Collingwood Surgery

Pharmacy supply issues left requests unresolved

I have been experiencing difficulties obtaining two medications for my son from the local pharmacy. The pharmacy staff indicated that I should request alternatives from the surgery, explaining that while they have one of the medications in stock, they are unable to dispense it due to it being sourced from a different supplier than the NHS standard. Following a visit to the practice, I requested alternative options for one of the medications, and the pharmacy subsequently received a substitute that appears to be a stronger formulation and potentially unsuitable for the intended use. Regarding the second medication, I made an enquiry about this as well, but the pharmacy has not yet received any communication from the surgery regarding this request.

Reliable surgery with consistent care over years

I have consistently had a positive experience throughout my time as a patient at this practice.

Information requests ignored despite repeated phone calls

Inquiries directed to the occupational health department went unanswered and were not processed within a reasonable timeframe. Following a change of address, I felt that my requests were deliberately disregarded over a two-month period, after which I received a response stating that I was no longer eligible for assistance due to the duration of my absence. This extended delay resulted in considerable frustration and wasted effort on my part. It would have been far more helpful had the practice communicated their inability or unwillingness to assist from the outset, rather than allowing the situation to remain unresolved until the eligibility threshold was reached. The difficulty in reaching someone to discuss the matter further only exacerbated the problem. On multiple occasions when I attempted to contact the practice, I found myself positioned far back in the telephone queue, and the callback system proved unreliable. Overall, I found the service to be unsatisfactory and would not recommend it to others.

Phone lines constantly busy and unanswered

This practice has significant difficulties with telephone accessibility. It is frustrating to be unable to reach someone to book an appointment through phone contact. The experience is particularly disappointing given that there appear to be administrative staff available on-site who could potentially assist with answering calls. The overall service appears to have declined and would benefit from improvements in this area.

Phone lines impossible to get through on

I attempted to contact the practice by telephone over several days and requested a callback without success. When I visited in person to arrange an appointment, I was informed of a significant wait until early January, and I was advised that this consultation would incur a charge. I was also suggested to consider registering elsewhere. I find the current situation quite frustrating, as the service appears to be declining.

Long phone waits and poor call handling

The reviews speak for themselves. After waiting on hold for over an hour, I finally reached the front of the queue only to be disconnected, which was extremely disappointing. Additionally, I was concerned about receiving feedback that seemed inconsistent with what I expected regarding my health readings.

Long phone queues and frustrating callback system

Called the practice and was informed there were 47 people ahead in the queue. I selected the callback option and received a call at 11.58. When I answered, the line was disconnected immediately. My attempt to ring back was met with an automated message indicating the practice was closed for lunch. This mirrors previous occasions when I've had to visit in person to speak with reception staff. I found this experience frustrating and felt the service fell short of expectations. I would welcome an explanation from the practice regarding what occurred.

Receptionist listened and got things moving

I visited the surgery in the morning to request a consultation with a clinician. The receptionist took down my information and heard what I needed to discuss. She arranged for a telephone appointment to take place later that day. The clinician called as agreed and I was able to have an in-person appointment shortly after. My concern was resolved. Much appreciated.

Phone system makes appointments difficult to arrange

Absolutely horrendous surgery. Can never get through on the telephone system for a start. Some (not all) of the reception staff are rude and not much help at all. There is no communication throughout the centre at all! I tried to arrange an appointment for my infant at the beginning of August but as she had not been registered yet they could not do this, but also could not register her as I couldn't locate her health record anywhere (was in the process of moving house and had misplaced it). If they had informed me all I needed was her NHS number to register her then I could have done it there and then. I spoke to my health visitor about this who was supportive and she rang the surgery on my behalf and spoke to reception about this and was told my daughter was able to see a doctor but the appointment would be under my name as she remained unregistered and all I needed to do was take the forms back that I had previously tried to hand in and provide her NHS number. Went to the appointment the next day to be told by the clinician I was seeing that no one had informed him about the arrangement and he was unable to see my daughter. He was extremely rude and unhelpful about it and actually reduced me to tears in the room and didn't ask if I was okay. The appointment I needed for her was because I believed she had a food sensitivity. He refused to examine her symptoms and proceeded to show me an alternative product I would need and told me I had to go and buy it myself. Fast forward on, it was most definitely a food sensitivity and I got told by the surgery in September that a referral was made and a repeat prescription for my daughter's alternative milk would be made (I understand referrals can take a while). I've not heard back about either of these things and all I've been doing is constantly having to ring (if I can get through) or go into the surgery for prescription after prescription where I was only getting one or two tiny tubs at a time. No good for a baby! And still at the end of October, no repeat prescription!! However, I can't fault the partner centre down the road as they have been more than helpful about everything to do with my pregnancy and with my daughter. The team there have all been great.

