The Glen Medical Group

Phone lines still need improvement after closure

Following the closure of the local NHS facility, accessing services by telephone has presented ongoing difficulties. The practice has operated with limited clinical staff availability. The service appears to be managing under significant resource constraints.

Frustrating phone queue and long wait times

I spent half an hour attempting to reach the practice, with the majority of that time spent listening to an engaged tone. When I finally managed to get through, I was informed that the earliest available remote consultation slot was approximately ten days away. Until then, I remain uncertain about what might be causing my health concerns.

Phone lines constantly busy, appointments months away

I have found it very difficult to reach the practice by telephone. The lines always seem to be busy, even when calling at the suggested time. On attempting to contact them, I was unable to get through despite multiple tries over an extended period. When appointments are eventually available, they tend to be scheduled quite far in advance. The phone accessibility appears to be a significant issue that makes it challenging to connect with the practice.

Phone lines constantly unanswered at this surgery

I have decided to change surgeries due to my experience with this practice. I found it very difficult to reach them by telephone, as calls were not being answered during the stated times. I was advised to call at a specific time to book an appointment, but this did not align with when the phones were actually being answered. The reception staff seemed unhelpful and inflexible when I attempted to contact them.

Good surgery with helpful reception staff

A satisfactory medical practice

Impossible to get appointments at this surgery

Would not give this practice a single star. The surgery is completely inadequate and it is nearly impossible to secure an appointment. I resorted to requesting an out-of-hours consultation instead. My young child experienced persistent symptoms including coughing and vomiting over an extended period spanning several months. I attended multiple appointments seeking help. A walk-in centre provided a diagnosis that the practice had not identified. When my child developed complications, no treatment was offered. I am not registering with this practice any longer and am switching to another provider.

Couldn't reach anyone despite hour-long phone queue

I would rate this experience much lower if possible. I had arranged an appointment for my son on Friday after spending an hour on the phone that morning. When his condition deteriorated around 4.30pm, I called back to ask whether he could be seen urgently or if there was an on-call doctor available, but was informed that neither option was possible. I then contacted 111, who subsequently got in touch with the practice, and 111 indicated that an on-call clinician from the practice would be returning my call. It was frustrating that no on-call support appeared to be available when I initially rang. I was very disappointed with how the situation was handled. I am grateful to the clinician who eventually saw my son and hope that his condition improves without requiring hospital treatment.

Long wait then had to chase appointment

It took three weeks to secure an appointment, and then I had to make another call a week later to confirm it was still happening. This felt quite frustrating.

Phone lines constantly busy and unresponsive

Awful experience with communication and responsiveness. The phone lines are consistently difficult to reach, prescriptions are frequently delayed, and there is poor notification about practice closures for staff development days despite recent contact. Overall, the service quality falls significantly short of expectations.

Reception staff could be more approachable

Good practice with supportive clinical staff, though the reception team could sometimes be a bit less presumptuous in their manner.

Staff always willing to help when needed

This practice has consistently provided helpful support, and the team always makes an effort to assist when needed. I have been attending for a considerable time and am very satisfied with the care received. I remain grateful for everything the staff do.

Helpful staff who actually listen

The medical staff are friendly and supportive.

Couldn't get through on the phone to cancel

Experienced significant difficulty reaching the practice by telephone, with lines appearing consistently busy. Attempted to contact the surgery multiple times over an extended period to cancel an appointment without success. Currently awaiting a response regarding a formal complaint about the appointment not being cancelled as requested.

Phone lines need improvement at this surgery

It would be an excellent practice if they were more accessible by telephone. However, when contact is finally made, available appointment slots are rarely offered.

Helpful reception staff made booking easy

Quite useful