St Andrews Medical Practice

Pharmacy flu jab was quick and efficient

Visited the pharmacy to receive a vaccination. The service was very well organised and quick.

Quick transfer and medication sorted fast

Recently switched to this practice from another area and received prompt assistance within several days, including help with prescriptions. My family members have attended appointments for different health concerns and have consistently been treated quickly and with professionalism on each visit.

Reception staff dismissive after late arrival cancellation

I am writing to formally raise a complaint about the treatment I received during my recent visit. I arrived slightly late for my appointment due to time spent waiting to check in. Despite being present and attempting to sign in, my appointment was cancelled without my name being called. The receptionist then spoke to me in a manner I found cold and dismissive, lacking in basic courtesy, in front of other patients in the waiting room. I was visibly upset, yet I felt I received no compassion or understanding. As I tried to explain my situation, there appeared to be no attempt to listen or help resolve the matter. As I left in distress, a comment was made to me in a tone I perceived as sarcastic and unprofessional. This felt unnecessary and unkind. Given my emotional state, my family member came to support me and was equally concerned about how we were both treated. We both felt the staff's response escalated the situation rather than resolving it, with no empathy or professionalism shown. When I attempted to discuss this with the manager on duty, I encountered the same lack of engagement. No one checked on my wellbeing despite my obvious distress, and my concerns appeared to be dismissed. I have since become aware of other patient feedback describing similar experiences with reception staff. This is also not my first complaint about the reception team. On a previous occasion, I received an acknowledgement and apology, which makes this recurrence particularly disappointing. Additionally, I raised concerns about ongoing difficulties I have experienced when trying to book appointments. I was told by management that information I had been given by staff was incorrect. This suggests either insufficient training or a communication problem within your team. I expect a formal written response explaining how you will address this matter and what steps will be taken to prevent similar experiences for other patients. The way I was treated in a healthcare setting is unacceptable.

Phone system down on bank holiday Monday

I wanted to bring to your attention that the telephone system appeared to be experiencing difficulties on a Bank Holiday Monday. This prevented me from being able to place a prescription order through the usual phone method.

Reception staff dismissive when unable to attend in person

They are efficient at resolving issues but the reception staff can come across as dismissive if you're unable to attend the surgery in person due to health reasons and are seeking guidance over the phone. I was experiencing significant discomfort in my foot and was taking medication as prescribed, but wanted to discuss whether I could extend the course slightly as my symptoms hadn't fully resolved and mobility was limited. The staff member on the phone seemed insistent that I attend in person and didn't appear to fully grasp my circumstances or the difficulty I was having with getting to the practice. I felt somewhat hurt by their manner during the call and felt they weren't particularly sympathetic to my mobility constraints.

Felt genuinely listened to at last

Having recently switched to this practice, I can only say that after a couple of visits the standard of care I have experienced has been excellent. This is the level of care that should be provided. I am very grateful.

Phone queue information loop was frustrating

An excessive amount of information was provided during the telephone call before presenting available choices. Even after selecting an option, the cycle of information persisted and was not brought to a conclusion.

Frustrating hoops to jump through for an appointment

Following advice from a hospital consultant earlier today, I was instructed to reach out to my general practice. When I called the surgery requesting either a telephone or in-person consultation, I was directed instead to complete an online consultation form via a provided link. After submitting this, the response indicated I should contact my GP again. Upon calling the surgery once more, I was informed that I would need to phone at 0800 hours to request a same-day appointment. I find myself questioning what kind of healthcare system operates in this manner. It hardly seems to embody the principles one would expect from a service centred around patient care. It is unfortunate that there are limited options for alternative practices in the local area.

Phone booking system left me frustrated

Disappointing experience at this surgery. I attempted to book an appointment on three separate occasions but was unsuccessful. The online booking system did not work for me, so I called to request a Saturday slot. I was informed that someone would contact me, but after three weeks had passed, I had not heard back. When I called again to follow up, I was told it was after 4pm. Given that I work nights, the timing of this response was problematic for me. I have decided not to pursue further appointments with this practice.

Professional and thorough appointment experience

Appointment experience was positive. I was called for my appointment promptly and the staff member was very professional. The consultation was thorough and reassuring.

Appointment scheduling didn't work for school runs

I was very disappointed with my experience at this practice, as I felt there was insufficient consideration for patients' circumstances. When I attended with my child and needed to arrange an appointment for myself, I found the scheduling inflexible and not accommodating to my school run commitments. I intend to lodge a formal complaint and am planning to register with a different practice.

Helpful staff and easy online booking system

The practice demonstrates a commitment to addressing any concerns or worries that patients may have. The entire team has been consistently helpful and supportive. Remote consultations function similarly to those offered at other practices. Online pre-booking is available, though appointment slots are limited and allocated on a first-come, first-served basis. The digital consultation system has proven to be a valuable resource. The website is straightforward and easy to navigate.

Prompt replies and helpful pharmaceutical support

Everything has been progressing positively with this practice so far. The responses have been timely and the medication support has been helpful.

Friendly staff and quick appointment times

The team here is excellent, and I've experienced minimal delays when attending appointments. I've consistently had a positive experience at this practice.

Unhelpful staff who don't listen to patients

The entire team at this practice appears unhelpful, and I would not suggest seeking medical care there as the service does not seem to prioritise patient wellbeing.

Friendly student doctors made me feel welcome

I recently had appointments with two trainee practitioners at this practice. They demonstrated a friendly and welcoming demeanor, and I was pleased to be able to contribute to their professional development.

Reception staff pushed back on letter request unnecessarily

I felt the practice was focused on charging fees for letters when I had previously received similar documentation that could have been updated rather than redone from scratch. The receptionist repeatedly insisted on creating a new letter despite my preference not to, and when I tried to discuss this further, the conversation became frustrating and I ended the call. I have concerns about the approach to fees for support letters, particularly given my difficult circumstances. Additionally, I noticed that private medical information was discussed in a way that felt public, which I found distressing and invasive.

Confusing appointment system and inconsistent care quality

I have found only one clinician at this practice to be satisfactory based on my visits. A previous appointment involved a clinician printing off another patient's medical records and handing them to me to take to hospital. This clinician appeared unfamiliar with my health concerns. When I called on Tuesday to request a pre-bookable appointment with a particular clinician, I was informed none were available and was advised to either visit the surgery in person or call back on Friday morning. I attended the surgery at 7:45 this morning when there was no queue, and requested an appointment with my preferred clinician, only to be told all slots for that day were fully booked. When I asked how this had happened, I was told that appointments had already been taken by other patients. The clinician in question apparently had only a limited number of daily appointments and they were all occupied. The overall experience felt disorganised.

Staff showed little understanding of my needs

Unhelpful staff with poor interpersonal skills. Lack of awareness regarding mental health concerns. Consider seeking care elsewhere. The management team appeared to lack clinical experience.

Phlebotomist made the blood test painless

I don't normally leave reviews, but I recently attended for a blood test and while there are many capable staff members who perform this procedure, I encountered a particularly skilled phlebotomist who provided an excellent service and I'm grateful for their professionalism.