you have to do them about a month in advance 😭 I changed because I moved house and they told my new gp I didn’t exist, when I rang them up they said I do exist and said ‘so what do u want’ so rude and just ridiculous 🙄 my partner rang up and asked if he could have his one medical record to transfer dr and they said no he has to go into the pharmacy to get them. We now live in Scotland. I would never go here if you have important medication as you won’t receive it on time and it will mess with your body clock not taking the medication regularly

The receptionist is rude! Can't believe they're allowed to work there! Give them a call at 8am in the morning. You'll wait on call for 2 hours, they then have a go at you for calling so late! This is a joke. The management is the problem here otherwise they would have been fired long ago.

I can give 0 to the Reception . I am so disappointed with the service they do I give the call at 8 am and I have wait about 1 hours at the end they we’ll say no appointment left . But the doctor and nurses are really Amazing

This is without a doubt the most pathetic and unacceptable excuse for a medical centre I have ever witnessed. It takes hours upon hours to even get through to anyone, and when you do they will often just say there are no more appointments and hang up on you. When you can get an appointment, the doctors and staff are rude and unhelpful, even going as far as to laugh at the pain of their patients, while providing little to no help or care at all. They have shown a complete lack of empathy or sympathy for those they are meant to care for, so please save yourself the stress and time of associating with this dumpster fire of an organization.

I am usually the first to complain about reception service. I too find that if I call at 8, its only at 8.15 I am told I am above number 30 in the queue. At which point do they know all appointments have gone and why not have a blanket message to all waiting saying , no appointments left rather than keep them waiting for an hour and above. I always feel rushed when speaking and cut off. Why asked date of birth when no appointments left plus so much information initially when making the call at 8am before option to make an appointment , no wonder I end up starting at number 2000!!!!. The covid vaccine appt tel numbers are read at such speed , I feel sorry for the elderly that call in. HOw is one supposed to take the numbers down so fast. Why not say at the beginning , have a pen handy as numbers for vaccines will be provided later in the message. I find reception staff rude , abrupt and with no people skills. There is one blonde english lady who may be new and she seems polite and actually listen in person. Her voice is welcoming and patient too. Remember it is sick people phoning. They don t want to end up feeling frustrated and angry after calling the surgery. However , I must have a fair and balanced review. Lately , I have had a few experiences that have been very good and surprisingly extremely helpful. from reception staff. They are trying and must be acknowledged for this. I think they could do with having more reception staff or phone answerers. Also stop employing kids of 17 that can barely string two sentences together and have few or no interpersonal skills. Its not enough just to stick a man or an asian face as a token gesture behind the desk. All races should be given adequate people skills training. I must also mention , Dr Bates is an Angel. She cares, she listens, and is as authentic as they get. Met her for the first time. What a blessing to the centre. Thank you

If I could leave no stars and a review I would. After trying to get an appointment for the past week or so and being told no appointments are available even after being on the phone for the best part of 2 hours. Todays call was the absolute worst. A gentleman answers the phone extremely rude and acting like I’m wasting his time he cut me off while I was still speaking. I’m gobsmacked at this. I’m usually not this petty, but do you know what? I am now. Even if I have to be on the phone for another 2/3 hours I’m gonna get through and speak to the practice manager and take this all the way. Not only has the level of service gone down hill at this surgery but they’v become extremely rude. I only hope the staff at this surgery read this review and bring some change into the way they behave with their patients. To them it’s just another patient but that patient could be going through some real issues and their attitude could be the final straw for them. Iv not even bothered with my GP for the past year or so because this level of service has been going on for quiet a while. But sometimes it becomes essential that u need help only a GP can provide. If I can solve an issue with over the counter medication I do that without hesitation. But when u have children with special needs or elderly parents sometimes you need your GP to step up and help. But don’t hold your breath whilst waiting for help from this surgery. Needless to say I’ll b moving from this practice but not before I make my call and complain about the disrespectful behaviour by a member of their team today. They really need to start training their staff to do better and be better.

Called at 8AM on the dot this morning and retained my queue position. Called back at 8:30AM, I am now on position number 8. Then the call fails. I call back and I have lost my queue number! Now I am in a queue of over 30 people which is not fair! Why dont you all have a better phone system whereby it picks up the caller's phone number and retains the queue number even when the call fails?! Honestly, its a bloody joke!!

Whilst been checked for another condition GP noticed a mole she was concerned about and referred me to hospital. A subsequent follow up a mole was removed and was diagnosed as cancerous but very early stage. I am so grateful for the due diligence shown by the GP in noticing and referring me. A job well done.

