Deerness Park Medical Centre

Quick response to eConsult submission

I can only rate the service I received as 5* I accessed the online consultation service via the practice website and completed all requested sections before submitting the form in the morning. A confirmation message arrived almost immediately. I received a phone call the same day around midday and was offered an appointment at the practice that afternoon. I was seen by a clinical practitioner who reviewed and discussed the information I had provided in my online consultation. Following an examination, the practitioner consulted with a colleague on duty who also assessed me. This resulted in a diagnosis and an agreed action plan. The entire process from submitting my online consultation to receiving a diagnosis and action plan within the same day can only be rated as a 5* service.

Couldn't get appointment despite months of trying

I have found the service to be extremely disappointing. I have been attempting to secure an appointment over the past several months without success. The practice would benefit significantly from improvements, particularly regarding the front desk team. Patients in vulnerable circumstances appear to be receiving inadequate support and facing barriers to access. Not all patients are able to call during early morning hours, and being directed to wait nearly an hour only to be redirected to an online booking system is problematic. Not everyone has the digital skills or access required for online appointments, which creates a barrier for certain groups. The entire appointment system would benefit from a comprehensive review. When I have managed to see clinical staff at the surgery, they have been considerate and supportive. However, I have found the out of hours service to be more accessible and helpful overall.

Reception blocked kidney scan referral process

My child has experienced recurring urinary tract issues over an extended period, and I am deeply concerned about the underlying cause. During a recent appointment, she was prescribed another course of antibiotics and provided with contact details for a kidney imaging procedure. When she attempted to arrange this directly with the hospital, she was informed that the referral would need to be processed through the surgery first. I feel the practice may not be addressing the full scope of the situation and that my child's care could be more thorough. I would not recommend this surgery to others based on my experience.

Poor service and long waiting times

The service provided fell short of expectations.

Reception staff were dismissive and unhelpful

This practice has been disappointing, with reception staff appearing unhelpful and unwelcoming. Securing appointments has proven difficult, which may contribute to pressures elsewhere in the healthcare system. I would recommend considering alternative providers.

Repeated cancellations and unhelpful attitude

I had my appointment cancelled multiple times after being scheduled with someone who was unable to provide the service I required. The staff were dismissive about the situation and subsequently informed me they could no longer offer this service.

Long phone waits for prescription issues frustrating

Called this morning to request an appointment after being instructed by the hospital to do so should the matter arise again, which it has. I was informed that it would be handled as a remote consultation initially, with the possibility of being contacted for an in-person visit or having to wait up to 48 hours. This felt quite disappointing. Additionally, I had to hold on the phone for over half an hour waiting to speak with someone regarding a prescription that wasn't prepared or showing on the system, which was equally frustrating. I have been a patient at this practice for many decades and am now in my forties, and I cannot recall it ever being in this state before. The overall experience has been quite concerning.

Phone queue delays made booking frustrating

The appointment booking process feels unnecessarily complicated. Calling early in the morning results in a lengthy wait to speak with reception staff, only to be informed that a consultation form must be completed before the doctor can be contacted to schedule an appointment. It would be more straightforward if patients could simply ring up and book an appointment directly. When someone is unwell, they shouldn't have to navigate multiple steps and additional requirements just to see a doctor. The system should be streamlined to make accessing care simpler rather than more difficult.

Reception gatekeeping makes appointments nearly impossible

I was a patient at this practice from childhood through to my late twenties, and regrettably, I cannot suggest it based on my time there. A particularly frustrating element of this practice is the significant gatekeeping carried out by the reception team. It appears that they establish many obstacles to obtaining care, making it very challenging to secure an appointment. Calling at 8 am when the lines become available often feels futile because, consistently, all slots are allocated within minutes, typically by 10 past. This has left me and numerous others feeling powerless and overlooked. In conclusion, although there may be capable clinicians working at this practice, the substantial gatekeeping, challenges in booking appointments, and the dismissive approach to certain health concerns make it difficult for me to endorse this practice to others. Access to healthcare ought to be a fundamental entitlement, and it is disappointing to encounter these obstacles in place.

Short wait and felt properly listened to

Excellent healthcare professionals with minimal waiting periods.

Couldn't fault the care I received

This is my practice and I cannot fault them.

Struggled to get through on the phone

I would prefer not to have registered with this practice.

Long phone queues, no appointments available

This medical centre has not met my expectations. When attempting to book an appointment by phone during morning hours, I experienced a lengthy wait before being informed that no slots were available. This appears to be a recurring pattern. Securing an appointment seems to require considerable luck. Additionally, on various occasions when passing the facility, the waiting area has appeared notably quiet with few patients present. I would not recommend this practice based on my experience.

Phone lines impossible to get through on

Disappointing experience at this medical practice. Obtaining appointments through phone booking proves extremely difficult, and in-person slots are exceptionally hard to secure. Appointments have been cancelled without being offered replacement times, despite having already waited several weeks for the initial booking. The reception team appears inconsistent with their procedures, and there seems to be significant staff turnover among the clinical team. Would not recommend based on this experience.

Long phone queues make appointments difficult

The service here falls short of what we experienced elsewhere. In our previous location, same-day appointments were readily available through a simple phone call. At this practice, calling right when the lines open at 8am means joining a queue of around 15 people. There is an online booking form, though it's only accessible during limited hours each morning, requiring you to wait until the following day if you miss that window. The appointment system feels unnecessarily complicated. It's frustrating to navigate, and one wonders whether such barriers might contribute to delayed diagnoses.

Frustrating online booking system made appointments harder

I'm puzzled about the role of the front desk team at this practice. It seems unclear what their responsibilities entail given that most processes are handled through digital systems or automated check-in. I've decided to switch to a different surgery. I'm dissatisfied with the current setup. The appointment booking process feels unnecessarily complicated for what should be a straightforward task.

Receptionist went the extra mile for me

Called this morning and spoke to a member of the reception team who was very helpful and is assisting me in obtaining the support I require. The customer service approach was excellent and demonstrated professionalism throughout. Thank you for the assistance provided.

Practice demands unnecessary holiday proof for medication

I am a patient in my seventies who travels abroad for extended periods twice yearly. I require my regular medication to be dispensed before these trips. I contacted the practice on a Monday to arrange my prescription refill, providing considerable advance notice as I do each year without incident. I was informed that I would need to provide documentation verifying my travel plans. I find this requirement frustrating and feel it questions my honesty, forcing me to obtain additional paperwork and make an extra journey to collect my medication once approved. This seems an unnecessary complication. I am disappointed by this approach, particularly as the practice has a clear record of my annual medication needs and should be able to verify my circumstances without requiring further documentation from me.

Hard to book but worth the wait

It is challenging to secure an appointment, and while the care received is satisfactory, the difficulty in booking creates considerable stress and worry that exacerbates existing concerns. This morning when I called at the opening time, there were many others ahead in the queue, making it feel unmanageable. The initial recorded messages seem lengthy and not current. The overall experience raises questions about the effectiveness of the system.

Struggling to book appointments with the practice

It is very difficult to obtain appointment slots to see a healthcare provider at this practice.