Cruddas Park Surgery

Phone booking confusion over unclear date wording

I found the phone booking process quite frustrating. During the call, the receptionist used an unusual way of stating a date that I didn't immediately understand. Despite my apparent confusion, there was no attempt to clarify or confirm what had been said. I was puzzled enough by this that I subsequently asked several people whether this was a regional way of speaking. None of them were familiar with this particular method of expressing dates either. It seems reasonable to expect that appointment scheduling would be straightforward and easy to follow for patients, yet this experience suggested otherwise.

Practice made my anxiety significantly worse

Disappointing experience. If you're dealing with mental health concerns, this practice may leave you feeling significantly worse. Very poor service.

Prescription delays and poor communication from staff

I've noticed the comments others have made about the reception staff, and I have to say my own experience reflects those concerns. The level of service seems to vary considerably depending on which receptionist you speak with, which I find problematic. My main concern is around how communication is handled at the practice. This is now the third occasion I've ordered my regular prescription on a Tuesday for Friday collection, only to find it hasn't been processed because someone has declined to authorise it. I've given adequate notice, so I would expect to be contacted if there's an issue. Instead, I'm facing another lengthy phone call just to get through, only to be told they'll submit the request, which will then take most of the day to sort out. It feels unreasonable to repeatedly withhold medication without explanation. The medication I take requires careful management and cannot simply be stopped without potential consequences, which I'm sure the practice understands. Overall, I believe there are several areas where this practice needs to improve to meet the standard I would expect.

Helpful doctors who actually listen

Attended this practice through a particular scheme and found the doctors to be excellent. Had consistently positive experiences and no issues to report.

Doctor dismissed concerns about struggling infant

I am writing to express my concern regarding the care my young infant received during a recent appointment. My child had been unwell for an extended period, with symptoms becoming progressively worse. Despite following the recommended treatment approach, there was no improvement. At the time of the appointment, my baby was experiencing breathing difficulties and feeding problems. As a parent, this was very worrying, and I sought medical attention because I was concerned about my child's wellbeing. Unfortunately, the consultation was disappointing and distressing. Rather than conducting a comprehensive assessment or acknowledging the significance of the symptoms in such a young child, I was repeatedly advised to wait longer and return only if the condition did not improve. This guidance was given despite observable signs of deterioration and despite my child's very young age. I also felt that my concerns were dismissed and treated in a condescending manner, as though they stemmed from a lack of understanding rather than careful observation of my own child. Parents are often the first to notice when something is wrong, particularly with infants who cannot express their distress verbally. Being made to feel disregarded while my baby was visibly unwell was very upsetting. For an infant of this age, breathing and feeding difficulties are recognised as matters requiring prompt and careful evaluation. A "wait and see" approach in this situation felt inappropriate and concerning. I left the appointment feeling unheard, unsupported, and worried that my baby's condition was not being taken seriously. I am providing this feedback not only because of my own experience, but out of concern for other families who may face similar situations. I hope this is considered carefully and used to reflect on clinical decision-making and communication with parents, particularly when caring for very young and vulnerable patients.

Reception staff need better training and attitude

I'm uncertain why this practice has appointments being directed to another location. The reception team was difficult to interact with, and I believe staffing changes would be beneficial. During a recent in-person visit to the alternate site, I waited three hours only to discover there was an issue with my registration, which was very disappointing. There seem to be ongoing organisational problems. The staff at the main practice location are considerably more pleasant and courteous by comparison.

Long waits and no appointment system

This practice has been disappointing. There appears to be no clear system for patient appointments. Every visit involves waiting significantly longer than expected to be seen by a clinician.

Friendly reception staff made the visit pleasant

Positive experience with the medical team.

Clean clinic with helpful and approachable staff

The facility was well-maintained, the clinical staff were supportive, and the healthcare professional was approachable and provided useful assistance.

Wrong diagnosis and unnecessary blood tests

This practice fell short of expectations. I received a diagnosis that did not accurately reflect my health concern, and during my visit I was asked to provide multiple blood samples when only one should have been necessary. I would recommend considering alternative healthcare providers for your needs.

Staff were polite and genuinely helpful

The staff members are consistently welcoming and eager to assist, demonstrating politeness and helpfulness throughout my visits. I truly appreciate their friendly demeanor and would certainly recommend them.

Reception staff dismissive about prescription transfer issue

Once more, I found the receptionist's manner to be quite disappointing. I rang to confirm that the pharmacy had my prescription ready, only to be informed that I had apparently been enrolled in a pharmacy service and my prescription had been redirected elsewhere. I was told I would need to contact them directly to retrieve it. I was puzzled about how I could be registered for a service I had not consented to. The call ended abruptly with little support offered regarding my prescription situation. I intend to lodge a formal complaint and feel that my concerns need to be properly addressed.

Felt properly listened to at last

This surgery has improved a lot over the past couple of years. Saw a clinician a while ago now, who was really good and open to what I was saying. They seemed like someone who thinks, which is a rare thing these days:)

Reception staff could be more welcoming

I have had negative experiences with one of the doctors at this practice, having attended two appointments where I found the manner to be quite unpleasant. It seems unfortunate that the attitude towards patients appears dismissive. Additionally, I encountered similar discourtesy from some of the reception staff. I would have reservations about recommending this surgery based on these interactions.

Referrals delayed and concerns dismissed without proper investigation

I have serious concerns about the quality of care at this surgery, particularly for vulnerable patients. I feel that the practice has not adequately supported my partner through her healthcare needs. She has been waiting an extended period for a mental health referral that has not yet been arranged, and her requests for investigation of ongoing physical symptoms have not been taken seriously. Additionally, a marker was placed on her medical record that she feels does not accurately reflect her circumstances, especially given previous incidents involving her medications. My partner has felt dismissed and undervalued during her interactions with the practice, and I believe the focus on administrative procedures has come at the expense of compassionate patient care. I am disappointed with how her concerns have been handled and feel the standard of care falls short of what should be expected from a healthcare provider.

Staff went above and beyond during closure

The service was exceptionally poor for a three-week period that encompassed the festive season and New Year break. However, the support provided by the reception team, the clinician who called me, and the clinician who visited my home demonstrated outstanding levels of care and dedication. I was genuinely grateful for their efforts.

Reception team stayed helpful even when busy

Over the past year since my parents became patients at this practice, they have experienced excellent care. They have been invited for regular reviews related to their ongoing health needs, participated in thorough medication assessments with a pharmacy professional, and following a recent incident at home, received a visit from a caring clinician. We are genuinely grateful for the attention and support provided to my parents throughout their time here. The front desk staff deserve special mention for their consistent helpfulness and friendly approach, particularly given how busy they often are. This practice has truly exceeded our expectations in many ways.

Couldn't get through on the phone line

My visit to the clinic did not go well. When I contacted them in the morning, the receptionist was unable to schedule an appointment and advised me to try again the following day at an earlier time. I made the call as suggested the next morning, but unfortunately nobody picked up. I attempted to reach them multiple times throughout the day, but each attempt was unsuccessful. This situation was quite disappointing, and I would appreciate to see improvements in how the clinic handles patient inquiries going forward.

Friendly reception and caring nursing staff

The reception team were delightful, and I received care from two excellent healthcare professionals who provided outstanding service.

Felt genuinely listened to and well cared for

My experience at the surgery today was excellent, with outstanding care and attentiveness throughout my visit. I was very grateful for the professional service I received.