The Glen Medical Group

Econsult process unclear and long wait ahead

It was challenging to finish submitting my online consultation request with the information needed for my appointment. After two weeks had passed, I received no response, so I called to find out what was happening. I was told it was classified as a routine appointment, though I wasn't entirely clear on what that designation meant and had to ask for clarification. The reality is that there are currently no available slots, and I was advised it could be several weeks before I'm able to be seen. The extended waiting period feels excessive, and the lack of updates throughout the process has been disappointing.

Staff made me feel well looked after

The medical team and support staff have provided me with excellent care and attention, which I greatly appreciate.

Dismissed and left without medication answers

I would give a lower rating if possible. I have experienced what felt like unfair treatment, felt unheard, and have struggled to obtain straightforward information regarding my healthcare needs. I do not feel the team demonstrates a genuine commitment to supporting patients, and I found the online consultation system to be ineffective. Very disappointing.

Reception staff talked over me without listening

I found the experience quite disappointing. The practice seemed indifferent to patient wellbeing, with limited follow-up care and a lack of continuity in understanding individual circumstances. I would strongly advise considering alternative providers. The reception staff member I encountered was dismissive and unhelpful, interrupting me repeatedly and failing to listen properly, which felt unprofessional and frustrating.

Receptionists were helpful and genuinely accommodating

I've been a patient at this surgery for over 20 years and have consistently received excellent care and support throughout my time here. The clinical staff are fantastic and always make time to listen carefully to my health concerns. The reception team are very accommodating and helpful. I'm grateful for the kindness and professionalism shown by everyone at the practice.

Quick online form led to same-day appointment

When I relocated earlier this year, I was registered with a new practice and have since received excellent care. From knowledgeable guidance during telephone consultations to in-person visits, all the clinical staff have demonstrated first-rate professionalism and attentiveness. A recent experience exemplified this quality particularly well. I submitted an online form in the early morning, received a call within an hour and a half, and was seen for an appointment that same morning. The responsiveness and efficiency were outstanding.

Impossible to book appointments when needed

It is difficult to obtain an appointment at the surgery when required. The online consultation system does not appear to be an effective use of time.

Long waits make appointments hard to get

Dissatisfied with the standard of service once more. The waiting period for an appointment was considerably lengthy, extending to nearly two months. Previous experiences have reflected comparable delays.

Long waits and expensive phone queues frustrate

I have no complaints about the clinical staff or the reception team. My main concern is the considerable waiting time required to secure an appointment, along with what appears to be an ongoing reluctance to offer in-person consultations. It feels unreasonable when routine appointments are not available for several weeks or longer. While I understand that urgent cases will receive a telephone consultation and be seen in person if deemed necessary, such extended waiting periods seem excessive for standard healthcare needs. Additionally, I find the telephone system frustrating. When calling, an automated message system is activated, and callers incur charges while waiting to speak with someone. I have depleted a significant portion of my monthly call allowance simply from attempting to reach the practice on multiple occasions. It would be more reasonable if the line were simply engaged rather than allowing callers to accumulate charges when staff are unavailable to answer.

Couldn't get through on the phone

Extremely unsatisfactory experience. If you value your wellbeing, I would recommend looking elsewhere. The level of care provided fell significantly short of expectations.

Website econsult cutoff times seem unnecessarily restrictive

I attempted to submit an online consultation through the website but was directed to try again at 7am the following morning as the submission window had closed. I found the cut-off time unclear, particularly given that the practice indicates responses are provided by the end of the next working day. It seems there would be sufficient time to process consultations submitted outside standard hours if responses aren't expected until the following day. I was also curious about why online consultations cannot be submitted at weekends, with the clinical team reviewing them when they return on Monday.

Difficult to book appointments at this surgery

We have decided to move away from this GP surgery due to an unsatisfactory overall experience. While the clinical consultations themselves tend to be adequate, the broader services provided fall short of expectations. When we raised concerns about our experience, the response lacked understanding and compassion. Instead, we were given the impression that further complaints would result in our removal from the practice. It appeared that feedback was not welcomed.

Phone queue frustration with limited service hours

I waited approximately twenty minutes on hold due to a temporary service outage before being informed that the online consultation service had closed for the day and would reopen the following morning. The limited operating hours, which conclude before mid-afternoon, may not be convenient for those with daytime work commitments, as morning submission windows are not feasible for everyone.

Felt listened to during yearly health review

My wife attended her yearly review appointment today. The healthcare professional conducting the appointment was helpful, pleasant and knowledgeable. It was refreshing to encounter someone with such a kind and considerate personality and attitude. This appointment reflects the great service I have come to expect from the practice.

Phone queue made cancellation unnecessarily difficult

Waited around 15 minutes for someone to answer the phone when trying to cancel a vaccination appointment for a family member. I was told the practice couldn't process the cancellation and suggested contacting the appointment provider instead. The practice website indicates that cancellations should be handled by calling the surgery directly, yet when I did so, they were unable to help. It felt as though this request could have been resolved with greater effort and willingness. Unfortunately, the interaction gave the impression that the staff were keen to end the call quickly rather than find a solution.

Online form took ages but response was quick

Completing the online consultation form was quite time-consuming. However, once submitted, the response provided was of high quality. The service from reception, nursing staff, and doctors has consistently been good throughout our visits. The pharmacy also delivered excellent service today. Thank you.

Long waits and broken booking system

Disappointing experience at this medical practice. I experienced a lengthy wait for a minor procedure before being referred to another facility. Appointment availability is limited, with typical waits of several weeks. The online booking system is not user-friendly and phone lines are often difficult to reach, with extended hold times.

Referred to nurse instead of getting proper help

I have been dealing with ear problems for several months. After multiple attempts to secure an appointment, I eventually managed to book a visit with a nurse at the practice. However, I was informed that a particular procedure is no longer available at this location and was advised to seek alternative providers if I wished to access it. When I asked what support might be offered during the appointment, I explained that I was hoping for guidance on managing my condition or exploring possible solutions. I felt the visit was unhelpful and a poor use of my time. I have noticed that appointments with doctors appear less accessible, with nursing staff often being the first point of contact. I am considering switching to a different practice. Having relocated to this area, I find myself wishing I could have remained with my previous surgery, where I felt the clinical team had more availability for their patients.

Phone lines impossible to reach consistently

There are technical issues with the online appointment system, and phone lines are frequently unavailable. When calls do connect, communication can be unclear, with responsibility sometimes placed on the caller. Managing healthcare needs for a family member with a chronic condition has been extremely challenging due to difficulty accessing prescriptions and appointments. Securing an appointment for personal healthcare needs has proven nearly impossible. The overall experience has been very poor, to the point where it feels easier to handle medical matters independently.

Disabled access issues at the entrance

We arrived to discover that a disabled parking space was positioned in a way that obstructed the only accessible drop kerb. Additionally, the automatic entrance consisted only of an outer door, which left a wheelchair user unable to proceed through the gap between the two sets of doors.