St Andrews Medical Practice

Staff remain helpful despite busy queues

All members of staff, regardless of workload, demonstrate courtesy and willingness to assist. It took some adjustment to become accustomed to the revised approach for receiving care during the pandemic period. Generally, when contacting the practice to arrange an appointment, callers are placed in a queue system if the line is currently occupied. The receptionist who takes your call will inquire about your health concerns in order to determine the most appropriate way to proceed, whether that be a telephone consultation appointment, a face-to-face visit with a clinical team member such as a practice nurse for routine assessments, or another suitable option. Following this initial assessment, the practice will establish what they believe to be the most suitable next steps for your situation or provide any necessary treatment.

Phone system puts you on endless hold

The phone system is frustrating, requiring you to select your department before being placed on hold for extended periods, only to be asked the same question again later. When you finally reach someone, you're frequently told to call back during specific business hours regardless of when you initially contacted them. There were also concerns about how medication instructions were communicated. The experience was extremely disappointing and fell well short of expectations.

Reception refused to listen to concerns

Can't give half a star, so 1 will have to do. My partner has a complex medical condition requiring ongoing specialist attention and multiple investigations. The previous clinician was genuinely supportive and proactive in arranging necessary scans and tests. However, following our house move to a nearby location, the practice declined to continue care and was unwilling to discuss the situation further. Combined with two earlier unsatisfactory experiences at other surgeries, this represents a third instance where my partner feels their healthcare needs have not been adequately met.

Phone queue didn't mention prescription line hours

The practice appears to fall short of even their own modest expectations. I waited on hold for half an hour attempting to request a repeat medication for my child. After selecting the option for prescription services, I was informed that this line would not be available until 11.30, at which point the call disconnected. This information was not communicated in the initial automated message when calling the practice. It would be straightforward to include such details upfront, which could prevent considerable wasted time and unnecessary irritation for patients.

Reception shared information without consent

I felt my privacy was not adequately protected during my visit, which caused me significant concern. This is a serious matter that affects patient safety and trust in healthcare services. I was disappointed by what I perceived as insufficient empathy, poor organisation, and inconsistent standards throughout my appointment. As a result, I have decided to escalate my concerns through the formal complaints process. I believe the quality of care provided falls short of what patients should expect and hope for meaningful improvements in the future.

Helpful phone advice and quick prescription delivery

Called to arrange an appointment and received a call back from a member of the clinical team regarding my concern. They were extremely helpful and courteous, providing clear and professional explanations throughout our conversation. My prescription was promptly sent to my pharmacy. Excellent service, thank you.

Long waits for appointments here

The primary concern I have with this practice relates to the considerably lengthy appointment waiting times. Securing a consultation typically required a minimum of several weeks in advance, with telephone consultations also involving substantial delays of at least one to two weeks. That said, there have been some positive developments in this area more recently.

Couldn't get through on the phone

The medical professionals at this practice fell significantly short of expectations.

Practice let me down when I needed help most

If I could give a lower rating I would. Since relocating to this area, my experience has been consistently poor from beginning to end. I required medication collection but found the practice closed on the day I was instructed to attend. When I subsequently attended an emergency department for assistance, the staff there expressed concern about how I had been managed. I requested a GP appointment but was instead scheduled with a different healthcare professional, which was then cancelled without my knowledge. I only discovered this error when I arrived at the surgery to reschedule. A home visit was arranged but the clinician arrived significantly later than the stated time. Upon arrival, they did not wait at the door as expected and entered directly, which resulted in my pets escaping. No effort was made to retrieve them, and as I am disabled, I was unable to do so myself. Neighbours witnessed the incident and were also upset by what occurred. Due to the distress and sense of helplessness this caused, I responded angrily to the staff member. Following this, the practice removed me from their patient list, citing a zero-tolerance policy. I feel that healthcare professionals should be equipped to respond appropriately to patients in crisis rather than escalating situations further. This experience added significant pressure during an already extremely difficult time and has left me feeling let down by the service.

Difficult to get an appointment when needed

It is difficult to obtain an appointment with a medical professional when required.

