Brill Surgery

A very small surgery with friendly staff who treat you with respect.
May 2nd, 2018

Once you get to see a doctor they're great but therein lies the problem! Depends if you get the friendly receptionist or the one who's been to 'receptionist charm school' as to whether you're treated with courtesy and kindness or fobbed off and made to feel as if you're wasting everyone's time. Currently been waiting 1.5hours for a duty doctor to call me back for an agonising back issue that I was at out of hours doctor with at the weekend. Can't move and really need to be seen but all I get is 'They're working their way through the list' when I call back - I must have been the second call at 8:30am! Absolute farce.
Jun 7th, 2017

Very unorganised surgery, they always have trainings and they always shorten their availability. When you call the surgery you have to wait forever before someone answer. Then the receptionist ask you questions on behalf of the doctor, once you explained your problems then the receptionist ask you to call early the day after because they are unable to schedule any appointments. Which does not make sense, surely the reception can take notes and make appointments for the day after, a diary or a piece of paper is the only thing required. It's easy! Instead they waste other people's time, and as a results, is having a very angry person over the phone, which try to book an appointment and it takes forever to have that appointment. Since I registered myself I went to the surgery twice and that was for blood tests only, I don't even remember last time I had a physical appointment. Also been diagnosed with the wrong skin condition because the doctor have made his diagnosis over what I said over the phone, no photos required he said. Then my skin condition was even worse than the initial diagnosis ans on top I had to pay for wrong medications. One of the receptionist also said that they are a very busy surgery and that they have thousands of people who have to look after, but they way this have been said was with a tone of "we are very busy more than anybody" and that might be true, however we cannot use Covid-19, short of staff as an excuse for ever! I personally work a lot and I'm very limited because of my work, however I have to take multiple time off to both schedule appointments and speak with a doctor. Even their voice message has a terrible tone, it clearly sais that the staff is polite and whoever call is not, the problem is not being polite or not, people are just frustrated for the lack of organisation that the surgery itself has. So far I have never experienced a good customer service and every time I need the doctor I feel discouraged.
Sep 19th, 2022