June 17, 2025
"Can't call to book an appointment"
They won't take telephone requests, you have to fill in a form online. Not good if you're dyslexic.
They won't take telephone requests, you have to fill in a form online. Not good if you're dyslexic.
Since covid things have improved a lot. Now I can see my GP and can get appointments fairly easily.
Spent two days on phone for no appointments. They said they would call back and didn't. On the the third day I waited for it to open and was 2nd in the queue and was told no appointments. How can there be no appointments when you can't book in advance. Awful
They're usually okay. Good at advertising groups available in the community to help my mind keep busy. I don't see the same GP every time I go.
I have 3 minor issues to raise now but every time I ring up, it’s engaged, I’m put in a queue and then the call terminates after 20 minutes of being in the queue, so I have to ring again. Then when I get through, there’s no appointments left. This has been going on for 6 months.
I can’t phone every day as I start work at 8am so can only ring on a day off as not allowed to use or have my phone on me at work. As phone appointments are either sometime in the morning or sometime in the afternoon I can only have an appointment on a day off, but no guarantee I can actually get an appointment on that day.
I tried econsult but the practice isn’t recognised, can’t send a message through the NHS app (says it’s through Accurx Limited), can't send a message through the Airmid UK app, can’t find an email address. Considering writing a letter as this is ridiculous.
In an emergency I use 111 as they’ll give me an appointment with the out of hours GP but they won’t deal with ongoing conditions, which need to be dealt with by the GP but I can’t get an appointment. What am I supposed to do? This practice does not care about patients who need to work.
GP misdiagnosed mild scoliosis only, just after I had an accident when I was 16 and I hurt my back. They didn't offer any physio but they have just diagnosed mild scoliosis.
Useless. Really difficult. Ridiculously difficult in managing to get through and then all the appointments are gone. There is no way you can do it if your working. You will have to ring everyday until I get an appointment or its an emergency. They also have an automated system for repeat prescriptions and they get it wrong. When they want you to have a flu jab they contact you and see you straight away if they're being paid. They will then make the effort.
GP very poor. No doctors whenever you ring them. Bad services.
I went for a scan due to health concerns GP referred me, the clinic I had the scan at wouldn’t give me my results they said they use a system where they send a docu pdf with results and send to GP, I rung up your practice they couldn’t access the results then later in the day said they could but needed a doctor to read my results, the doctor rung me and was very patronising on the phone saying why did you have a scan anyway, so I said because of my health?? She doesn’t even know me or my health so no need for that comment then she said she couldn’t access results yet the receptionist a week prior to this was able to, I'm appalled at your service this isn’t the first issue I’ve had.
When I have got through in the last few months to speak to a doctor, she said its urine infection and was given antibiotics.
The only issue is how can they diagnose you on phone. I have a chest infection and how can they check my breathing on phone.
I had an hearing test in Oct 2021 but haven’t heard any thing since then.
Can’t get to see a doctor even when you ring at 8am there are no appointments available when you do a E Consult Form half the time the doctor doesn’t get back to you.
Staff are lovely and professional, always a pleasure to hear on the phone.
My experience was a good experience
I was more informed about what I needed to do to aid my remedy.
Had blood test, nurse was very good,
Very understanding listened to my problem and was very helpful
Infection had to wait 4 days for antibiotics and no phone call from doctor to discuss
Drs have always been kind & listened
Sufficient
Dr always listens carefully to a description of any ailments and has an exceptionally professional yet sympathetic manner. A first class Doctor.
Phone is often unanswered, when using the online process they have claimed the you have sent it to the wrong email even though it goes to the surgery directly and you can have a copy of what you put down email to yourself.
Currently trying to book a follow up blood test whilst writing this as 18 minutes have past trying to get through at 13:40.
Doctor only talked over the phone when I thought an examination was needed.
I have again attended for another review of my bp so that I can have a repeat prescription. The nurse was unable to request as she said she didn’t know how to do it. She couldn’t read my blood test results from 3 weeks previous. I’m gambling no one has looked at these results because the running of the practice is completely incompetent. I suggest said nurse needs more training. I am now again running out of tablets which are prescribed by my hospital professor.
Dr responsive
Sorted my medication and made me an appointment to see him.
Had taken a lot to reach out for help, had mentioned certain sensitive info on econsult. When Dr rang I was in middle of supermarket, being asked things that were on the econsult, trying not to breakdown. The very least she should have read the econsult.
The nurse made me feel at ease during the whole process. I would say the most difficult process was trying to book the appointment.
