Crowhall Medical Centre

Thorough appointment with good explanations provided

The doctor was lovely and completed everything that needed to be addressed during the appointment. They covered all the necessary points and took time to explain things clearly.

Reception fobbed me off without proper checks

Would give less if I could. I have had nothing but trouble with my experience here. What frustrated me most was being given oral medication when I had been unwell for several months and unable to retain food or drink, without basic vital signs being checked. When I expressed concern, I was advised to attend A&E but was not provided with a referral letter. I subsequently attended A&E where a serious condition was identified that required a three-week hospital stay. I feel my concerns were not taken seriously and that I have been treated dismissively due to my mental health history. I would not recommend this practice.

Struggling to book an appointment here

Securing an appointment proves extremely difficult, regardless of where you stand in the waiting queue.

Reception staff made me feel genuinely supported

It's a very good medical practice. The staff members who work at reception are excellent and so pleasant, always greeting patients with a smile and good intentions. They have been tremendously helpful to me since my recent hospital discharge. I would not consider switching to another practice.

Hard to book same-day appointments by phone

Obtaining same-day appointments can be challenging unless you arrive at the practice shortly after opening hours, as calling ahead may result in lengthy waiting times and the possibility of missing availability.

Reception staff were quick and welcoming

My first time attending an appointment at this practice, and I felt genuinely comfortable and at ease throughout. The healthcare professional was excellent, taking time to explain things clearly without rushing, and was very helpful in addressing my concerns. Thank you, they provided outstanding care! The reception staff member was also pleasant and courteous, providing efficient service, which I really appreciated.

Same day appointment and genuinely helpful staff

I contacted the practice anticipating a wait of several weeks for an appointment, but was pleasantly surprised to receive one on the same day. The team demonstrated a notably friendlier approach compared to my earlier visits, and the clinician provided thorough explanations while maintaining a professional demeanor throughout. This represented a considerable improvement relative to my previous encounters at this practice.

Staff really listened and took time to help

I can't praise the staff highly enough, in particular the doctor I saw and the nurse who assisted me. I know there are many others who have helped me in the past and more recently but, these two members of staff have been excellent in helping me. Very professional but also very humane and willing to listen and give their help and advice. I honestly feel blessed to have such wonderful people helping me. Thank you to all the people at the practice, you are all special and wonderful people.

Long-term patient with consistently helpful staff

I have been a patient at this practice for many years and have consistently had a positive experience. The level of care and support provided by all members of the team has been outstanding throughout my time here.

Felt heard and reassured at appointment

I attended an appointment where the clinician not only addressed my medical concern but also provided reassurance by resolving an additional health query. In today's environment, it is important to be patient with staff members. I have consistently found another clinician at the practice to be extremely helpful, always demonstrating friendliness and professionalism.

Receptionists made booking appointments straightforward

I have consistently found the reception team to be helpful and have been able to obtain appointments when needed.

Helpful support for managing my pain

The clinician at my practice has been excellent in their efforts to help manage my pain effectively.

Phone staff refused to help with urgent request

Unwilling to dispense my respiratory medication until I have a consultation with the respiratory specialist nurse. The next available appointment is more than a month away and the receptionist on the phone seemed to deliver the news with what felt like satisfaction, stating that nothing could be done and I would have to wait until I could speak with the clinician. It appears this reflects a broader pattern, as whenever contacting this practice they seem unable to assist with anything.

Phone appointment progressed to quick face-to-face visit

A telephone consultation was followed by an in-person visit at the practice, where I was seen promptly in a calm environment.

Receptionist sorted my tablet query quickly

Called the practice today regarding my medication and the receptionist was extremely helpful, resolving the matter promptly. My prescription was prepared and available for collection.

Reception staff genuinely wanted to help

I have been in contact with this surgery far more frequently over the past six months than with any previous practice, and I felt compelled to express my appreciation for the clinical team. Both practitioners have demonstrated considerable understanding, compassion and approachability when discussing my circumstances. They have made genuine efforts to address my concerns in a thoughtful and individualised manner, rather than offering generic responses. I have also observed a marked improvement in the attitude of the front-of-house team, who genuinely appear eager to provide assistance rather than simply fulfilling an obligation. I recognise that these are challenging times and undoubtedly demanding for all NHS healthcare professionals, so receiving such a positive experience has been genuinely reassuring.

Hard to book appointments but staff really listen

The clinical staff members have consistently provided excellent care. I have not encountered any issues and there was an occasion when a clinician made a special effort to streamline my appointment process. Medications are consistently dispensed well ahead of the estimated timeframe. The primary challenge relates to appointment availability, as advance bookings with clinicians are typically not accommodated. For those without urgent needs or with inflexible work commitments, this presents a genuine difficulty. Securing morning appointment slots is particularly problematic due to high call volumes. The situation has improved somewhat following recent years, as remote consultations have become more accessible. It would be beneficial if this arrangement continues to be offered as circumstances normalise. The rating might otherwise be lower, though the facility itself warrants recognition. The administrative and reception functions require considerable improvement, but the quality of the clinical team should not be undermined by these shortcomings.

Fast service despite high patient numbers

Efficient service given the high volume of patients attending the practice, with staff managing well under the circumstances. Keep up the excellent work.

Booking appointments here is unnecessarily difficult

The clinical staff members are satisfactory, however the practice as a whole requires significant improvements. Scheduling appointments presents considerable difficulties, with the standard response being to contact the surgery in the morning, though calls are frequently met with lengthy wait times and dismissive suggestions to retry the following day. Outside of regular operating hours, there are limited options available: emergency services or home visits, along with a voicemail prescription service. Unfortunately, the voicemail option proves ineffective during these periods, as callers typically encounter only silence followed by a disconnection tone.

Struggling to book appointments around work commitments

I have been with this practice for over six decades and feel it has deteriorated significantly over time. As someone who works full time, I find it challenging to secure appointments that align with my schedule. The latest available appointment slot is mid-afternoon, as the final hour of the day is reserved for administrative duties. While nurse appointments for blood work can sometimes be arranged at later times, this appears to require personal responsibility for transporting samples to the hospital laboratory. I question whether this represents a genuine healthcare service or simply an arrangement focused on operational convenience.