Pound Hill Medical Group - Crawley

Erica Dowey

New to the area and surgery. So far no problem whatsoever . Staff and doctors we have seen seem very pleasant. New patient appointment very thorough. Telephone @ 8am so far have been successful.

Andrea Bettega

I would like to report my experience I had this morning, hoping that management would improve the quality of the service they provide in this medical centre, specifically about the very poor levels of customer care of your receptionist.
And I must say, the total lack of empathy, compassion and understanding of customer needs.
I, like everyone else, understand that there is a procedure in place, for booking day appointments you need to call at 8am and try to see the availability. Although I find this already a bit dishuman, and not convenient for many people, it is just how their system works, so not at all arguing that.
However, already from the call this morning when luckily I managed to secure the appointment (which was given for 9am, less than hour to get there in time, given I don’t drive and I need to use public transport) lady on the phone which I believe it’s your receptionist and the same lady who assisted me when I arrived, was quite rude asking me repeatedly the date of birth (I understand I have an accent, but I repeated 4 times 1991, and she was still repeating 1981) and then when discovered I had not managed to update my address, very rudely started complaining about that and I said I was going to update it but if she could please focus on my urgent request.
Unfortunately this morning there was a lot of traffic and it was just carnage with only one overfilled of people bus to get me there, and I arrived 15 mins late.
I did apologise and at first accepted to call again in the next days, however after I filled my change of address form I kindly asked if by any chance they could make an exception and talk to any of the doctors to find 2 mins gap offering to stay there the whole morning if necessary, given I desperately needed a letter for me to go back to work.
She very coldly replied it wasn’t possible and totally showing lack of empathy, without even trying to ask doctors first, to which I raised a bit the tone of my voice and she interpreted as an attack on her, stating I was shouting at her and implying I was rude, when I definitely wasn’t and to which I then started saying that I had that before times and times again, just because I’m Italian and we do raise a bit our tone of voice it does not mean we are attacking nor shouting, showing in my opinion total disrespect of different cultures.
But what shock me more was a complete blank and cold face and total lack of empathy and compassion.
She resorted calling the manager which behaved way better and with compassion and kindness which your receptionist should have done in the first instance.
Manager asked doctors if they were willing to still accept me in, and one did and got the letter I desperately need.
All this to say, I think you should really train your staff in how to behave with your patients.
Everyone has got their stories, their reasons, and you should not just assume people being late it’s entirely their fault and picking on them straight away for that instead of hearing them first.
And judging from friends of mine and other reviews I read, this is definitely not the first time you have shown poor levels of customer care.

Beata Tiskeviciene

I recently had a very unpleasant visit and chat with the receptionist at this surgery. The receptionist was incredibly rude, accusing me of not getting my prescription from them since 2013 and implying that I had been getting it from another surgery. This is completely false. I've been on blood pressure medication for more than 10 years, and I've been a patient of this surgery throughout that time. My medication is life-saving for me, and I’ve been regularly requesting it every two months without issue.

The level of service was horrible, and this experience has left me deeply dissatisfied. I expect better treatment from a place that is responsible for managing my health.

Sacha Gadd

I have not been to my doctor's surgery for a very long time. I was on hold for half an hour. Once the call was answered I greeted by a very impatient and intolerant member of the practice. Are these people not in a position of care What has happened to this country. I hardly ever call my doctors surgery. This is a disgrace.

Krisztina Vincze

Good morning,

I am writing to formally complain about the unacceptable treatment I received at your facility in 2023. I had a copper coil (IUD) inserted by a nurse, and I am deeply dissatisfied with the care and post-procedure support provided.

Immediately after the insertion, I was not given adequate information about the possible side effects and necessary precautions. I was also not provided with water or allowed sufficient time to rest before being discharged. As a result, I fainted at the bus stop shortly after leaving the clinic, which posed a serious risk to my safety.

Additionally, I experienced heavy bleeding and intense pain for several weeks following the procedure. Despite contacting your facility for assistance, the response I received was a careless and unprofessional letter, which did not address my concerns or offer any meaningful help. This level of care is not acceptable and falls far below the standards I expect as a patient.

The lack of proper information, hydration, and rest, combined with the dismissive response to my subsequent issues, reflects poorly on your clinic's commitment to patient care and safety. Fainting in public due to inadequate post-procedure care is a significant risk, and I am appalled that this was not considered or addressed appropriately by your staff.

I have been waiting for this issue to be resolved for over a year, and my patience has worn thin. If this matter continues to be ignored, I am prepared to take legal action to seek justice and ensure accountability.

I expect a thorough investigation into this incident and a formal response outlining the steps that will be taken to prevent such occurrences in the future. Furthermore, I request a face-to-face meeting with a senior medical professional to discuss my experience and the measures that will be implemented to improve patient care at your facility.

I hope to receive a prompt and satisfactory resolution to this matter. Please contact me at your earliest convenience to arrange a meeting and provide an update on your investigation.

Yours sincerely,

Miss Krisztina Vincze

Haydn Walkey

I usually have no issue with this surgery, but the receptionist I spoke to this morning at 8:10 was very rude and spoke with an incredibly bad attitude towards me. Now I am someone who admits when they are wrong, but I spoke very calmly with no issues and had no reason for the awful response I received back. I hope whoever the lady was has a better day after what I can only assume was a bad morning for her. I appreciate the reception deals with a lot of calls in the morning but quite frankly that is not an excuse to be so rude to the general public.

Bruder Family

Declining standards of care. Zero kindness and empathy. Phone call lottery every morning to get an appointment. Speed dialling for 5 minutes only to be told I'm number 69 in the queue. When finally getting through one gets a choice between zero appointments left, no appointments in the following days or weeks or an emergency appointment with one of their GPs who is available most days as no one wants to see him. Actively contributing to our early death by denying us what we use to have : access to health care.

Neil Meyer

Unfortunately the standard of care, from reception through to consultation, continues to fall. There is little to no interest in patient care and even urgent prescriptions require repeated chasing - with so much unnecessary attitude - that it causes a great deal of stress.

It may well be that the local team are overworked and/ or under staffed, but the result is that the local community of people are feeling neglected and suffering.

I don't think PHMG will review, nor respond to this feedback, but here it is as a warning to others.