Crossfell Health Centre

Patient Experience Summary

Patients consistently report significant challenges accessing the practice by telephone, with calls frequently going unanswered, disconnecting without explanation, or requiring extended hold times. Booking appointments has become increasingly difficult, with many patients unable to secure slots through phone contact and some resorting to attending in person at opening hours. Reception experience varies considerably, with feedback ranging from unhelpful and dismissive interactions to courteous and professional service, though responsiveness to patient needs remains a concern across multiple reviews.

Continuity of care has emerged as a persistent issue, with patients reporting frequent changes in clinical staff and limited opportunity to see the same provider. Prescription management presents ongoing problems, including delays, incomplete orders, and errors that require multiple follow-up visits. Communication gaps are evident, with patients describing unclear guidance, incomplete information provision, and delayed responses to requests. While some patients acknowledge competent and compassionate individual clinicians, the overall care experience is characterised by procedural barriers that patients feel work against their healthcare needs.

Recent feedback indicates some improvements to the telephone system with queue position updates and reduced waiting times when calling, alongside recognition of professional and caring clinical staff. However, appointment accessibility by phone remains challenging, and administrative processes continue to present delays. The practice environment and facilities have also been noted as requiring attention in some areas.