James Alexander Family Practice

Reception staff attitudes need improvement here

I was a patient with this practice for over ten years and while there are some genuinely helpful individual members of staff and the out of hours service provides excellent support, there are also some staff members who come across as quite rude and unhelpful. Recently I received a referral to another practice for a health matter and when I reviewed the referral letter, I noticed that my medical history contained significant inaccuracies. Several conditions were listed that I do not have. The new practice cross-checked my original records and confirmed these errors. This was quite concerning as inaccurate medical records could potentially be problematic for patients. I would suggest that patients at this practice take the time to verify that their digital records are accurate and reflect their actual medical history.

Reception staff were dismissive and unhelpful

The service has been disappointing since the change of management at the practice. I have exchanged multiple emails with the patient feedback team, but the experience was no better than my initial interactions with reception staff. When I raised my concerns with the feedback team, they indicated the matter would be closed without further discussion, though they mentioned retraining would be recommended. Overall, it has not been a positive experience. I would suggest considering alternative practices if possible.

Reception desk attitude left me feeling unwelcome

Attended an appointment today and found the lift area quite crowded, so I opted to use the stairs instead. By the time I reached the second floor, I was feeling rather breathless. Upon arriving at the reception desk, I felt the staff member's response to my need to catch my breath was dismissive. When I explained I had an appointment scheduled, I was told to sit down in a manner that felt curt. I chose to leave at that point feeling disappointed. As I departed, a comment was made that left me feeling unwelcome. I found the interaction concerning and wondered whether this approach to patient interaction reflects broader standards of service at the practice. The manner in which I was treated gave me pause about the quality of patient-facing service being provided.

Quick phone appointment sorted my problem

I've been a patient at this surgery for many years and have consistently had a positive experience. Recently, I called to request a telephone consultation and was pleasantly surprised to receive a prompt response within an hour. The healthcare professional I spoke with was very pleasant and helpful, providing me with the medication I needed. I'm very grateful for the efficient and friendly service. Thank you x

Helpful phone support and friendly reception staff

I wanted to express my gratitude to the receptionist who assisted me. She was extremely helpful when I called regarding a medical report needed for an appointment with another healthcare provider—she processed and sent it promptly and demonstrated both professionalism and a warm manner. She also provided excellent service at reception during my visit today. I'm very grateful for her support!

Professional team who listen and care

I have been attending this practice for quite some time now and I can honestly say that I find the staff to be very professional and attentive to my healthcare needs. While I have heard negative feedback about other medical centres, this has not been my experience here. Based on what I have encountered myself.

Staff attitude needs significant improvement

The experience with some members of staff was disappointing. The management approach left much to be desired. The clinical care provided did not meet expectations, and significant improvements would be beneficial.

Repeat prescription requests left us frustrated

Attempting to obtain a repeat prescription for medication following an extended hospital stay has proven to be an extremely frustrating experience. The communication between myself, the practice and the previous care facility involved multiple emails, written correspondence and phone calls, which felt inadequate and problematic throughout the process.

Phone queues have finally improved here

While the staff are generally courteous, there are significant delays when trying to reach the practice by phone, particularly when navigating the queue system. On a recent occasion, I waited an extended period before getting through, only to discover that a prescription I had been assured was sent electronically had not been processed. When I followed up on this matter, no acknowledgement was made of the inconvenience caused. Having to make multiple calls to resolve issues with essential medication has been frustrating, and the overall standard of service has seemed to decline in recent times. The practice needs to improve its systems and processes. UPDATE: There has been a noticeable improvement in the practice's performance over the past year. Call waiting times have reduced considerably, and staff members demonstrate both competence and a willingness to investigate matters thoroughly when needed. The team consistently demonstrates politeness and genuine helpfulness. This supportive approach has made a meaningful difference to my experience as a patient. The improvements are much appreciated.

Practice lost my details for months

I had a really disappointing experience. The staff were unkind and showed little regard for my concerns. For an extended period, I was given inconsistent information about a matter that was important to me. This left me feeling frustrated and let down by the service.

