Castlehead Medical Centre

Well run practice with helpful reception staff

A well-organised healthcare facility

Triage system caused unnecessary delays in getting face-to-face appointments

Based on my experience as a local resident, the triage system appears to contribute to delays in obtaining face-to-face appointments with clinicians. Additionally, concerns about a spinal issue were not investigated thoroughly, with reluctance to pursue imaging to identify the underlying cause. Following an extended period of significant pain, I chose to pursue private imaging, which identified a structural spinal problem as the source of the symptoms. I have subsequently experienced prolonged discomfort while awaiting surgical intervention, with further NHS delays prompting me to seek private treatment options. On a positive note, I would like to express my gratitude to the reception team for their professionalism and compassionate approach. I would also like to thank the clinical staff who provided care throughout my experience.

Always helpful and genuinely caring practice

Consistently excellent service with genuinely supportive staff throughout. We feel fortunate to have access to such a capable team across all departments 👍👍

GP took time to listen and explain

Excellent experience. The healthcare professional listened attentively, discussed my concerns and developed an appropriate plan of action. I underwent assessments on the same day and received contact with the findings that evening. The service was outstanding. Very grateful for the care provided.

Phone answered quickly and staff listened well

One of the finest medical practices I've experienced. They consistently answer calls promptly, minimise waiting times, and genuinely listen to all concerns and questions raised. The entire team demonstrates helpfulness and attentiveness throughout.

Reception staff made me feel genuinely welcome

I have consistently received excellent care and attention.

Reception staff were dismissive and unhelpful

The staff at this practice tend to come across as dismissive and unwilling to assist. If you're looking for an experience that will leave you feeling more frustrated than when you arrived, this may not be the right fit for you.

Staff were helpful and genuinely listened

Every healthcare professional I have encountered at this practice has been helpful, kind and efficient. The reception team and all other staff members work hard to meet patient needs. The service has consistently been excellent.

Reception staff were dismissive and unhelpful

Disappointing visit with poor service standards and lack of attentiveness. Would not recommend to others.

Documentation repeatedly goes missing without explanation

On two separate occasions, I have submitted applications with all the necessary supporting documents in place. Each time, I have been present while my paperwork was reviewed and copied. However, on both occasions, my applications have subsequently gone missing and I have received no communication from the practice, nor have my documents been returned to the address I provided. This situation has caused me considerable frustration, as I am currently without access to medication and support that I urgently need. I am considering taking further action should this occur again, as the delays are having a serious impact on my health and wellbeing. I am concerned about the pattern of these events and what may be causing them.

Staff were genuinely caring and helpful

The entire team demonstrated wonderful care, helpfulness, and kindness. The clinical staff provided excellent service throughout.

Reception staff helped us get a quick appointment

We had an excellent experience at this practice. We needed to arrange an urgent appointment for our child who was unwell. The reception team were very helpful in accommodating us at short notice and were friendly throughout. We were seen by a clinician who was fantastic. They put our child at ease and explained everything in a way that was clear and easy to understand. I would highly recommend the team here.

Friendly reception made the visit pleasant

Outstanding.