Collingwood Surgery

Phone calls answered much faster now

Excellent practice across all areas. The previous telephone system difficulties appear to have been resolved, with calls now being answered much more promptly than before. The team has consistently demonstrated friendliness, courtesy and responsiveness whenever assistance has been required. They provided comprehensive care and support during a challenging period, showing genuine commitment and willingness to help despite the complexity of the situation. Overall, the entire practice gives the impression of being a dedicated and capable group. Would suggest to others.

Prescription request delayed over the weekend

UPDATE There appears to be a lack of urgency from certain staff members at this practice. My partner is distressed due to needing stronger pain relief following a fall, and contacted the surgery on Wednesday to request this. When the pharmacy text came through confirming a repeat prescription, the requested medication was not included. Upon calling the surgery back, it seems the same receptionist who previously failed to pass on a request to a clinician was handling the call again. The clinician involved also does not appear to have treated the matter with appropriate priority. The hope is that the request will be processed when the surgery reopens, though by then the weekend will be approaching. This means my partner will likely have to manage without the necessary pain relief for several days, as the pharmacy cannot process anything until Monday at the earliest. I feel that some team members may benefit from reconsidering their approach to patient care, or perhaps gaining a better understanding of what it feels like to be in genuine distress and receive an unhelpful response to a genuine medical need. I apologize for the frustration expressed here.

Reception staff could be more helpful

The receptionist experience fell short of expectations.

Easy to book and felt comfortable

It was straightforward to book an appointment. The clinician I saw made me feel relaxed and at ease throughout my visit. Thank you ☺️

Receptionist's quick referral route worked well

The reception team suggested I consult with the physiotherapy service instead of a GP appointment for my musculoskeletal concern, mentioning this would be the most efficient pathway. I was able to secure an appointment within a few working days, and the imaging was arranged promptly thereafter. The service was excellent.

Phone lines constantly drop calls frustratingly

I found it extremely frustrating trying to reach this practice by phone. I spent over an hour attempting to get through, and my call was disconnected repeatedly despite appearing to be next in the queue. I feel the reception team could benefit from improved telephone handling procedures. Overall, I was very dissatisfied with this experience and would rate it much lower if possible.

Reception staff dismissive about booking appointments

A member of the reception staff was unhelpful during my visit. I was attending a nurse appointment and attempted to book my next appointment at the desk. The staff member responded dismissively, suggesting they could not continue to provide appointment bookings. As someone with several ongoing health concerns, I feel it is important to have regular follow-up appointments scheduled, as infrequent visits may result in longer consultation times and limit the opportunity for thorough clinical assessment.

Long wait for an appointment slot

Attended a local surgery with a vision-related concern and found that available appointments were not available for several weeks.

Appointments running significantly behind schedule

Appointments regularly run significantly behind schedule. It is unclear how such substantial delays accumulate so early in the day. The reception staff appeared disengaged and unhelpful. Overall communication throughout the practice was poor.

Long wait for unhelpful phone callback

I waited a considerable amount of time for a callback from the practice, but when it came through, I was simply advised to attend the emergency department. No alternative options or further support were offered. I felt that my concerns were not adequately addressed.

Worst appointment experience at this practice

I had a deeply disappointing appointment at this practice today. It was by far the most unsatisfactory visit I have had during my time as a patient here.

Nurse took time to listen and reassure

I recently visited the practice and saw a member of the nursing staff who was extremely helpful. I'm grateful for the support provided during my appointment, as it helped to reassure me during a time when I was concerned about various healthcare matters. This staff member demonstrated genuine care by taking the time to listen and discuss my worries with me. Their attentiveness and compassion made a real difference to my experience. Five stars.

Reliable appointments and courteous reception staff

I wanted to highlight some positive aspects of my experience at this practice, as I feel these things deserve recognition! Over the years, I've found it straightforward to secure appointments for both myself and my family members. While there's typically a wait when calling, I appreciate that someone will return my call. When I've needed urgent attention, I've consistently received a response by the end of the same day. The front desk staff have always treated me with respect and professionalism, which I've come to value after visiting other surgeries where this hasn't been the case and it negatively affected my overall experience. My requests for ongoing medications are processed promptly, usually within a few days. Overall, I'm satisfied with the care and service I receive here.

Helpful phone support made booking easier

My review is based on the service I received from the staff member who took my call and introduced me to the telehealth app. They were exceptionally professional and helpful. It's a shame they are not a clinician as they delivered outstanding support to me. Thank you - I couldn't share my review via the surgery website so I'm sharing it here hoping they receive recognition for their assistance!

Booking appointments harder than seeing the right doctor

I have great confidence in my regular doctor, but accessing an appointment with them is quite challenging. Phone lines involve lengthy waiting times, and by the time I get through, appointments are unavailable. The alternative is attending the surgery at 8:30 am for a walk-in slot, which often results in seeing a different clinician. This creates difficulties as I then need to explain my situation from scratch, and the alternative treatment approach sometimes doesn't suit my needs, requiring me to start over. I would prefer to see my regular doctor consistently and would appreciate if they or the reception team could schedule appointments further in advance, similar to how hospitals operate. I'm uncertain whether this is due to high patient numbers or insufficient staffing levels. I've spoken with several other patients who share similar concerns. It seems beneficial if all clinicians could develop ongoing relationships with their patients rather than providing fragmented care. I was also told that my doctor had opened their diary at certain times, which I found confusing regarding their general availability and working patterns.

Medication requests by letter only now

I'm disappointed with the changes that have taken place at the practice over the past eighteen months, as the standard of service appears to have declined significantly. The introduction of a letter-only system for medication requests is particularly frustrating and feels outdated. While I'm fortunate enough to be able to visit the practice in person, I recognise this approach creates genuine difficulties for patients with mobility issues or those unable to leave their homes. This policy raises concerns about accessibility and support for vulnerable patients.

New computer system making things harder

The practice has experienced a notable decline in recent months. The introduction of a new computer system has created considerable difficulties in understanding what is taking place or obtaining access to personal information, prescription details, or scheduled appointments.

Reception staff made me feel genuinely cared for

Attended an appointment recently and was seen by a member of the clinical team who provided excellent care. The surgery stands out in the local area for its compassionate and dedicated staff. Very grateful for the positive experience.

Staff were helpful and easy to work with

The team demonstrated a pleasant and helpful demeanor throughout my visit.

Slow prescription ordering and long wait times

The service fell short of expectations. It took ten days to receive a prescription that was ordered through the online system. Additionally, it required five days of attempting to reach someone by phone before finally getting through, only to be informed that the earliest available appointment was several weeks away. A previous blood test appointment had also involved a lengthy wait of approximately six weeks.