Crossfell Health Centre

Couldn't get through on the phone

The medical professionals here fell short of expectations, and the overall experience was disappointing.

Phone queue took far too long

It would be beneficial if the reception team could prioritise answering incoming phone calls more promptly, as callers may experience lengthy wait times before their calls are answered.

Phone queue wait times are frustrating

The phone lines are difficult to reach, with extended wait times when trying to get through. I waited for a considerable period and remained first in the queue for a significant portion of that time. This experience was frustrating.

Phone queue system's improved considerably

The phone system has improved considerably and now provides queue position updates. The clinical staff are excellent and consistently demonstrate good listening skills and understanding. While obtaining appointments by telephone could still be better, there has been noticeable progress compared to how things were previously.

Appointment booking stressful but staff genuinely competent

I find making an appointment quite stressful and time-consuming, as ringing up requires queuing first thing in the morning. However, the competency of the staff is excellent. The clinician I saw is lovely and takes time to listen to you, demonstrating politeness and genuine care. I am now becoming accustomed to using the NHS app for requesting additional medication through e-consultation, which is a quick and effective service.

Staff are polite and caring despite lengthy appointments

Patients are often quick to voice complaints, but I wanted to highlight how excellent and compassionate this health centre is. Like any surgery, there are areas for improvement, but overlooking the lengthy appointment procedures, the team members are consistently courteous and caring, offering assistance wherever possible. There is one clinician who truly stands out, demonstrating exceptional dedication with a consistently positive demeanor and genuine willingness to listen to patients' concerns without rushing. The level of care provided is outstanding, treating each person with the warmth and attention one would expect from a family-focused practice. The management staff member is equally impressive, showing genuine care and helpfulness throughout interactions. The individual managing prescriptions also deserves recognition for their support and efficiency. Finally, the reception team members are delightful and deserve acknowledgment for handling their role professionally, particularly given the challenging situations they sometimes encounter. Overall, this has been a wonderful practice to be associated with for over a decade, and we look forward to continuing our relationship for years to come.

Friendly reception made the visit pleasant

Satisfactory.

Appointment after appointment with no answers given

I don't usually make many appointments at my practice, but I attended for a scan in October 2023 and waited without receiving any follow-up communication. When I contacted the office, I was told I needed to book an appointment to discuss the results, which suggested the news wasn't positive. At the appointment, the clinician reviewed the report quietly and mentioned I would need a referral to a specialist. I asked whether a referral to a pain management service was possible, as I experience ongoing discomfort that disrupts my sleep. They agreed but then said I would need another appointment to address a separate issue with my arm that's affecting my ability to work, as discussing it would overrun the allocated time, despite the appointment already being significantly delayed. I booked a follow-up appointment and mentioned the scan referral I was expecting. I received a message with several clinic options, but when attempting to book, none had available slots. I explained this to the clinician, who suggested I keep trying, though I was informed any appointment would likely be at least seven weeks away. I'm experiencing considerable pain, particularly as my medication was reduced before the scan. When I asked about the pain management referral, I was again told to make another appointment. The whole experience felt quite frustrating. I'm still unclear about what the scan showed, my ongoing back discomfort remains unaddressed, and nothing has progressed regarding my arm issue, despite the practice not appearing particularly busy.

Receptionist unhelpful and appointments nearly impossible

This practice falls significantly short of expectations. The reception staff appear poorly informed and unhelpful. Obtaining an appointment is extremely difficult. The approach seems to be redirecting patients to hospital rather than addressing concerns. There appears to be minimal effort made to assist with medical matters, even when urgency has been communicated. It is unclear why this practice would be anyone's first choice. The overall experience is deeply unsatisfactory.

Difficult to book appointments with reception issues

Since the new management arrived, accessing GP appointments has become increasingly difficult and frustrating. The experience has deteriorated to such an extent that serious concerns about the practice's viability come to mind. There are two staff members whose professionalism and dedication stand out positively. One has been with the practice for many years, while the other is a clinical professional who consistently provides good care. It is unfortunate that a previous senior clinician has since left, as the practice functioned better during that period. The reception team's performance is problematic. There are frequent inconsistencies between what they communicate and what actually happens, with explanations that lack credibility. A significant issue occurred when administrative paperwork needed completion. The reception team provided an estimate of 24 hours, yet the process took nearly a week, and the form was still not completed accurately upon submission. When instructed by an external authority to collect the completed document before submission, the reception team sent it regardless, creating additional complications. When temporarily registered as a patient at another location due to personal circumstances, this practice subsequently removed the records without proper notification or discussion. This has resulted in a decision not to re-register with them. The overall experience has been very poor. The practice does not merit a positive recommendation. It is surprising that the practice continues to operate given these significant service issues. Would this surgery be recommended to others? Absolutely not.