Nice folk dont get to see these days,I use the on line service for tablets & e-consult for any updates
Need to know earlier as it is now the weekend and I may need treatment
I have again attended for another review of my bp so that I can have a repeat prescription. The nurse was unable to request as she said she didn’t know how to do it. She couldn’t read my blood test results from 3 weeks previous. I’m gambling no one has looked at these results because the running of the practice is completely incompetent. I suggest said nurse needs more training. I am now again running out of tablets which are prescribed by my hospital professor.
Staff were very obliging and helpful.
Dear Ms Wheeler
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased you had such a positive experience. Your comment will be shared with the team. Thank you for sharing this.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Nurse who carried out my smear was lovely, and explained everything to me.
Dear Ms Gough
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased you had such a positive experience at the practice. Your comment is shared with the relevant team members.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Had to redo it a few times as the questions asked wasn't relevant
Friendly atmosphere, staff were all very nice
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased you had such a positive experience at the practice.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Very friendly and quick appointment
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
I was well informed not rushed
Dear Mr Price
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased to hear you were happy with your consultation.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Follow up was reasonably good.
I was seen quickly and treated with respect.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased to hear were happy with your experience at the practice. For your information, all comments are shared with our Practice Team.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
The phone line is constantly by the time you get through there are no appointments left
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
The phones are often busy especially at peak times, however, if you have access to the internet please use our econsult form, which is available on our website HILLCREST TWICKENHAM ROAD | MODALITY PARTNERSHIP
You can complete this at any time and it will be reviewed by a clinician and you will be contacted accordingly.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Never no appointments. Told my persistent cough not urgent
Dear Mr Atterbury
Thank you for taking the time to leave a comment it is very much appreciated.
I am sorry you were unhappy with our service. If you wish to discuss this in further detail please contact me at the practice either by phone on 0121 373 1885 or by email to modality.hcs@nhs.net.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
The doctor who phoned me was a locum and thus knew nothing about me, but was very helpful in his advice.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased to hear you had such a positive experience with one of the Locum GP’s at the practice.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Asked for a repeat prescription. Denied offered something I am intolerant to. Asked again for repeat prescription. Only given 10 days worth of tablets rather than the 3 months requested.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
I am sorry you were unhappy with our service. If you wish to discuss this in further detail please contact me at the practice either by phone on 0121 373 1885 or by email to modality.hcs@nhs.net.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Asked for a doctors note when I finely got some one to answer the phone took them over 30 min to answer then the doctor sent me someone else's doctors note this is a breach of confidentiality
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
I am sorry you were unhappy with our service. If you wish to discuss this in further detail please contact me at the practice either by phone on 0121 373 1885 or by email to modality.hcs@nhs.net.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Seen to on time, procedure explained, very friendly. Felt safe with them using the covid guidelines
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated. We are pleased to hear you had such a positive experience.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
No comment
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
They gave me the support that I needed
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank your comment and that you received the support you required.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Very good polite and delete with fast
Dear Mr Miller
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words. We are pleased you found your experience very positive.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Explained so that I understood
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words. We are pleased you found your experience very positive.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
The phone call I had off the doctor yesterday was absolutely disgusting she was VERY rude and wouldn't listen to my concerns. Even questioned me about why I thought it was acceptable for me to have a blood test after I tried to express my concerns she was very rude again then told me to book myself in for a blood test.
The nurse who took my bloods today was lovely and friendly.
I will be changing doctors they shouldn't talk to their patients the way she spoke to me!
The person was knowledgeable about my condition and very friendly and understanding of my situation.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words. We are pleased you found your experience very positive.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Doctor explained everything I needed to know in detail
Dear Ms Graham
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words, it is pleasing that you found the doctor was understanding and dealt with your needs.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Finger tips and joint pains on my fingers on both hands.A week after i was told my blood tests was ok but no other actio to sort my problem out.
Still get numbness on the tips of my fingers.
Where do i go for cure.
I have diabetes and and I can’t speak English very well. So there is a doctor who speaks the same Language as me. But he is a racist and bad doctor. Whenever I need help with speaking in English, I speak Arabic with that doctor but he doesn’t want to help me compare when I saw him treat other people friendly and kind. That doctor’s name is doctor Marouf. VERY BAD DOCTOR.
Nurse was very good and put me at ease. Bloods were taken quick and painlessly. Full information given for expectancy of results and all complied with Covid rules.
