Crowhall Medical Centre

Reception staff could be more welcoming

The demeanor displayed by the reception team comes across as rather curt and lacking in warmth for those working in a customer-facing role.

Reception staff attitude needs improvement

The clinical staff were satisfactory, however the other team members were problematic. There seemed to be a perception that they held themselves to a higher standard than their actual role warranted.

Phone staff could improve their customer service skills

The reception team would benefit from additional customer service training. On a recent occasion when I called early in the morning to schedule an appointment, slots were unavailable within minutes. This has happened to me several times previously. During that call, I found the receptionist's manner to be unhelpful and the call was disconnected. When I rang back to understand what had happened, I was offered the opportunity to speak with a manager, but was told they were unavailable. I felt disappointed by this interaction and the level of service provided. Additionally, I have found it frustrating when attending appointments feeling unwell, only to be told that my concerns are nothing to worry about.

Phone lines blocked during appointment booking

Attempted to call today between 7:15 and 7:45, making over 60 attempts, but the phone appeared to be unavailable and calls were not being accepted. When I eventually got through, the receptionist indicated that all available appointments had been allocated to walk-in patients, leaving those calling unable to secure a slot. This approach feels unacceptable and unprofessional for an administrative role in a medical practice and is particularly unfair, as not all patients are able to attend in person. There should be fair procedures in place to ensure equitable access to appointments for both walk-in and telephone callers, as some patients can only book by phone due to personal circumstances. The receptionist appeared to prioritise walk-in patients entirely, then claimed no appointments remained when phone callers enquired. This suggests a need for better training and understanding of patient needs and the importance of fair appointment distribution. The administrative staff would benefit from professional development to improve their approach to patient care and communication. The clinical staff are excellent, and it is largely due to them that I continue with this practice. However, the reception and administrative team require improved training to understand the diverse needs of patients and to provide appropriate support rather than creating additional stress.

Long wait times and unhelpful reception staff

The overall experience at this location and its associated pharmacy felt disappointing and fell short of expectations.

Impossible to get same-day appointments here

It must be acknowledged that this practice has presented significant challenges, particularly regarding appointment availability. Attempting to secure same-day appointments has proven consistently difficult, with calls made early in the morning often going unanswered. When contact is eventually established, available appointment slots have typically already been allocated. The surgery would benefit from expanding its staffing capacity, both in terms of reception personnel to manage telephone enquiries and additional clinical staff to accommodate patient demand. I am considering transferring my care elsewhere in the near future. The overall experience has been disappointing.

Long waits and poor appointment availability

The practice frequently operates behind schedule. Obtaining appointments proves difficult. The overall management appears disorganised. Staff tend to offer explanations rather than solutions. There were instances where office staff appeared to discuss patients inappropriately with clinical staff in ways that were overheard.

Appointment booking system let me down badly

I have struggled to identify any positive aspects of this practice. Obtaining timely appointments has proven very difficult, as standard booking calls result in appointments being offered several weeks in advance. Early morning calls at 7:30 are unsuccessful due to inability to get through. During a recent visit, I noticed an error had been made on my appointment documentation. Upon arrival, I was informed that my appointment appeared to have been missed, and when I presented the paperwork, the response lacked acknowledgement of the mistake. I was then given limited options: either return within approximately two hours or wait until the following month for what should have been a routine procedure.