St Andrews Medical Practice
Average! (62 reviews)
Average! (62 reviews)
Patient feedback reflects a mixed experience across the practice, with significant challenges around appointment access and booking processes alongside pockets of positive clinical care. Securing appointments remains a persistent difficulty, with patients reporting lengthy waiting times for consultations, challenges reaching the practice by telephone during morning hours, and limited availability of same-day slots. The reception experience has been inconsistent, with some patients describing staff as unwelcoming or dismissive, particularly when patients are unable to attend in person or have mobility constraints. Communication issues extend to the phone system, which patients find frustrating due to extended hold times and unclear information about service availability.
Where clinical care has been delivered, many patients report experiencing genuine empathy, professional expertise, and responsive service from healthcare professionals. Several patients highlighted positive experiences with quick referrals, thorough consultations, and courteous communication. The practice has introduced online consultation features and remote booking options, which some patients have found valuable, though appointment slots remain limited. Staff courtesy and willingness to assist have been noted positively by patients who successfully accessed services.
Concerns about organisation and continuity of care have emerged, including issues with medical records access, medication management inconsistencies, and appointment scheduling errors. Some patients have expressed disappointment with how concerns were handled through formal complaints processes, perceiving responses as dismissive rather than genuinely addressing their experiences. The practice appears to face resource pressures that impact service delivery, though patient feedback suggests that improved communication about wait times and clearer appointment processes could enhance the overall experience.
Appointment
Reception
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Care
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Seen on time
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Patient feedback reflects a mixed experience across the practice, with significant challenges around appointment access and booking processes alongside pockets of positive clinical care. Securing appointments remains a persistent difficulty, with patients reporting lengthy waiting times for consultations, challenges reaching the practice by telephone during morning hours, and limited availability of same-day slots. The reception experience has been inconsistent, with some patients describing staff as unwelcoming or dismissive, particularly when patients are unable to attend in person or have mobility constraints. Communication issues extend to the phone system, which patients find frustrating due to extended hold times and unclear information about service availability.
Where clinical care has been delivered, many patients report experiencing genuine empathy, professional expertise, and responsive service from healthcare professionals. Several patients highlighted positive experiences with quick referrals, thorough consultations, and courteous communication. The practice has introduced online consultation features and remote booking options, which some patients have found valuable, though appointment slots remain limited. Staff courtesy and willingness to assist have been noted positively by patients who successfully accessed services.
Concerns about organisation and continuity of care have emerged, including issues with medical records access, medication management inconsistencies, and appointment scheduling errors. Some patients have expressed disappointment with how concerns were handled through formal complaints processes, perceiving responses as dismissive rather than genuinely addressing their experiences. The practice appears to face resource pressures that impact service delivery, though patient feedback suggests that improved communication about wait times and clearer appointment processes could enhance the overall experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Ian R.
8 years ago
Bad!
Couldn't get an appointment on arrival
Excellent service, I arrived just after the surgery opened only to discover that all appointments had already been allocated. I have begun visiting in person because reaching them by telephone during morning hours proves extremely difficult. I am considering finding alternative care elsewhere in the near future.
Trudi H.
10 years ago
Bad!
Phone lines hung up on during morning calls
I am very dissatisfied with the treatment I have received at this GP practice. I was informed that I could not obtain a prescription for inhalers that had been prescribed to me by my hospital consultant. I was told I would need to attend a respiratory clinic for assessment. When I questioned this decision, I was advised that these inhalers were not listed on my repeat prescriptions, despite having been available through my previous practice. I made several calls this morning and experienced calls being disconnected, followed by speaking with reception staff who stated that GP appointments were not available. I then asked about a telephone consultation and was initially told this would only be possible in urgent circumstances. After indicating my situation was urgent, I was reluctantly offered a telephone appointment but was instructed to keep my phone available as the GP would only ring once. Given that I have respiratory conditions requiring ongoing medication management, I find it concerning that this practice appears unwilling to provide access to prescribed medication. As someone with professional healthcare experience, I find it difficult to comprehend how this practice does not have access to my complete medical records from my previous provider.