Dear Ms Walker
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words, it is pleasing that you found the nurse was put you at ease and you were happy with your consultation. These reviews are shared with the team.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
You can never get through on the phone, the records they keep are inaccurate but the doctors won't read them anyway. Appalling lack of care for the welfare of patients.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
I am sorry you were unhappy with our service. I will need more information to review the issues you experienced. If you wish to discuss this further please contact me at the practice either by phone on 0121 373 1885 or by email to modality.hcs@nhs.net.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
No communication from the doctor in question I have informed my solicitor
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
I am sorry you were unhappy with our service. If you wish to discuss your experience further please contact me at the practice either by phone on 0121 373 1885 or by email to modality.hcs@nhs.net.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
It was good because they respond quickly
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
We appreciate your prompt review and thank you for your kind words, it is pleasing that you found the practice so responsive.
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Finger tips and joint pains on my fingers on both hands.A week after i was told my blood tests was ok but no other actio to sort my problem out.
Still get numbness on the tips of my fingers.
Where do i go for cure.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
As you are experiencing a continuing problem you may wish to re-consult with a clinician. Please refer to our website for our econsulation form which you can submit to us, and there is other information on the website which may assist you. https://www.modalitypartnership.nhs.uk/
Kind regards
Karen Carroll
Practice Manager
Hillcrest surgery
Everything that was asked for.
Never no appointments.
I've been trying to see a doctor for 2 months an still no luck
Quick, professional
Reception say there is never any oppointments every day even if you're like myself an haven't used the surgery in over year or two.
On my recent telephone consultation as i was in pain very eager to be listen to the doctor however not allow me to explain my problem it makes me very stressed on top of my pain.
The doctor I spoke to took the time to really listen and sympathize and was most helpful. Nothing was too much trouble.
After describing on going problem I was give appointment for next day
Seen on time full examination treated with abc no complaints
The doctor listened and took her time. She was very patient and thoroughly checked everything to make sure I got the correct treatment. Very pleased. Thank you
Filled out econsult form but have had no response yet. I do understand Doctors are busy but I am feeling very down
Receptionist was really rude
I had phone call from my GP was very professional in my needs
Quick and efficient
Nice atmosphere pleased staff quick and efficient
Was told not to phone for an appointment to do it online explained i had no data to which was told well i will do it this time. Not everyone has use of internet
He done a thorough examination and put my mind at ease
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
On behalf of the Practice thank you so very much for your kind words which is much appreciated by the nurse you consulted. For your information all comments are shared with the practice team. We genuinely strive hard at the practice to continue providing the high level of service that our patients need and deserve.
Kind regards
Karen Carroll
Patient Services Manager
Nurse couldn’t get bloods from me - didn’t try enough in my opinion or call anyone else to try so now I have to go hospital for bloods to be taken
Dear Miss Poole
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you are unhappy in respect of the service we provide.
If you wish to speak to me regarding this, please contact me at the practice.
Kind regards
Karen Carroll
Patient Services Manager
Hillcrest Surgery
I waited all day to be called bk by doctor when I called they said I never filled out stupid online form I explained how sick I was but they wouldn't help me worse surgery in Birmingham I've been so I'll and this surgery didnt care the receptionist is rude
Dear Mrs Buck
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you are unhappy in respect of the service we provide.
The form to which you refer is our online econsult form and you would have been sent the link for this to use each time you need advice/support from a clinician. You do not need to contact us for this each time as you can use the same link or the form is also available on our website too. We have been using this service for ten months now with great success. When you complete this form and submit it you will get as message that it has been sent successfully and we will contact you accordingly. This may be a misunderstanding and I am happy to discuss this with you if you would prefer and you can contact me at the practice. In respect of the receptionist being rude, I would need further information and again I am happy to speak to you regarding this.
Kind regards
Karen Carroll
Patient Services Manager
Hillcrest Surgery
I’m very disappointed with this surgery,even before the pandemic I have thought about changing to another practice,I feel that the system you have is ridiculous hard to see a doctor when you need to also the call back system doesn’t work for me, I know if I need to see a doctor or not,also there should be more communication between you and your patients where follow ups are concerned just think that the service has gone down hill a lot in the past few years don’t even know who my gp is anymore.
Dear Ms Lee
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you were not completely happy with the service we provide.
Since the Pandemic started in March we are not booking direct face to face appointments with clinicians. However, we are booking telephone consultations and have introduced an online econsultation form too. A clinician will then triage the problem you are experiencing and will arrange the appropriate intervention. This may be a telephone call, a video consultation or face to face if deemed necessary. In terms of follow ups with a clinician if the clinician deemed this necessary they can arrange this with the patient directly.
In terms of knowing who your GP is I can advise this is Dr Gupta.