A disgrace to their patients. As previous reviews no appointments. Joke of a system where you have to ring in. Like so many others I work. I cannot use my phone at work. Its a gimmick so they dont have to see anyone. Even for joint clinic. Someone has had a brainwave where you are placed on a waiting list. Another system so they dont have to see anyone. The nurses at city hospital laugh when i mention chmc. Just close the place down if you guys dont want to do your job. Or let someone else do yours and show you how it should be done.

Absolutely disgusting behaviour from admin staff. They have no compassion for patients at all. I’ve coming here for years, it extremely hard to make appointment. The system here is not expectable. The admin have to be looked in to. You can’t talk to people as they please. I understand they have job to do but this a GP surgery.

I was seen by Dr Mills who was absolutely phenomenal. He went out of his way to assist me. He was kind, professional and very empathetic. He resolved an issue A&E couldn’t on 2 different occasions. An absolute dime! Thank you so so much!

If I could give no stars I would. I can never get a appointment. I have bad mental health. The reception are just rude. Just fed up with that place. Something needs to be done.

The most unprofessional people I have ever come across, the admin needs to be trained in customer relations . I was informed at at 16:40pm I was not seen until 5.19pm I had to ask admin what was taking so long she had no empathy it would have been nice for them to pop over and apologise and say sorry we are running late due to emergencies. When the locum Doctor called me in she asked another member of staff for a piece of equipment as she thought this would be available however she was informed she should bring her own, the Dr managed to borrow the equipment after knocking on another DRs door . I will no longer be attending such a surgery and will identify a new one in the new year one who empathises with its patients. I have been suffering from an infection and have now had 3 prescriptions within a week, the stress of making and appointment is another issue in itself which needs to be managed higher up. I was in the queue at number 11 just after 8am I got to caller 6 then it went to voicemail. I called again I was number 30 when I informed the receptionist I was met with you need to write to the IT department and explain what happened, they couldn’t care less about the public they are serving.

Absolutely shockingly rude reception he should NOT be working as receptionist NO social skills just plain rude …..shame as once you have got past him the Drs and Nurses are lovely so NO stars for reception

FROM JEAN JUKES. From the first phone call the receptionist was very kind and helpful. Dr Brown was very caring and friendly. The staff and Drs are amazing. Highly recommend cape Hill medical centre.

Very, very poor. Rude staff. Extremely difficult to get appointments. Even doctors forget to make correct notes and to follow up on treatment, letters, etc. Management and time management issues. Serious issues. Worst GP service in my life. Hopeless.

It was my first time ever booking an appointment by myself at the age of 17 and the woman on the phone was shouting at me telling me off for trying to book an appointment today when they only had availability for tmrw which she didn’t make clear.I called the appt line to arrange appt for the day at 8.00my call was not answered and requested my call to remain in the queue and someone will call me back it was 9:30 when she called back and off the bat just said yes what do u want after I said hello.Sad to say this prompted me to never go there again as all I wanted was a check up as I have been feeling a lot of abdominal pain.

I have been a member of the surgery for 21 years alongside with my family. I was appaled by the service provided by the surgery. I called the appt line to arrange appt for the day at 8.04 my call was not answered and requested my call to remain in the queue and someone will call me back it was 10 o'clock no return calls made so I went to the surgery and was told all appointments have gone for the day and no calls were made to notify this. I then requested an appointment any on timescale as I am a mum of 4 and also work mornings and its difficult to get appt on the day due to school runs and work. I was told by office manager they are unable to do this. I can't seem to understand as the surgery is employed by many doctors and are unable to arrange an appointment. Sad to say this prompted me and my family to change the surgery. This issue seriously needs to be looked at.

Today my mom has an appointment with Nurse Liz Wilson this nurse is amazing she is so nice and kind I am very grateful to visit Liz Wilson in another hand my mum has an appointment for blood test in the same day 05/04/2023 this lady I don’t know her name, but I think she is Indian who is for blood test. She was very rude. She was very unacceptable. She spoke with me very rudely and shouting to me. But this five stars just for Liz Wilson, not for this Indian lady.

Today I had a appointment with Dr Rahmen, she was very polite and professional. I would like to say thank you for her advise and was happy with my appointment. I was seen on time and would like to say that I am happy with how the surgery contacted us to arrange a appointment to see Dr Rahmen to discuss the outcome of my referral.

My whole family goes to this Medical Centre. I've been here for over 20years. Thanks to Dave Ridley, my recent experiences here were all positive. His professionalism, knowledge and expert approach has given myself and my family renewed hope. Thank you Dave, and keep up the great work you are doing to help us all in the Community to maintain and look after our health.