St Andrews Surgery

Practice failed to maintain accurate medical records

I felt that the doctors were not truthful with me and the practice seemed disorganised. When I attended to request stronger pain relief, I was asked to explain my reasons. I questioned whether my medical records had been reviewed, and was told they had been. However, my file appeared to contain no information about significant events from the previous five years. I had received diagnoses from specialist centres including a serious long-term condition that was initially disputed by my GP, inflammatory bowel disease, and a serious illness. I underwent multiple diagnostic procedures, two major surgical interventions, and an extended course of daily treatment that proved unsuccessful. I attended numerous appointments at specialist hospital departments as both an inpatient and outpatient. On each occasion, letters documenting these appointments were sent to my GP, and I received copies of all correspondence. I also underwent several diagnostic procedures and operations at different hospital locations, with letters consistently sent to my GP following each event. Despite all of this, none of this information appeared to be reflected in my medical records held by my GP practice. Additionally, after five years, it took six months for a referral to be made to a specialist diabetes clinic. During this time, my GP continued to prescribe diabetes medication that appeared to trigger episodes requiring hospital attendance for imaging and causing significant abdominal discomfort.

Reception staff dismissed concerns over the phone

The service I received was deeply disappointing and upsetting, and this was evident from my very first interaction. Some of the front desk staff came across as lacking in empathy and understanding, and appeared to make judgements about medical concerns without proper qualification to do so. It's concerning that such experiences might discourage people from seeking necessary medical attention when they face barriers at the initial point of contact with the practice.

Reception attitude made waiting unbearable

Zero stars for this establishment. I cannot recommend it. I have been waiting for a prescription for an extended period. The demeanor of the front desk staff was unpleasant. Despite their responsibilities, there was no acknowledgment of the lengthy wait time or any apology. I will not be returning. A disappointing experience overall.

Receptionist helped with prescription collection query

I contacted the surgery to inquire whether a prescription would be available for pickup on a weekday morning, as I planned to collect it during my commute. The receptionist was exceptionally pleasant, considerate, and provided excellent assistance.

Receptionists created unnecessary obstacles for medication requests

I found the experience at this practice to be extremely disappointing and would rate it very poorly. The manner in which patients are treated by staff is concerning. When I attempted to request a prescription refill, I was given an explanation about age-related requirements that seemed unreasonable. I have a significant health condition requiring ongoing medication, and despite working full-time, I was informed that I would need to attend the surgery in person rather than having the matter resolved over the phone or through other means. Throughout my interactions with the reception team, I have encountered unhelpful responses and felt that unnecessary barriers were being placed in the way of accessing care. I believe this level of service falls well short of acceptable standards and have serious concerns about the overall management and conduct of the practice.

Appointment cancelled without warning or call

I attended the practice at the scheduled time, only to discover that my appointment had been cancelled without prior notification by telephone. The receptionist who initially assisted me was courteous and accommodating, attempting to discuss alternative options. However, this conversation was interrupted when another member of staff entered abruptly, speaking over both of us while discussing a personal matter about needing to attend another healthcare facility. This behaviour seemed inappropriate and unprofessional in the context of the situation. I felt the interruption was disruptive and the manner in which it was handled lacked courtesy. I sympathise with the first receptionist who had to manage this interaction. I have decided to manage my own care in the interim, and I intend to discuss my experience at this practice with the specialist I will be seeing at another hospital.

Reception staff were dismissive about appointments

I would advise others to be cautious about this practice. The reception staff interactions have been disappointing, as I found them dismissive when enquiring about appointments. There appears to be a lack of concern for patient needs, and availability for appointments when unwell is extremely limited due to the surgery being fully booked. In my experience, this has made it difficult to access timely care, and I have had to rely on alternative services instead. I would not recommend this practice based on my visits.

Couldn't get inhaler issue resolved quickly

I have had a very frustrating experience with this practice. I have been struggling to get my respiratory medication organised for an extended period, and the delays have been disappointing. I would not recommend this surgery to others and am actively looking to register elsewhere.

Impossible to book appointments in advance here

Frustrated with the difficulty of accessing appointments at this practice. Calling at opening time only to find no slots available that day is a recurring issue. Booking appointments in advance appears to be problematic, and obtaining routine repeat prescriptions has proven to be unnecessarily complicated on multiple occasions. There has been no continuity of care with a consistent clinician, and the practice frequently directs patients to urgent care centres or emergency departments for matters that would typically be managed in general practice. The overall experience raises questions about the value of being registered with this surgery. Plans to transfer to another practice at the earliest opportunity. Extremely dissatisfied with the service provided.

Impossible to book appointments through phone queue

I would give a lower rating if possible. Securing appointments is extremely difficult. Even urgent requests cannot be accommodated. Calling at opening time results in brief hold times before disconnection, requiring repeated attempts and losing your place in the queue. Staff frequently direct patients to alternative facilities. Appointments are often cancelled with minimal notice. There are significant delays for non-urgent consultations. The overall service feels disorganised and frustrating.

Receptionist was dismissive and appointments hard to get

It is extremely difficult to secure appointment slots at this practice. There are significant communication gaps throughout the service. The clinical staff demonstrated impatience during my interactions. Additionally, I found the reception staff's manner dismissive and unprofessional during a telephone call. Overall, I have been very disappointed with my experience here. I am actively seeking alternative healthcare provision and would rate this practice lower if possible.

Booking an appointment felt impossible here

Attempting to secure an appointment at this practice has proven quite challenging. After waiting a week for availability and spending half an hour on hold, I was eventually informed that no further slots were available before the call ended. I found the overall waiting period to be frustratingly lengthy and the experience rather disappointing.

Prescription problems and uninterested appointments

Extremely disappointing experience. The clinicians I was able to consult with appeared disengaged, and there have been multiple occasions when my prescription was not available when expected. I have decided to switch to a different practice as there seem to be ongoing difficulties with coordinating prescriptions to the local pharmacy.