Crossfell Health Centre

Couldn't get through on the phone for weeks

Frustrating experience attempting to make contact over an extended period without success.

Phone lines impossible to get through on

The telephone lines are extremely difficult to get through on. The practice might as well be unreachable given how inaccessible it feels to patients trying to make contact.

Couldn't get through on the phone

Extremely disappointing experience.

Staff too busy to answer phones

The service provided was disappointing, as staff appeared to prioritise conversations among themselves rather than attending to incoming telephone calls promptly.

Phone lines impossible to reach, staff unhelpful

I have been a patient at this practice for many years and continue to remain registered despite ongoing frustrations. My primary concern relates to the accessibility of the telephone service. On a recent occasion, I made numerous attempts to reach the practice to schedule an appointment, with several calls being placed on hold before disconnecting. This process began in the morning and continued for several hours without success. Additionally, I have found the level of responsiveness from staff to be disappointing. When I eventually managed to speak with someone at reception, I explained my situation but was informed that the practice was too busy to assist and suggested I try again the following day. This experience has been particularly difficult for me given that I have a dual diagnosis affecting my ability to process information and manage stress in such situations. Being dismissed without proper support has left me feeling frustrated and overlooked. This is not an isolated incident, and I have concerns that this pattern will continue. I am very dissatisfied with the service provided by this practice. The apparent lack of regard for patient needs is concerning, and I believe that all staff would benefit from reassessment of how they approach their roles and interact with patients.

Efficient practice with friendly reception staff

An outstanding and welcoming medical practice that operates with impressive efficiency and professionalism.

Practice ignores phone calls and dismisses concerns

I have had a very negative experience with this practice. I felt treated poorly and heard comments that were hurtful and disrespectful. The staff have been rude on multiple occasions and made me feel like I cause problems. There are ongoing issues with prescription timing - the stated timeframe means my carers need to arrange collection several working days in advance to ensure my medications arrive when needed, but there have been problems with acceptance that have resulted in additional costs. When I have raised concerns about this, I have been told that if I am unhappy I should go elsewhere. I also had a concerning experience when I contacted the practice after potential exposure to illness and asked whether I should cancel my appointment. I received a message stating that I had cancelled, and was warned that further cancellations would affect my medication access, which left me uncertain about whether I should have contacted them at all. There also seems to be confusion among some staff about how appointment scheduling and timeframes work. I have experienced serious health events including fainting and seizures, yet feel that if I call for emergency support I would face consequences. That said, not all staff members have treated me this way - I have had positive interactions with some clinical staff and reception staff. However, I would advise anyone experiencing mental health difficulties to consider changing practices if possible, as I have concerns about confidentiality and how patient information is handled outside of appointments.

Phone staff weren't very helpful or polite

The reception team came across as rather impolite during my telephone call, and I could hear them laughing while I was asking a straightforward question. I was calling regarding an appointment at the practice location.

Reception staff were unhelpful and dismissive

I have relocated extensively throughout the country and abroad, and I must say this practice falls significantly short of others I have experienced. The front desk staff present considerable challenges. My interactions have been disappointing, characterised by what I perceived as dismissiveness and a lack of willingness to assist. Securing an appointment proves extremely difficult, and when one is finally obtained, continuity of care is lacking as different clinicians are seen on each visit.

Long waits but strict cancellation policy

When I arrive late or fail to attend an appointment, I forfeit my position at the practice. Yet on this occasion, I waited considerably longer than my scheduled time, apparently without consequence. It seems there's an inconsistency in how these policies are applied. I found this frustrating and suspect this experience may be common across many medical practices.

Rushed appointments don't address patient concerns

My mother's GP practice. The clinicians appear not to review patient records and seem unable to dedicate sufficient time to hearing what patients have to say. We were repeatedly informed that advance bookings were unavailable, and when attending for an urgent appointment, we were advised that only a single concern could be addressed. This represents a disappointing approach to care. The procedures in place appear to work against patients who have genuine healthcare requirements. The service does not provide comprehensive, whole-person care.

Impossible to book appointments by phone

Absolutely frustrating - unable to secure an appointment and required to call in the morning only to be informed that all slots were completely full.

Phone staff could improve their manner

My elderly mother was removed from the patient list when she relocated to a nearby area. The practice had previously encouraged her to move with them when they relocated from their original location, but this was not honoured. The telephone staff came across as unwelcoming, and it felt as though better communication skills and patient-focused training would have improved interactions. There appeared to be little consideration for patient continuity of care. Although a meeting was held to discuss the situation, the outcome was disappointing. We would advise others to be cautious about changing address, as this practice may not retain patients in such circumstances. We have since found a surgery that better meets our needs and are very satisfied there. I would have preferred to leave no rating at all.

Impossible to reach by phone here

The practice consistently fails to answer calls, with automated messages being the only response received on every attempt.

Difficult to reach by phone after hours

Calls go unanswered outside of appointment booking hours. The reception team could be more welcoming. Many of the clinical staff seem disengaged from patient care. If this is representative of healthcare services generally, there are concerning issues to address.

Felt unheard during my appointment

Not a positive experience with the medical team at this practice.

Reception staff made booking difficult

The reception staff can be unwelcoming, and even if you manage to book an appointment, you may need to wait a couple of days. Once you arrive for your appointment, waiting times can extend to around an hour. The clinical team seems to change frequently, which differs from when the practice first opened and had more consistent staff. Repeat prescriptions also present challenges, as they are often incorrect or delayed when attempting to obtain them on time.

Rude receptionists and a broken appointment system

The reception staff were unhelpful during phone calls, and the booking system proved problematic. Overall, this practice requires significant improvements.

Impossible to reach by phone

The practice is disappointing. The telephone lines are constantly busy and calls are rarely answered. I have had a poor experience overall with this surgery.

Couldn't get through on the phone line

Attempted to reach the practice by telephone on multiple occasions without receiving a response, which led to attending an alternative healthcare facility instead.