Collingwood Surgery

Early closure without notice left me frustrated

It's quite frustrating that at 17.40, when the surgery is advertised as open until 6pm, an automated message indicates the practice is closed until the next day. Getting through to receive a response or secure an appointment has already been challenging, making this situation particularly difficult for those juggling work commitments. It would be helpful if the practice communicated any changes to advertised opening hours to patients in advance. As a long-standing patient, I've noticed a decline in service quality over time, particularly following the merger of the two practices and the transition of the previous clinical team.

Reception staff went extra miles for my baby

I have been a patient at this surgery for many years and have consistently found it straightforward to arrange appointments, though I do find the recent changes to the booking system somewhat inconvenient. However, the main purpose of this review is to commend the reception staff member who assisted me. When I attended to enquire about an appointment for my child and described the symptoms, this staff member made considerable effort to secure a same-day appointment and arranged for a repeat prescription to be provided in paper form so I could submit it immediately rather than relying on electronic processing, which would not have been completed in time due to the bank holiday period. The service was excellent and demonstrated real professionalism. During my subsequent visit for the arranged appointment, this same staff member took the time to check in on my child and offer their best wishes. I am very grateful for the care and attention shown by the reception team at this practice.

Long phone queue for a simple prescription request

I have the MyGp app installed on my phone, but since my medication is not set up on repeat prescription, I was advised to get in touch with the surgery. Following a lengthy wait on the phone line, I was informed that the surgery no longer accepts prescription requests via telephone. This creates confusion given that I had just been directed to call them. I was then told I would need to visit in person, which presents a significant inconvenience for me as my work commitments make it difficult to attend the surgery during opening hours. It would be helpful if the surgery could reconsider their processes to accommodate patients with work schedules. I hope this matter can be addressed. 😡😡😡

Phone lines make booking appointments difficult

The reception team are genuinely pleasant and conduct themselves professionally, though they likely deserve better compensation for their efforts. That said, attempting to reach the practice by telephone has consistently resulted in lengthy wait times of around 2 hours before speaking to someone. For same-day appointments, I have found myself arriving early in the morning and joining the queue alongside other patients, as the phone system appears to be perpetually overwhelmed. I tend to avoid visiting the surgery except when absolutely necessary. Booking a routine appointment typically requires waiting approximately 3 weeks. My recent visits have been disappointing—during one consultation, a clinician was distracted by their doorbell, and on another occasion, after waiting 3 weeks for an appointment, the clinician was significantly delayed and subsequently did not take my concerns seriously. I would not recommend this practice to others.

Results delayed repeatedly despite daily chasing

I felt let down by my experience at this practice. My husband underwent a blood test following a prolonged period of illness, but we experienced significant delays in receiving the results. Despite making repeated enquiries about the outcome, we were given various reasons for the delay. At one stage, we were asked to undergo the test again, and we have now been waiting for further results without receiving them. While reception staff indicated that results had been received and that clinical staff would be in touch, we have not yet heard back. My husband continues to experience symptoms, which has understandably caused us considerable concern and worry.

Receptionist went above and beyond with urgent care

The medical team and support staff at this practice are excellent. I'd like to highlight the outstanding receptionist who demonstrated genuine care and compassion. Despite being in considerable discomfort, I was accommodated for an appointment at very short notice, which made a real difference to my situation. This team member went above and beyond and is a real asset to the practice. Their dedication and helpfulness deserve recognition. I'm very grateful for the support received.

Easy to book an appointment here

It was very straightforward for me to obtain an appointment without any difficulties. I was seen by a clinician who was exceptionally warm and thorough in addressing all aspects of my concern. A pleasant experience overall. Having recently registered at this practice, I am very satisfied with the service provided.

Phone lines constantly overwhelmed and impossible to reach

This practice appears to have experienced a decline in service quality. Accessing the surgery by telephone has become difficult, and prescription booking through phone lines is not available. The NHS app verification process presents obstacles to online appointment booking. Callback services are not being delivered as expected. The reduced staffing levels may be connected to practitioners dividing their time between this location and private practice elsewhere. Concerns have been raised with the relevant regulatory body, which may take action if sufficient feedback is received about systemic issues.

