The Glen Medical Group

New online booking system made it easy

The updated online consultation system for booking appointments is excellent! The team members are all wonderfully friendly and welcoming.

Easy to reach and friendly staff

Excellent. Very convenient location with good parking availability and easy access to public transport options including nearby metro and bus services. The team demonstrated politeness and professionalism throughout.

Online-only appointments aren't working for me

The practice has become ineffective since transitioning to online-only appointments, with no option for in-person consultations. This represents poor service delivery in my view.

Phone lines constantly busy and no appointments available

This practice has been disappointing for a considerable time. The phone lines are consistently difficult to reach when calling at the suggested times, and when contact is eventually made, available appointments are rarely offered. The lines frequently appear engaged, which is frustrating. It would be beneficial if they implemented a queuing system similar to other healthcare providers.

Hard to reach when you need help most

It is challenging to obtain appointments or receive adequate support, particularly when experiencing significant health concerns. The telephone lines are frequently engaged and difficult to reach. Even the automated messaging system appears to have limited availability. This is quite disappointing.

Receptionist went the extra mile for me

The receptionist team members are consistently helpful and demonstrate a positive attitude. They go above and beyond in their approach to patient care and are a valuable part of the practice.

Reception staff showed genuine care and efficiency

Everyone deserves to have someone like this in their lives. Thank you so much for the remarkable compassion and effectiveness, and for standing by me during what was an extremely challenging time for me. So many GP receptionists receive criticism, and often deservedly so. I have unfortunately experienced such individuals myself. It is therefore particularly special that this member of staff proved to be an exceptional standout, and I am genuinely grateful for that.

Quick appointment after calling in

Within two days of my initial contact with the surgery, I was able to receive care. The entire team demonstrated helpfulness, professionalism, and considerable patience throughout. As I have come to expect, this represented an excellent standard of service from everyone involved.

Phone lines never answer for appointments

I have been trying to book an appointment by phone without success, as calls are not being answered. When I visited the surgery in person, I was informed that face-to-face appointments are not available, with no clear indication of when they might become accessible again. Following a medical scan that requires follow-up care, I am unable to see my GP to discuss the results and next steps. I attempted to use the NHS online system to request an appointment and provided details of my symptoms, but was told this could not be processed without an in-person consultation. This creates a frustrating cycle where I cannot access the care I need.

Specialist appointment left me upset and confused

Had an appointment with a specialist regarding a shoulder issue. The wait was quite lengthy. Upon arrival, I was then informed that I should have proceeded to a different floor. The specialist was very abrupt with me because I arrived ten minutes late. No one had communicated to me that I needed to go upstairs, so I naturally waited in the reception area. The interaction left me feeling belittled and treated like a child. I was made to feel responsible for causing the next patient's appointment to run behind schedule. The experience was upsetting enough that I became tearful. I do not wish to return for further appointments with this specialist and would prefer to manage my condition without their care. During the consultation, I was told that injections are not provided casually or without proper consideration. I am still awaiting the results of imaging that was ordered.

Reception staff made me feel welcome

Thank you so much, you were absolutely wonderful!

Dismissed with paracetamol for serious pain

Absolutely shocking, this practice is supposed to be there for people but what a disappointment. I was given very basic pain relief advice for my back condition when I was experiencing significant discomfort.

Phone lines need urgent improvement

The voicemail message regarding call volumes has remained unchanged for half a year, despite circumstances that were initially unexpected becoming routine by now. It would be beneficial to have adequate staffing to handle incoming calls. While the practice offers online appointment booking and automated prescription ordering, speaking with a person requires waiting considerably longer than 30 minutes, and calls are frequently disconnected before reaching anyone.

Frustrating booking system and unpredictable callback times

I feel compelled to share my experience, which has left me quite disappointed. This Medical Centre has not met my expectations. I have concerns about their approach to patient care and service quality. Their appointment system appears restrictive, with limited availability for submitting requests. Contacting clinical staff directly proves challenging, as the practice operates on a callback system where patients must wait for contact at uncertain times rather than being given specific appointment slots. I have found this approach frustrating and am actively looking to transfer my care to another health service provider.

Struggling to book a face to face appointment

It can be quite challenging to secure an in-person appointment at this practice.

Waited weeks for urgent telephone triage appointment

I am very disappointed with this medical practice. My husband waited over two weeks for a telephone triage appointment, which eventually took place with a clinician at the centre. He described symptoms that were concerning to us, and the clinician indicated that a face-to-face appointment with his regular GP and blood tests would be necessary. A referral was sent to the administrative team to arrange these. However, instead of receiving the face-to-face appointment that was recommended, my husband was offered another telephone triage scheduled for three weeks ahead. It seems unclear why an in-person visit was not prioritised given the clinical recommendation. We are hoping the blood test results will prompt an earlier appointment. We are both considering leaving this practice due to our frustration with the service received.

Practice listened and got me urgent help

Absolutely amazing practice. The clinician went out of their way to help. I just can't praise them or this service enough. I was in significant pain and they ensured I was referred back to the surgical team despite the initial indication of a lengthy waiting period. Total hero.

Booking and phone lines make appointments difficult

While the clinical staff are pleasant and competent, the experience of actually getting an appointment is quite frustrating. The reception team appears to lack efficiency and motivation. When visiting in person, it's noticeable that staff spend considerable time socialising in back areas while patients wait. Telephone access is problematic, and the online booking system is unreliable, frequently malfunctioning and refreshing unexpectedly. Recently, I missed a vaccination appointment and attempted to reschedule through the website, but the system indicated I had already booked. After spending over thirty minutes on hold—which is relatively quick given that only one receptionist typically manages phone lines—I was told to contact a different number for vaccination bookings, despite my appointment confirmation email suggesting I should reschedule by calling the practice directly. The receptionist then advised me that booking wasn't necessary and I could simply attend without one, which contradicted the original email instructions. When I attended, I was seen by a third-party vaccine provider who were professional and efficient, completing the appointment within five minutes. This contrasted sharply with my experience contacting the main practice, which felt disorganised and unhelpful.

Phone diagnosis missed serious knee injury

I was unable to obtain an in-person appointment and instead received a telephone consultation during which knee pain was attributed to a common condition. The discomfort escalated significantly, prompting me to seek a private second opinion through a referral letter. The private assessment revealed that surgical intervention was necessary due to a different underlying issue than initially suggested.

Friendly reception made the visit pleasant

I'm not sure why there are so many low ratings, but I had a wonderful experience. The receptionist who checked me in was really pleasant and friendly. I then received treatment from a therapist who was extremely helpful and kind. I'm very grateful for the care I received :)