Impossible to book an appointment by phone

There appears to be a significant problem with the appointment booking service when attempting to contact the practice by telephone. I made multiple attempts throughout the day to reach someone, but each call resulted in the line disconnecting before I could speak to anyone. After numerous unsuccessful tries, I stopped attempting to get through. Based on feedback from other patients, this seems to be a recurring problem rather than an isolated incident. It would be helpful to understand why this ongoing issue has not been resolved.

Phone system makes booking appointments difficult

The reception team at the practice are genuinely helpful and accommodating, however the telephone system presents a significant problem. I made several attempts to reach the surgery by phone on behalf of a family member, but experienced repeated disconnections and unanswered calls. This forced me to visit the practice in person to arrange appointments that should have been manageable through a telephone conversation. Given that the family member in question was recovering from a procedure and not well enough to leave home, having to make this trip was particularly frustrating and could have been avoided with a functioning phone system.

Call back system worth the wait

This practice has been wonderful for me. I was initially worried about the merger since I was previously registered elsewhere, but all the clinicians have demonstrated genuine empathy and understanding towards my healthcare needs. I've encouraged my partner to register here as well, and they've had an equally positive experience. The telephone consultation system is convenient, and although there can be some waiting time involved, I believe the standard of care provided makes it worthwhile.

Calls get terminated after endless phone queues

I found this to be an extremely disappointing experience with the practice. The telephone system is frustrating—when calls do connect, there seems to be an unnecessarily long wait before the line is disconnected. I attended with a serious medical issue that was causing me considerable distress and required urgent attention. I had been advised by NHS services to visit my GP, and whilst I was fortunate to secure an appointment relatively quickly, I felt let down by the response I received. The clinician indicated they were unable to provide the procedure I needed and directed me to the hospital instead. I felt this could have been handled differently, as I believed the intervention was straightforward enough for the practice to manage. The wait for transport to hospital was particularly difficult given my condition, and I spent the time in considerable discomfort moving around the waiting area. I did appreciate that assistance was offered in arranging my transport, which was a positive aspect of the visit, but overall the experience fell short of what I would have expected from a medical practice.

Phone callbacks don't work, prescriptions take forever

Excellent facility, provided you are in good health, do not need to schedule a consultation, or require medication refills. The callback system frequently fails to function as intended, and obtaining repeat medications can take an extended period.

Repeated appointment time errors are concerning

I have had a very poor experience with this practice. There have been repeated issues with appointment scheduling, which is particularly concerning given the nature of the care provided. It appears the reception team struggles to manage multiple tasks simultaneously, and timekeeping has been a consistent problem. Out of my five visits, four had incorrect appointment times. I would recommend considering alternative practices if possible, as I have found the reception service to be unreliable and problematic.

Long waits and unhelpful reception staff

The clinical staff provide good care when appointments are available, however there are significant delays in getting seen. The reception team could be more helpful with the booking process.

Prescription delay with no communication update

I requested a prescription for my child's respiratory medication a week ago, but it has not yet been issued. Rather than proceeding with the prescription, a clinical review was deemed necessary first. However, I was not informed of this requirement and only discovered it when I contacted the practice to check on the status of the request.

Phone lines constantly busy and frustrating

It takes a considerable amount of time to reach the practice by telephone. I have experienced appointments being cancelled after waiting an extended period, only to be informed of another lengthy wait for a rescheduled slot. There have been occasions where matters have not been resolved correctly initially and required follow-up contact regarding my prescriptions. Overall, my experience has been very unsatisfactory, and I have decided to transfer to a different practice.

Phone lines impossible to reach when urgent help needed

I am undergoing investigation for a spinal concern, and the appointment to arrange imaging was not completed. I have been unable to obtain assistance from the out-of-hours service, the hospital has not been able to help, and the surgery has been difficult to reach by telephone. I have spent considerable time today attempting to resolve this matter, and the overall process has taken several weeks. I would advise prospective patients to carefully consider their choice of surgery, as I have not felt my concerns were prioritised appropriately. I have decided to transfer my registration to another practice, as I believe I will receive better support elsewhere. This decision reflects my genuine frustration with the experience I have had.

Google listing doesn't match actual Saturday hours

I have no complaints about the surgery, however people need to be aware of one issue on the Google search page. The internet indicates that the surgery is open on Saturdays from a certain time until midday, however this is only true on the final Saturday of every month.