Mosslands Medical Practice

Quick response to my online appointment request

Required an appointment and submitted a request through the online system. The practice contacted me and arranged a same-day in-person consultation.

Reception staff dismissive during appointment visit

I attended a local medical practice recently and felt that my appointment did not result in the treatment I was seeking. Instead, I experienced a difficult interaction with a staff member that left me feeling unheard and frustrated. The manner in which the conversation was handled felt unprofessional to me. When I attempted to address my concerns about the appointment, I found that responsibility was redirected elsewhere rather than being addressed directly. This was a disappointing experience overall.

Rushed appointment left me feeling dismissed

I attended an appointment at the practice and felt that my time was not well spent. The clinician seemed hurried and gave the impression that they had other priorities, making the consultation feel rushed. I did not find the interaction particularly helpful, and overall the visit felt unproductive.

Friendly staff made me feel welcome

A pleasant experience overall. The entire team was welcoming and supportive.

Receptionists were genuinely kind and helpful

I provided an excellent review of this medical centre, though I accidentally neglected to select the full five-star rating that they truly merit. This is an outstanding practice. I have consistently received wonderful service and care throughout my time as a patient. The reception team members are exceptionally kind, patient, and helpful, and they respond promptly whenever I have needed assistance. The clinical staff are equally impressive, demonstrating patience, thoughtfulness, and genuine understanding in their approach. I have no desire to seek care elsewhere.

Appointment booking system let me down badly

The appointment system is frustrating to navigate, requiring completion of a form that gets assessed to determine which clinician you'll see, followed by a phone call to confirm your slot. I went through this process today and arrived at my scheduled time, only to be informed that my appointment wasn't actually on the system and asked to return the following day. Since I was experiencing discomfort, I declined and waited to see someone available. The clinician I eventually saw was pleasant and helpful, but this isn't the first time the practice has had organisational issues like this. I'm considering registering elsewhere as a result.

Grateful for clear communication and positive health impact

I have been attending this practice since childhood and have consistently had positive experiences throughout my time as a patient. I appreciate the effective communication I receive and the beneficial effects this has had on my overall health and wellbeing.

Persistent support resolved months of billing issues

The practice manager has been exceptional in assisting me with several intricate billing matters involving the NHS. What could have been an overwhelming situation was handled through persistent communication over an extended period. Their dedication to resolving the issue was invaluable, and I'm genuinely uncertain how I would have managed without their support. This staff member demonstrates real excellence in their position, offering thoughtful feedback and practical solutions. They've been receptive to suggestions and have successfully championed improvements within the practice. My own recommendations have been acted upon and integrated into their processes. They consistently demonstrate attentiveness, empathy, patience and a genuine willingness to exceed expectations. I haven't encountered this calibre of patient-centred care at other local surgeries. I'm truly grateful for their help.

Struggling to get pain relief after months of appointments

I've been experiencing persistent knee discomfort for several months and attempted to schedule an appointment in mid-February. I was seen by an advanced practitioner and have attended multiple follow-up visits since then. I've complied with all recommended advice and treatment plans, yet I continue to struggle with pain management. Physiotherapy has been suggested again as the next step. I'm feeling frustrated and uncertain about what additional measures might be needed to achieve effective pain relief.

Appointment not recorded, felt let down

I attended an appointment for a respiratory assessment that was not properly documented in my records. The clinic appeared to be understaffed with appropriately qualified personnel available. Due to my mobility difficulties and balance issues, I found it challenging to attend, and I was frustrated and disheartened by the manner in which I was received during my visit. I felt let down by the overall experience.

Couldn't get through on the phone

I've been attempting to reach the practice for an extended period without receiving a response.

Triage system improving access to appointments

Very satisfied with the ongoing improvements made since the pandemic period, especially the triage system operated by clinical staff which functions effectively with multiple contact methods including photo submission, telephone consultations and in-person visits. The communication provided during consultations is of a high standard. Obtaining an appointment remains challenging, though it has become more achievable than previously. It would be beneficial if online booking forms were accessible at all times rather than during restricted windows. The quality of care from nursing staff has been inconsistent, with notably varying levels of experience across different team members.

Reception staff were dismissive and unhelpful

Not very helpful, to be honest. I reviewed this practice four years ago and they remain equally ineffective now. There was an incident involving a senior staff member who spoke to a family member in a manner that felt disrespectful when they requested assistance. The family member felt their concerns were dismissed and that their eligibility for care was questioned based on financial contributions. Given that this family member does contribute to the NHS through taxation, they felt entitled to respectful treatment and support when seeking help. I also experienced a situation where one clinician appeared to obstruct my access to treatment for a condition that a specialist had deemed time-sensitive. This created significant concern about the potential impact on my employment and wellbeing. Despite the earlier suggestion that we were not entitled to care, the practice now frequently contacts us requesting that we attend appointments for various matters. The frequency and multiple methods of contact have felt excessive and unwelcome. Meanwhile, I understand there are patients actively seeking appointments who are unable to obtain them. It seems counterproductive that resources are being directed toward contacting patients who are not seeking care, when those efforts could instead be focused on accommodating patients who are actively trying to access appointments.

Thorough and caring approach to my health

I would like to provide feedback on the excellent care I have received from the clinical team. The healthcare professional I saw was kind, caring, and very thorough. Thank you for the attentive service.

Repeat prescriptions consistently delayed at pharmacy

It is frustrating that repeat prescriptions are not consistently available each month despite being set up for automatic renewal. My spouse submitted their request a fortnight ago and it still has not arrived at the chosen pharmacy. I also spoke with someone else who had submitted theirs two weeks prior to their trip but it was not processed in time. When I contacted reception about this issue, I was advised to call 111 to obtain an emergency prescription instead.

Long wait times for routine appointments

Possibly among the least satisfactory medical practices in the vicinity. Waiting periods for appointments extend to several weeks. Consider exploring alternative options if feasible.

Online booking system lacks empathy and flexibility

The appointment booking process feels inadequate and sluggish, with limited compassion shown throughout. Being required to categorise your concern online and acknowledge potential delays of up to two days before receiving a response feels unnecessarily discouraging when simply needing an appointment slot. However, I was able to secure an appointment through a callback system, and the staff member handling this was genuinely pleasant, attentive and encouraging, which has led me to adjust my rating to three stars. That said, I remain uncomfortable with the mandatory checkbox disclaimers that must be accepted regardless of individual circumstances.

Reception kept hanging up on calls

Called multiple times and the calls were disconnected as it was approaching the end of the working day. Found this frustrating. Feel that a significant portion of the reception team may not be suited to their roles. If staff are unhappy in their positions, they should consider alternative employment. Very disappointed with this experience.

Receptionists helpful, online booking works well

I have been attending this practice for several years and have consistently had a positive experience. Whenever I have required an appointment, I have been able to secure one without difficulty. While the telephone service can experience periods of high demand, I have found the online booking system to be a reliable alternative that provides prompt responses. The reception team has consistently demonstrated helpfulness and professionalism. I have no concerns to raise about my care at this practice.

Struggling to reach the practice for appointments

It's difficult to obtain appointments for in-person consultations or to have prescriptions processed through this practice.