Collingwood Surgery

Phone lines constantly busy and unreachable

The practice is difficult to reach by telephone.

Phone queue system isn't working properly

Getting through by telephone takes considerable time, and the new queuing system with its callback feature has not improved the situation and appears to have made it worse. When contact is eventually established, receptionists request information about your health concern and make an initial assessment of the urgency required. There are concerns about the approach taken by one clinician, who was perceived as dismissive, lacking in courtesy, and not sufficiently attentive to what was being communicated.

Phone lines constantly engaged, hard to book

It appears that obtaining an appointment requires submitting a complaint via email to the practice management team, as the telephone lines are persistently unavailable.

Difficult to reach, but reception staff were kind

After finally getting through to request a call from the on-call clinician, the consultation itself was extremely unprofessional and discourteous, falling well short of the standards expected in healthcare. I was not given an opportunity to explain my concerns before being told that the call would need to be rushed due to other urgent commitments. I felt that sharing such information was inappropriate. The remainder of the conversation continued in the same abrupt and dismissive manner. I was then informed that there was insufficient time to arrange the appointment I required, and I was told it would be passed to another team member who would contact me to arrange this. That was five days ago, and I have not yet received a callback. I managed to get through again today and booked the appointment myself. The reception staff were helpful, professional, and demonstrated far better communication skills than the clinician I spoke with previously.

Phone lines constantly engaged and impossible to reach

Contacting this surgery has proven to be extremely difficult. It is unclear how patients are expected to access medical care when telephone lines are consistently unavailable. Many other practices have implemented queuing systems that this surgery does not appear to offer. Repeated attempts to reach the practice to schedule an appointment have been unsuccessful, with each call resulting in an engaged line. The practice has requested that patients ring back repeatedly to arrange appointments, which has made the process particularly frustrating. It would be more practical if the surgery were to take the initiative in contacting patients to confirm appointment times rather than placing the burden of repeated calls on patients seeking care.

Couldn't get through on the phone all morning

I've been attempting to reach the practice by telephone since early this morning and only received a recorded message indicating they were unavailable due to a lunch break, which I found quite frustrating.

Impossible to get through on the phone

It is frustrating to receive only an engaged signal when attempting to contact the practice by telephone.

Long wait times and poor communication

This practice falls short of expectations.

Helpful staff but phone line keeps failing

The team members are wonderful and I have always felt well supported, however the phone system is extremely problematic. There is no proper queuing arrangement, just a message stating the line is busy. I have attempted to call on multiple occasions over the past week without success. This is quite frustrating.

Responsive practice that listens and supports

This practice has arranged numerous tests for me and provided excellent support during a difficult period. They consistently make appointments available for my family members, including same-day slots when needed. The care extended to my older relatives has been outstanding. I would highly recommend them.

Saw six different doctors in two weeks

I have experienced significant frustration with the approach taken at this practice. Over the past few years, my health concerns have not been adequately addressed, and I feel that cost considerations have taken priority over proper care. I have consulted with multiple clinicians in a short timeframe regarding persistent pain, yet have received inconsistent advice and varying treatment suggestions. During one appointment, I felt that the clinician was uncertain about the appropriate course of action. Despite attending numerous appointments while experiencing considerable discomfort, I received a letter expressing concerns about my behaviour during visits. I believe my assertiveness in advocating for my health has been mischaracterised. My conditions continue to worsen without satisfactory resolution or onward referrals. I have concerns that financial considerations may be influencing clinical decision-making at this practice, and I would welcome independent scrutiny of the policies and procedures in place. I feel that the focus is on managing costs rather than achieving positive health outcomes for patients. If you are considering joining this practice, I would advise being prepared for limited treatment options and referral pathways.

Staff professionalism made me feel well looked after

I have been seen by numerous clinicians at this practice and have consistently found them to be highly professional, along with the entire team supporting them. While it may not be my favourite location to attend, I always depart feeling that I have received attentive and thorough care.

Receptionists made booking straightforward and stress-free

We have found this practice to be impressively efficient and of high quality in the care it provides. Following a personal recommendation, we made the decision to register here and have been very satisfied with that choice. The reception team demonstrates helpfulness and compassion, while the clinical staff are reassuring and professional during both in-person consultations and telephone consultations.

Friendly reception staff made all the difference

Outstanding practice in the northern region.

Reception staff dismissive of test results

I have found the clinical staff at this practice to be dismissive of my concerns. In my experience, significant test results have not been adequately addressed, and I have not always been informed of findings from investigations. I felt that my symptoms were not taken seriously, even when supported by test outcomes. I believe the care I received has negatively impacted my health. I would not recommend this practice based on my personal experience.