South Grange Medical Centre

Pharmacy couldn't fill the full prescription

I appreciate the staff's politeness, though I'm disappointed with my experience. When I attempted to order my partner's medications in advance, only one of the three items arrived. I found the ordering system confusing as I wasn't able to select the specific medications required. Additionally, my partner was started on new medication only to have it discontinued a month later due to a review process, which felt frustrating and poorly coordinated.

Felt genuinely understood at my appointment

The clinician I saw was absolutely lovely. I was quite nervous about attending my appointment, but they created such a welcoming atmosphere and made me feel truly understood. They listened carefully to all my concerns and took everything I said on board. They were even able to arrange a referral for specialist support, which I had been hoping to access for quite some time. I would definitely recommend them!

Waiting three weeks delays diagnosis of current issues

I have concerns about the current appointment scheduling approach. Being pre-booked for an appointment several weeks in advance for a non-urgent matter does not address issues that need attention now. A condition could resolve, deteriorate, or mask an underlying problem during that waiting period. I am uncertain how reception staff have become responsible for determining urgency based on the absence of pain or swelling alone. This approach seems problematic when considering that serious conditions may not present with obvious physical symptoms. A telephone consultation with clinical staff could have resolved the matter more efficiently, potentially followed by necessary investigations, rather than facing multiple waiting periods between appointments and subsequent testing. I believe this system contributes to diagnostic delays and does not serve patients well. The current processes appear to be making healthcare access more difficult rather than improving patient care.

Long waits with no appointments available

I have had disappointing experiences on two recent occasions. After waiting a considerable time in the reception area, I was informed that no appointments were available. As someone with significant caring responsibilities at home, this lack of availability is particularly frustrating. If the practice is unable to accommodate its current patient numbers, it may be worth reconsidering whether new patients should be accepted. Overall, I found the service to be inadequate and would suggest others consider alternative options.

Friendly reception made the visit worthwhile

Commendable attempt

Easy to get appointments when needed

Exceptional medical practice. Consistently able to secure appointments with availability for urgent needs. Outstanding team across all departments including reception, clinical nursing, and medical staff. Patients feel heard and their concerns are treated with appropriate attention. The practice deserves considerable commendation.

Long waits made me switch surgeries

I typically attend my usual practice where the team are excellent and appointments run on schedule. However, I have recently visited an alternative location on two separate occasions and experienced significant delays. Both times I waited considerably longer than my scheduled appointment time. Due to these experiences, I do not plan to return to that location.

Long waits despite empty waiting room

The appointment scheduling process did not work as expected. An appointment was booked for midday, but there was a significant wait of around 40 minutes before being seen for the vaccination appointment. The waiting room had emptied by just after midday, yet other patients who arrived before and after still seemed to be processed more quickly, with an additional 30-minute delay before being called through. Time slots exist for good reason, to ensure the surgery runs efficiently and respects patients' time. The wait felt unnecessary and frustrating, particularly as the actual appointment itself was very brief. The experience left a sense that the appointment could have been completed much more quickly had there not been such a substantial delay beforehand, making the overall visit feel like wasted time for both the surgery and the patient.

Helpful and responsive practice staff

I recently required medical assistance from the practice and was very pleased with the standard of care provided. I am grateful for the support received.

Easy to book appointments when needed

The team here is welcoming and supportive, and I'm always able to secure an appointment when needed. Keep doing what you're doing ☺️

Impossible to get through on the phone

The telephone service is quite poor, with significant difficulty in reaching the practice or securing an appointment slots.

Staff went above and beyond to help

The entire team are wonderful and consistently make an effort to assist patients. It is not within their control if appointment availability becomes limited, which appears to be a common concern raised in other feedback.

Staff could've shown more empathy

The healthcare team did not demonstrate much compassion during my visit.

Quick appointment helped sort medication review

Switched from my previous practice and submitted the registration form on a Wednesday. I was able to get my first appointment just two days later on the Friday, which was helpful as my medication needed to be reviewed. I attended an appointment recently where it was identified that some of my current tablets are no longer effective. I'm now in the process of gradually discontinuing these medications over the coming weeks.

Staff were genuinely helpful and kind

The team here is excellent, and I'm very grateful for their support.😍

Smooth transition to a welcoming practice

I relocated to this practice from my previous surgery and have found them to be excellent.

Couldn't get help despite being called back

Quite frustrating, as I was contacted but then informed that assistance couldn't be provided and that I should ring during morning hours instead.

Couldn't get through on the phone

Quite disappointing.

Friendly reception and quick appointment booking

Positive experience overall

Long wait to hear about appointment availability

Waited approximately 20 minutes in the queue during morning hours only to learn that no appointments were available on that day, with the earliest slot being several weeks away. This lengthy wait for availability seems to contribute to pressures elsewhere in the healthcare system. Very disappointing experience.