Impossible to reach and medication orders go missing

Disappointing experience overall, with significant difficulties reaching the practice by phone and obtaining appointments. Currently, this practice feels like an obstacle to accessing healthcare, receiving treatment, and getting adequate care. Submitted a prescription request over two weeks ago, but only partial medication was sent to the pharmacy. This required trips to both the pharmacy and back to the practice as there appeared to be confusion about what had been dispensed. When contacting the practice today, I was informed the pharmacy had received the items over a month previously, though I was told this should represent the final monthly supply. When I raised concerns about the back-and-forth visits affecting my health and suggested I might lodge a formal complaint, my concerns were dismissed. Throughout this process, I felt dismissed and received poor service.

Long wait for diagnostic test appointment

I have been waiting over a month for a lung function test and have been informed by reception that I am on a waiting list with approximately one hundred other patients. The practice has explained that the delay is due to staffing constraints, as they are currently training someone to perform these tests. Given the importance of this diagnostic procedure, I feel frustrated by the extended wait time. I will be referred to the chest clinic without having completed this test first, which concerns me regarding how that appointment will proceed. I have noticed that accessing appointments at this surgery seems increasingly difficult, with staff frequently indicating that clinicians are unavailable. I wonder whether changes to working patterns within the practice may be contributing to these accessibility issues, and I am concerned about how this might be affecting the quality of care provided at this location.

Reception staff were dismissive and unhelpful

I would rate this experience much lower if possible. I found the service to be extremely poor, with significant issues regarding the reception staff and clinical team. I felt frustrated by difficulties accessing a private prescription and had concerns about the approach to pain management. I would recommend considering alternative healthcare providers.

Practice discharged me instead of helping

I have been managing complex health challenges. The practice decided to discharge me from their care rather than provide ongoing support. This discharge has created additional difficulties for me, as I am now struggling to access the help I require. I am very disappointed with this outcome.

Friendly staff resolved missing information quickly

I recently asked for some information to be provided. Part of what I needed was not included initially. When I rang the surgery to follow up, I managed to reach someone on my third call. The team were extremely courteous and competent, and they expressed regret for the incomplete response. Overall, I am satisfied with how matters were resolved.

Phone lines constantly busy and frustrating

The phone lines are not being answered, which is frustrating.

Impossible to get through on the phone

Attempting to contact this practice by telephone is an extremely challenging experience, with a frustratingly inadequate call system that lacks any queue management. Throughout the morning, numerous call attempts result in the same unhelpful automated response indicating that all staff are currently occupied and suggesting to try again later. Securing an appointment is consequently very difficult, and this issue appears to be a recurring problem. It seems surprising that in the current year, the practice has not implemented a proper queuing system for incoming calls. Appointments can only be booked by calling at a specific early morning time, yet the deficient phone system makes this process nearly impossible. Multiple call attempts have resulted in only a handful connecting, only to be disconnected within seconds by another automated system stating no one is available and terminating the call. If alternative surgeries are accessible, they would likely be preferable. The experience is highly stressful and consumes considerable time attempting to complete what should be a straightforward booking process. The situation appears to warrant urgent improvement, as the current arrangement is wholly unsatisfactory.

Phone lines constantly busy and frustrating

I would rate this experience as extremely poor if lower ratings were available. The practice felt inadequate, particularly regarding phone access. Attempting to reach the surgery at 8:30 resulted in consistently busy lines, which was frustrating and disappointing.

Prescription requests ignored, phone lines unreachable

I would rate this experience extremely poorly if a lower score were available. I have submitted multiple requests for a prescription through email correspondence, yet it has not been collected by the pharmacy. I have attempted to contact the practice repeatedly on numerous occasions without success. This has been a very disappointing experience with the service provided.

Phone lines constantly busy and unresponsive

This practice has been a disappointing experience. The telephone service is particularly problematic, with calls rarely being answered. Having used various medical facilities across different regions, I found this one to fall significantly short of expectations. It would struggle to meet even basic service standards.