Phone queue makes appointments impossible

This practice has become disappointing. I have been attempting to get an appointment with a doctor for over three months, though nurse consultations are available. My last visit with a clinician was over a year ago. The standard response is to call in the morning, but this often results in either being unable to reach the surgery or finding that no appointments are available. I find this situation very frustrating.

Long waits and no continuity of care

It's difficult to secure appointments with a consistent healthcare provider at this practice. The waiting times tend to be quite lengthy. I had to wait a full hour for my appointment today, which was particularly frustrating given that I was experiencing discomfort at the time.

Reception refused reasonable pre-procedure anxiety support

I would rate this experience very poorly. I requested medication to help me feel calmer before an upcoming surgical procedure that I would remain conscious for. I was extremely anxious about this, however my request was declined. Following the procedure, I have found myself struggling emotionally and have needed to take time away from work to cope with the distress I experienced. I feel the clinical team did not adequately address my concerns about my wellbeing during this time. As a result of this experience, I have decided to move my family's care elsewhere.

Friendly staff made the switch worthwhile

The team here are very welcoming and approachable, with healthcare professionals who demonstrate genuine care and empathy. Having recently moved from another practice in the area, I have found the standard of care to be excellent and am very satisfied with my experience.

Quick referral for knee scan arranged

Following a recent knee injury, I attended my GP appointment hoping to arrange a scan. I anticipated a lengthy wait time. However, the clinical team demonstrated genuine empathy and responded quickly to my concerns. On both visits, I was appropriately referred for imaging. Most recently, I received my scan appointment within four days of my consultation. Thank you

Rushed appointment with dismissive attitude throughout

The healthcare professional I saw was quite dismissive, the appointment ran behind schedule, and I felt hurried throughout. It seemed like a diagnosis had already been decided before I could properly explain my concerns, as there appeared to be little genuine interest in listening. I found the overall experience disappointing and felt the service did not justify the cost.

Practice manager's dismissive response was upsetting

I had a very negative experience today. My teenage daughter attended an appointment to request a repeat prescription. During the consultation, she felt pressured to accept an alternative medication that she had not previously used and chose to decline. Upset by this interaction, I contacted the practice to express my concerns and was transferred to the practice manager. I was taken aback by the manner in which I was addressed when raising these issues. The practice manager suggested that it was a matter of conflicting accounts between what we were describing and what the clinical staff member reported, which felt dismissive of our concerns. My daughter subsequently spoke with the practice manager after hearing this comment, with other family members present. When my daughter attempted to clarify what had occurred, the practice manager told her to drop her attitude. My daughter had not been confrontational but was simply trying to explain the situation. The practice manager again referenced the conflicting accounts between our version and theirs. Both I and the other family members present were shocked by these comments and felt the customer service was extremely poor. I communicated this feedback directly. Upon informing the practice manager that we would be transferring to another practice, her response was simply "right, ok". I find it concerning that someone with such a dismissive approach and apparent lack of understanding can hold a management position, where professionalism and empathy should be paramount. However, I subsequently received a call from the clinical staff member I had initially raised concerns about. This conversation was markedly different in tone—she apologised for how my daughter had felt and spoke to me in a calm and professional manner. While I recognise that most of the practice staff are genuinely caring, I am deeply disappointed by the unprofessional conduct and inappropriate responses from the practice manager. This person should be demonstrating professionalism and compassion rather than making dismissive comments. The way I and my daughter were treated was unacceptable.

Home visit cancelled with no follow-up communication

Elderly relatives who are housebound were unable to receive their flu vaccination as the surgery had exhausted their supply and were not expecting to restock until mid-October due to limited initial ordering. A home visit had been scheduled in advance by the practice, however the appointment was not attended and there is currently no clarity on when a replacement visit might be arranged, particularly given anticipated high demand once supplies are replenished. Given the medical vulnerabilities of one of the relatives, it was felt that priority status for this vaccination would have been appropriate.

Reception team were genuinely helpful and kind

Consistently supportive and accommodating.

Struggling to book appointments here

It is very difficult to secure an appointment at this practice. The reception team can sometimes seem unwelcoming and slow to process requests, though some staff members are more helpful than others. Due to the ongoing challenges with booking availability, I am considering exploring alternative healthcare providers.