If you require any further information regarding the points you have raised or wish to discuss this further please contact me at the practice on 0121 373 1885 or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Kind regards
Karen Carrol
Patient Services Manager
Doctor willing to see me but wouldn’t know what they were looking for go elsewhere
Dear Patient
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you are unhappy in respect of the service we provide. As your comment was posted anonymously I cannot contact you directly. I would welcome the opportunity to discuss this in more detail as I am unclear what the issue is that you are experiencing and need further clarity.
If you wish to discuss this further please contact me at the practice either by telephone or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Yours sincerely
Karen Carroll
Patient Services Manager
He took the time to examine me thoroughly, explained his diagnosis and gave me advice as to what I should look out for whilst taking the prescribed meds, as well as the next steps, if the issue didn't resolve itself.
Dear Patient
Thank you for taking the time to leave a comment it is very much appreciated.
On behalf of the Practice thank you so very much for your kind words which is much appreciated by the clinician you consulted. For your information all comments are shared with the practice team. We genuinely strive hard at the practice to continue providing the high level of service that our patients need and deserve.
Kind regards
Karen Carroll
Patient Services Manager
Appointment was on time no waiting nurse who took blood and blood pressure very pleasant and made me feel relaxed and comfortable
Dear Ms Cotterill
Thank you for taking the time to leave a comment it is very much appreciated.
On behalf of the Practice thank you so very much for your kind words which is much appreciated by the clinician you consulted. For your information all comments are shared with the practice team. We genuinely strive hard at the practice to continue providing the high level of service that our patients need and deserve.
Kind regards
Karen Carroll
Patient Services Manager
Good
Dear Ibrabor
Thank you for your five star review, it is much appreciated.
kind regards
Karen Carroll
Patient Services Manager
Number one staff from reception very bad they don’t helpful also only one doctor he is very good doctor and care. Other ways they are not a good doctor if you have Cancer they just give you Paracetamol that’s not fire at all I am already on the Medication which is hospital Decide it for me to take 200 mg Sertraline but whenever I have no Enough medication anti-Vietnam asked them to get some more they going to give me the wrong medication if which is hospital not decided if I’m taking this medication. So they are make me feel very low and sick as well I have to every time to call the hospital to tell them why they do that. That’s only a doctor he is very Fantastic doctor and really care that’s all other ways they need to back to university
Dear Patient
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you are unhappy with some aspects in respect of the service we provide. As your comment was posted anonymously I cannot contact you directly. I would welcome the opportunity to discuss this in more detail.
We have not had any issues raised in respect of our reception team so would request you contact me to discuss this further. In terms of the medication issues again I will need more clarity.
If you wish to discuss this further please contact me at the practice either by telephone or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Yours sincerely
Karen Carroll
Patient Services Manager
I tried to phone to chase up an urgent referral which the GP was supposed to have made to the QE. I contacted the surgery and they assured me the referral had been made but when I contacted the QE they could find no record of the referral ever having been received. I contacted the surgery again and explained the situation to the receptionist and she kept talking over me and eventually ended the call abruptly without assisting me. If she had listened she would have understood that I was after the email address the referral was sent to and the time it was sent so I could have gone back to the QE with this information to help them locate the referral if it had in fact been done.
Dear Ms Spencer
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you were unhappy with of the service we provide. I would welcome the opportunity to discuss this in more detail and would request that you contact me at the practice either by telephone or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Yours sincerely
Karen Carroll
Patient Services Manager
Difficult to contact per telephone, the staff are unfriendly, disrespectful and are not good listeners. they are unsympathetic and inconsiderate. after a recent major and life changing operation, a mistake was made in some of my medications. I couldn't get the receptions to listen to me let alone help me in my request. when I finally was able to contact a doctor after 2 days, he also made mistakes.
Dear Patient
Thank you for taking time to provide feedback. We are sincerely sorry to hear that you were unhappy with of the service we provide. I would welcome the opportunity to discuss this in more detail and will require more clarity around the issues you experienced and would request that you contact me at the practice either by telephone or by email to modality.hcs@nhs.net, please mark the email for the attention of the Patient Service Manager.
Yours sincerely
Karen Carroll
Patient Services Manager
I am surprised to see a good review of the appointments and service. I tried 27 times to telephone them this morning and never reached a real person. The phone was either engaged or just not answered. I have just tried in the evening when they are still supposed to be open and no-one answered the phone. Last week I also tried on two separate days; on the one occasion when I got through, there were no telephone appointments left. There is one doctor I trust and respect and would really like to speak to him, but it seems impossible.
Appointments and service good. Nurses and midwife ok.