Senior management dismissive of patient concerns

There are certainly positive aspects to highlight. I found that several health professionals and reception staff deliver a commendable service, demonstrating professionalism and dedication to their roles. However, this does not change my observation that their efforts are hindered by practices at a more senior level. The organisation would benefit from further development to enhance its overall functioning. The capable staff members appear to be undermined by certain senior personnel who, while initially seeming cooperative, have progressively become less responsive, eventually disregarding patient queries and concerns entirely. This reflects my own direct experience. It appears that the fundamental commitment to patient care may be applied inconsistently, or perhaps the underlying ethical principles are not being fully upheld in practice. There is potential for improvement, and one hopes that the quality of service will develop positively over time.

Friendly staff made booking straightforward and easy

Excellent medical practice. The team demonstrates considerable expertise and maintains a professional approach throughout, while the front desk personnel are both courteous and supportive, whether in person or during telephone interactions. Staff members consistently demonstrate a willingness to assist with any queries or concerns. Appointments can be arranged without difficulty when required. Would strongly suggest this practice to others.

Long waits and prescription errors throughout

The practice has significant issues with appointment availability, with waits extending several weeks. There have been concerns about prescription accuracy, and the reception team's approach could be improved. Test result turnaround times also tend to exceed the stated timeframe considerably.

Missed serious diagnosis despite year of symptoms

I am deeply disappointed with the care my mother has received at this practice over the past year and a half. She has been experiencing significant cognitive difficulties that cause her to become disoriented and confused. Following a serious medical event early this morning, she was subsequently diagnosed with serious neurological conditions at another hospital. During her time at this surgery, her symptoms were managed under one clinical pathway, however I believe the underlying cause of her cognitive difficulties was not identified, which I find concerning. I was aware of the possibility of this diagnosis before it was formally confirmed elsewhere. Additionally, I have concerns about another aspect of my care at this practice. A member of staff referred images and clinical notes to a specialist department following a skin concern. I have not received feedback on this referral. During this interaction, comments were made about my weight in relation to changes in my activity levels, which I found insensitive and unnecessary. I was also told that a skin lesion was rapidly changing, though subsequent assessment suggests this was not accurate.

Receptionists unhelpful, practice manager unresponsive

I would not recommend this practice. The reception staff were unhelpful and discourteous. I have been waiting for several months without receiving responses to my enquiries directed to management. Emails and phone calls have gone unanswered. I feel these matters require clarification.

Long wait on the phone queue

Why is it that when I attempt to contact reception, despite being first in the queue, no one answers the phone for such an extended period?

Reception staff unhelpful, difficult to see doctors

Absolutely horrendous from reception staff to attempting to access an appointment with a clinician. When you have a concern, you can get to see the physiotherapist but never a doctor, or they will direct you to an urgent care centre. After many years as a registered patient with the practice, I cannot get to see a doctor, which is disgusting. Alternatively, they will arrange for a clinician to call you back, but this is not appropriate for issues that need to be examined in person. The service has returned to normal since the pandemic, yet the practice seems to still be operating under pandemic protocols. Patients deserve proper care and attention.

Still waiting for promised blood test results

I have been waiting for important test results that were due in May, but have not yet received them. When I contact the practice to follow up, I am informed that a clinician will contact me, however this has not happened. The wait continues.

Reception staff dismissive when records weren't updated

I received inconsistent guidance on multiple occasions within a week, which left me confused about my care. I found interactions with staff to be dismissive and unhelpful, and felt my concerns were not taken seriously when there appeared to be gaps in my medical records. The overall experience fell significantly short of what I would expect from a healthcare provider. I was disappointed with the standard of care provided.

Prescription requests repeatedly not submitted properly

The reception team has not managed prescription requests effectively on multiple occasions, which has caused difficulties in obtaining necessary items in a timely manner. If you are considering joining this practice and rely on repeat prescriptions, you may experience delays in receiving your medications.