Longrigg Medical Centre

Prescription orders not being processed properly

The service has been disappointing on recent occasions. I submitted prescriptions on multiple visits only to discover that the orders had not been processed properly. The practice needs to improve its organisation and efficiency in handling these requests.

Online booking system caused last-minute cancellation

I scheduled an appointment through the online system and completed the initial consultation form. However, I received a notification approximately half an hour before my appointment time indicating it had been cancelled, and I was asked to submit another consultation form. I find the online appointment booking process to be problematic and ineffective. Based on the feedback from other patients, this system appears to have significant issues that need addressing.

Econsult system makes getting doctor appointments impossible

Since the pandemic, the practice has implemented an online consultation system. I find this approach unhelpful. It is possible to arrange face-to-face appointments with nursing staff, but not with doctors. When submitting an online consultation in the morning, a telephone appointment may be offered the following day, or occasionally a doctor's appointment becomes available at a later date. There have been occasions when I have felt I required urgent medical attention but no appointments were available, which has resulted in attending the emergency department instead. The emergency department has experienced significant waiting times, likely due to increased demand from patients unable to access routine appointments. I feel this situation is inadequate and creates an unfair system.

Online forms and delayed callbacks frustrate patients

This practice does not meet expectations. Accessing appointments is difficult, as telephone booking is not available and online forms require waiting for a callback the following day, which may not always occur. Referrals to secondary care are inconsistent, with some patients receiving hospital appointments while others receive only telephone guidance. The practice has disabled comments on their social media page, which some feel limits patient feedback opportunities.

Phone support resolved my prescription issue quickly

I experienced a difficulty with my medication when I attempted to pick it up from the pharmacy. This was not an issue caused by the practice. I contacted the practice by telephone and spoke with a member of staff who went above and beyond to help resolve my problem promptly. Their professionalism, expertise, and approachable manner made a considerable positive impact on my experience. They listened carefully, demonstrated patience, and showed understanding throughout. I am very grateful for their assistance.

Online booking system makes appointments difficult

I have been attending this surgery for many years and, like others I know, have found the changes since the pandemic difficult to adjust to. The shift towards telephone consultations has continued, and without face-to-face appointments, it feels harder to communicate effectively. The online booking system is also challenging, particularly when you need to arrange a follow-up appointment that has been requested during a recent visit but cannot be booked through reception. Despite the surgery having relatively few patients waiting to be seen, when you do call, there are often significant queues. It seems there could be scope to increase staffing levels to manage call volumes more effectively, especially given that the decision to move towards this model of care was made by the practice. I recognise that not everyone finds technology straightforward, and I would hope the surgery might consider a more flexible approach that works for both patients and staff. Thanks

Staff went out of their way to help

The clinical team and staff at this practice have consistently demonstrated helpfulness, friendliness, and professionalism. I was taken aback recently when I witnessed an unhappy patient speaking disrespectfully to members of the team. In my experience, they make genuine efforts to assist patients and should not be subjected to poor treatment given the demanding nature of their role. Some of the reception staff are particularly willing to go the extra mile to provide support, though others could be more proactive in their approach.

Missed call left me without answers

I experienced a lengthy wait of approximately two weeks to secure a telephone consultation. On the scheduled day, I remained available with my phone nearby throughout the afternoon, but the expected call did not arrive, leaving me unable to connect. When I attempted to contact the surgery directly to follow up, I encountered significant delays in receiving a response. This situation left me feeling quite let down and concerned about the level of service.

Phone booking system leaves elderly patients struggling

Why are the telephone lines not functioning for patients to access, why have we been compelled to conduct all interactions through digital means, what about older individuals without computer access, who came up with this approach it seems poorly thought through.

Pharmacist took time to listen properly

I had an online medicine review with a member of the pharmacy team and would just like to thank them very much for listening to me.

Phone receptionist could improve their manner

The receptionist demonstrated limited interpersonal skills and an unprofessional demeanor during phone interactions.

Online booking system makes appointments harder

I have been with this practice for approximately a quarter century, but I'm sad to say my time there has come to an end. The ongoing issues with the online appointment system and the considerable waiting times to be seen have become untenable. While the practice claims this system improves patient experience, I fundamentally disagree, particularly as not all patients are comfortable with digital technology. I worry that important health concerns may be overlooked or delayed as a result of these changes. I long for the days when the practice operated with more traditional methods and maintained a vibrant, bustling atmosphere rather than the quiet, diminished establishment it has become.

Receptionist was dismissive about mental health support

I had a very disappointing experience with the reception team during a recent phone call. They were unhelpful and displayed a dismissive attitude when I was seeking support for health concerns. This interaction has left me seriously considering switching to a different practice.

Reception staff made booking nearly impossible

A disappointing experience at this general practice. Booking an appointment proved very difficult due to unhelpful and discourteous staff at reception. The planned transition to an app-based system is a welcome change. I would have given a lower rating if possible.

Appointment system failures across all channels

I have been unable to secure an appointment through multiple attempts, both by visiting the surgery in person and calling ahead. On three separate occasions, I was informed that no appointments were available and was directed to use the online consultation system instead. Unfortunately, this digital option has not functioned properly for me. Throughout the day, I continued to encounter the same error message indicating that the surgery was not accepting requests at that time. The overall experience of trying to access care over a three-day period has been frustrating and disappointing.

Couldn't get through on the phone

The experience deteriorated significantly throughout my visit.

Impossible to get a doctor appointment

Disappointing experience with difficulty accessing appointments with a physician.

Reception staff suggested changing answers to avoid appointment

I have been attempting to secure an appointment at a convenient time for the past couple of weeks without success. As my concerns have intensified, I attended the surgery this morning and was directed to complete an online assessment form. After providing honest responses, the system indicated that a same-day consultation was necessary. When I returned to the reception desk, I was advised to revisit my answers to alter the outcome. I found this suggestion troubling, as it seemed to suggest circumventing the proper appointment process rather than addressing my healthcare needs appropriately. I am disappointed with my experience and am considering exploring alternative healthcare providers. I may also seek care through other available services today.

Struggled with appointment slots and online prescriptions

I struggled to secure a same-day appointment after several attempts, and when I finally managed to book one, I mentioned to the receptionist that I had multiple matters to discuss. During the consultation, I was informed that my time slot was limited to ten minutes, which felt inadequate for what I needed to cover. Additionally, I've been attempting to use their online prescription ordering system, which I've found to be quite problematic. I have concerns about how patients, particularly older individuals, are expected to navigate what appears to be a poorly organised process.

Can't book appointments at the desk anymore

I'm confused about why it isn't possible to book an appointment by visiting the reception desk directly.