Crossfell Health Centre

Impossible to get through on the phone

I would rate this experience extremely poorly if possible. After waiting over an hour and making numerous attempts to contact the practice, I was informed that there were no available appointments. This was a frustrating and unhelpful experience.

Couldn't get through on the phone line

I've been attempting to reach the practice for the past couple of hours without success. The service has been extremely disappointing.

Phone queues need improvement and better staffing

The telephone system is problematic and requires additional staffing resources rather than prioritising financial returns. Most of the team are unhelpful, with only one staff member being genuinely competent and reliable. A referral I requested two weeks ago was never submitted. The practice's published information claims to have eight doctors, which appears inaccurate. There should be transparency about which positions are permanent and which are temporary, as the current presentation is misleading. I frequently need to contact the practice because prescriptions are incomplete or items are missing. The practice was better managed under previous leadership.

Phone lines consistently go unanswered here

The practice has significant issues with telephone accessibility. I have attempted to reach them numerous times from opening hours without success, and on the occasions when I have managed to get through, the calls have been disconnected. The phones appear to be consistently unattended. This has been an extremely frustrating experience, and I consider the service to be severely inadequate.

Dismissive approach to mental health concerns

If you experience anxiety or mental health concerns, you may wish to consider an alternative practice, as this surgery does not appear to provide the level of care and compassion that patients with these needs require.

Phone lines make booking appointments difficult

This has been my least satisfactory healthcare experience. Like many practices, obtaining anything by phone proves extremely challenging, so attending in person early in the morning to book an appointment is more practical. The clinical staff could be more approachable, and their demeanor sometimes lacks warmth and understanding. Communication can occasionally be unclear. There also tends to be considerable delay in processing requests or completing administrative tasks. Overall, I found the experience quite disappointing.

Staff work hard despite busy queues

I have been visiting this pharmacy for many years to collect my husband's regular monthly medication. I have witnessed how hectic it can become, and I have noticed the team members put in considerable effort despite challenging conditions and occasionally demanding customers. I have used other major pharmacy chains previously, and in my opinion, this one stands out as the superior choice.

Phone lines impossible to get through on

Attempted to contact the surgery today on multiple occasions over the course of an hour. The vast majority of calls were disconnected immediately with an automated message indicating no availability. On the few occasions when the call did connect, I was placed on hold with music and ringing tones, only to receive another message after approximately ten minutes stating that no one was available and suggesting I call back later. This experience reflects what appears to be significant difficulties with the surgery's telephone system and call handling procedures.

Couldn't get through on either phone number

The contact number listed on their website does not function properly. The telephone number shown on their online search listing also does not work. This is quite frustrating to be honest.

Couldn't get through on the phone

Awful experience with accessibility - I struggle to reach the practice by telephone, and although they collected my contact details to call me back, I'm still awaiting that return call.

Impossible to reach by phone or book appointments

I attempted to contact the practice at opening time but received an automated message indicating all staff were unavailable. I persisted with multiple call attempts over approximately twenty minutes, each time encountering the same automated response before eventually disconnecting. Unable to reach anyone by phone, I decided to visit in person instead. Securing a face-to-face appointment proved extremely challenging when I required one. Due to these difficulties, I am considering switching to a different medical practice.

Impossible to book an appointment by phone

Extremely difficult to access appointments through this practice. The telephone lines open at 8:29 but are consistently engaged throughout the day, making it nearly impossible to get through. In-person visits to the surgery at opening time are required to secure an appointment, which presents a significant challenge for patients who rely on public transport or taxis to attend.

No changing facilities and impossible to reach by phone

Poor experience - I requested access to the toilet facilities to change my baby's nappy but there was no changing table available, which left me uncertain about where I was expected to manage this task. I was quite surprised to find that baby changing facilities were not provided at the surgery. Additionally, I found it extremely difficult to get through on the phone, requiring many attempts before successfully reaching someone.

Phone line down, can't book appointments

The practice's phone line has been unavailable for an extended period, making it impossible to book appointments during this time.

Getting a face to face appointment feels impossible

I have been a patient at this practice for many years and have noticed a significant decline in accessibility since the pandemic. It has become extremely difficult to obtain appointments, and face-to-face consultations are rarely available. This is particularly frustrating given that I previously had regular in-person visits with my healthcare provider, yet it has now been several years since my last one. I feel the practice could improve its service delivery and return to the standard of care it once provided.

Phone lines consistently go unanswered here

I conducted an informal test by calling the practice while standing in the reception area. I observed that the call went unanswered, and the staff members present commented that the phone was ringing loudly. This adds to my ongoing difficulty in reaching the practice by telephone. However, I did notice the staff members having a pleasant conversation during this time.

Couldn't reach practice after multiple call attempts

I felt that my initial assessment at this practice was inaccurate. The guidance I received did not align with what I believed was appropriate for my situation, and I was concerned about the potential impact on my health and wellbeing. This morning I received a letter requesting that I contact the practice for a review, however after multiple attempts to get through I was unable to make contact. I am now considering seeking a second opinion regarding my experience.

Phone lines are frustratingly difficult to reach

I find it difficult to reach the practice on a regular basis. While I understand this may be a common issue elsewhere, the experience of waiting an extended period on hold only to have the call disconnected is frustrating. Additionally, the demeanor of certain reception staff members could be improved. That said, there are some genuinely excellent people working at the practice.

Phone lines never answer when you call

Would rate this much lower if possible. The telephone system consistently fails to connect calls. I have been attempting to secure an appointment for more than a month without success, as no one picks up the phone. I am unclear about what the staff members are actually doing during their working hours. The entire situation feels disorganised and I remain in discomfort.

Helpful staff and shorter phone waits

Despite what some other reviews suggest, I have consistently found both the clinical and administrative staff to be supportive and approachable, considering the challenging conditions they operate within. The updated communication system that has been introduced has also made a positive difference, with reduced waiting times when calling in.