St Andrews Surgery

Friendly staff who really listen to concerns

It's a pleasure visiting this practice. The team consistently goes the extra mile to ensure that all concerns and questions are addressed in a friendly and efficient way.

Turned away without proper explanation

Attended to arrange a blood test and was informed by the manager that I wouldn't need to see a doctor for where I was being directed. I found this to be quite disappointing.

Reception dismissive and notes weren't properly reviewed

I was informed that a blood test was necessary, but when I later referenced this, I felt my account was questioned in a way that made me uncomfortable. There appeared to be inaccuracies in my medical records that seemed to relate to other patients' information. The reception staff came across as dismissive, and it felt as though my previous medical history was not being properly reviewed by the team.

Surgery refused to help when I needed it most

Got in touch with the surgery after accidentally spilling some medication and losing a portion of the bottle. When I followed up after a couple of days, I was informed that the clinician wouldn't be able to assist. This was frustrating given my ongoing health concerns. I found it rather ironic that online searches only seemed to show positive feedback for this practice. I'm quite disappointed with the experience. I could also add that I was required to attend the surgery in person for support with a urinary issue, despite requesting a home visit which was declined.

Long wait for nurse appointment, concerns unheard

I had a very disappointing experience at this surgery. After receiving abnormal test results from the hospital, I had to wait considerably longer than expected to see a healthcare professional rather than a doctor. Despite this delay, no further testing was arranged to investigate the results. Instead, I was simply prescribed antibiotics, which did not address my underlying concerns, particularly given that I was in recovery from major surgery. Additionally, I was troubled by the decision to alter my existing medication without proper consultation, especially when my specialist had recently reviewed my care prior to my operation and confirmed my medication was appropriate to continue during recovery. I felt that the clinical staff did not adequately listen to my concerns or take into account the specialist advice I had already received. Rather than engaging with what I was telling them, I felt the focus was placed on other factors. Overall, I was frustrated by what I perceived as a lack of genuine engagement with my individual circumstances and medical history.

Quick appointment after morning phone call

Excellent service overall. Called early in the morning and managed to secure an appointment within an hour. Was seen by the clinician several minutes ahead of the scheduled time, which was appreciated. The healthcare professional demonstrated a thorough and compassionate approach, which helped alleviate concerns. I was aware beforehand that this practice had received some negative feedback elsewhere, so I approached the visit with some apprehension. However, I would strongly encourage others to consider this surgery, as the experience has significantly improved my confidence in general practice services.

Reception staff made booking difficult and unwelcoming

I was a patient at this clinic. The clinical staff were excellent, however the reception team were quite difficult to deal with and seemed poorly equipped to handle their responsibilities. I would have given a much lower rating if possible.

Website redesign made ordering prescriptions harder

I found the previous website layout much more straightforward and user-friendly. The recent changes have made it considerably more difficult for me to manage my prescriptions online. I'm disappointed with this redesign and would appreciate an explanation for why these modifications were implemented.

Struggling to book appointments and get admin right

Struggling to secure appointments at this practice, and administrative tasks like fit notes seem to require multiple attempts before being completed correctly. It feels like patients end up having to chase and correct issues themselves, which is frustrating and disappointing. 😖

Receptionist was dismissive and invasive

I have struggled to secure appointments at this practice. The reception staff member I encountered was unhelpful and made me uncomfortable by asking intrusive questions about the reason for my visit. I feel the practice would benefit from improved staff training and management.

Reception staff made booking nearly impossible

This practice has significant accessibility issues. Obtaining GP appointments is extremely difficult, and prescription requests take approximately three days to process. The reception team can be unwelcoming, and the appointment booking system appears inflexible for those unable to call during standard working hours. When callers do manage to get through after lengthy hold times, they are frequently informed that no appointments are available.

Long waits and unhelpful reception staff

This practice is quite disappointing. There are significant delays when waiting for a callback from clinical staff. The reception team can come across as unhelpful and lacking in courtesy. I would recommend considering alternative options for your healthcare needs.

Reception staff unhelpful about advance bookings

The service provided fell significantly short of expectations. Access to appointments proved extremely challenging, as advance booking was not available and same-day telephone requests were the only option, making it nearly impossible to schedule visits around work commitments. The reception staff appeared dismissive and lacked compassion when handling enquiries. This experience has prompted consideration of seeking care elsewhere through alternative facilities.

Prescription system changes left me confused and upset

I have been ordering my prescription over several months using information that was previously available on the system for me to request by phone. When I called today to reorder after my prescription was delayed in the post, I was told I would need to either call or bring in a slip, with no prior notification of this change. I feel the practice is declining in its standards and does not prioritise patient care. I was made to feel questioned about my honesty, which I found unprofessional. I am frustrated that the system notes regarding my previous ordering method appear to have been removed, and I am certain about how I have been managing my prescription requests over the past several months.

Can't get appointments through phone or online

Would give zero stars if possible. Unable to secure an appointment despite calling at opening time and being placed in a queue, only to be advised to book through the online system where no slots were available. This experience felt frustrating and unhelpful. Additionally, concerns about medication management were not adequately addressed.

Impossible to book appointments within minutes

I would rate this experience far lower if possible. The appointment system feels inadequate. Getting a slot is extremely difficult. After waiting fifteen minutes from opening time, no appointments are shown as available. Additionally, it is not possible to book for subsequent days either. Given that the practice operates extended hours with brief appointment slots, it seems problematic that availability runs out so quickly. The service quality has declined noticeably from previous years, and I am seriously considering switching practices. Several people in my community have already made this change after being long-term patients, as they found the situation increasingly frustrating. It appears inconsistent to continue accepting new patients when the existing patient base cannot easily access appointments.

Receptionist blocked referral request without doctor input

I contacted the practice to arrange an appointment for my father to obtain a referral for a scan, as he was experiencing significant discomfort. The receptionist indicated that an appointment could not be scheduled and that a clinician would contact me to discuss whether the referral was necessary. However, I have not received this call. I am very disappointed with this experience and feel the practice's handling of the situation fell well short of expectations.

Reception staff were dismissive and unhelpful

I must award one star, though honestly it falls short of even that rating. The experience was deeply disappointing and entirely unsatisfactory.

Friendly and professional care both visits

I have attended this practice on two occasions. Both visits were with the same clinician who was courteous, respectful, and conducted themselves in a professional manner. I am satisfied with my overall experience.

Impossible to reach by phone anymore

This practice has become extremely difficult to contact. It was previously one of the better surgeries in the area. One star rating feels generous given the current experience.