Reception staff refused to redirect appointment properly

My wife attended an appointment today for a procedure that she had arranged herself at one location. However, she was informed that she needed to attend a different location instead. When she explained that her booking was at the original location, she was told that staff were unavailable. Despite the procedure being brief and the booking error being acknowledged, no alternative solution was offered. My wife subsequently had to travel to the alternative location. The service provided fell well short of expectations.

Struggling to reach anyone for prescription refills

It is deeply frustrating to be unable to reach the surgery or arrange an appointment with a clinician. To make matters worse, I am now struggling to obtain my prescription via telephone. I find the requirements to use the NHS app overly demanding and have been unable to connect with anyone to help me register for telephone access despite multiple attempts over several days. Without my medication, I am experiencing significant discomfort and would welcome an explanation from the practice management regarding why patients are being placed in this difficult situation.

Long wait for callback, poor system

Absolutely disappointing experience. I waited all day for a callback, and when I finally received one, I was placed far down in the queue. It felt like the system was designed to discourage people from contacting the practice.

Phone lines impossible to get through on

Unable to reach anyone by telephone despite spending several hours attempting to contact the practice. After finally reaching the front of the queue, I waited a considerable amount of time only for the call to go unanswered before the surgery closed for the day. I found this experience extremely frustrating. The situation seems to have worsened since the practice underwent a merger. I am very dissatisfied with the service. It appears that difficulties accessing appointments at general practice may be contributing to increased pressure on emergency departments, as patients seek alternative ways to receive care.

Long phone queue wait times frustrating

I have been waiting for a callback for an extended period and my position in the queue has significantly dropped since I first checked.

Online prescription system frustrates older patients

I would like to understand the reasoning behind the decision to stop the telephone service for repeat prescriptions in favour of an online system. Was consideration given to older patients, those with health limitations, or individuals without access to smartphones? At my age, I consider myself fairly competent with technology, yet I experienced difficulties with the verification process through the NHS app, requiring multiple attempts. I now need additional documentation to connect my records to the application. I find it frustrating that so many services have moved exclusively online without alternative options.

Callback system doesn't work as promised

The telephone system has been frustrating to use. I attempted to reach the practice over a couple of days and selected the callback option multiple times, which should have reserved my position in the queue, but I have not yet received a return call.

Digital system leaves vulnerable patients struggling

The staff members across all roles are genuinely pleasant and helpful. However, the underlying system itself feels deeply impersonal and creates unnecessary anxiety. From a certain date onwards, the repeat prescription telephone service was discontinued in favour of a digital-only approach, which appears to exclude many older and less digitally connected patients who previously relied on this service. I'm aware of individuals without smartphones or internet access who are left without an accessible alternative. As others have noted, obtaining an appointment with a clinician remains extremely challenging, and telephone lines are frequently difficult to reach. The overall experience raises concerns about whether the current approach adequately serves all patient groups.

Impossible to reach surgery by phone

Getting in touch with the surgery presents significant challenges. The telephone system appears overwhelmed and difficult to navigate. Rather than simply apologising for lengthy waits, it would be more helpful if additional staff were allocated to manage incoming calls. Overall, accessing appointments and speaking with clinical staff at this NHS practice feels unnecessarily complicated across multiple touchpoints. The experience raises concerns about whether current staffing levels adequately support patient access to care.

Impossible to reach by phone anymore

The practice is difficult to reach by telephone, as calls frequently go unanswered. Although the automated system offers a callback option, this service does not appear to function reliably.

Long phone queues and no one answering

Possibly the worst medical practice I have encountered. I have been waiting in the queue to speak with someone on the phone for an extended period, and the wait time has been frustrating. The experience has been quite disappointing.

Hard to reach by phone but helpful reception

Very difficult to get through on the phone but fantastic help from the reception team. Thank you so much