Mosslands Medical Practice

Receptionists gave conflicting information about procedures

This practice is probably the worst I have attended throughout my entire life. The clinical staff there appear to be dismissive and lacking in compassion. They do not treat patients as individuals. During my pregnancy, there were numerous occasions when I felt distressed because they were unwilling to provide assistance. Now that I have a young child who is only a few weeks old, the staff remain equally dismissive and emotionally detached. If this were a hospital setting, I would have serious concerns about entrusting my child to their care. Many of the reception staff appear to lack knowledge of the practice's procedures. They provide inconsistent information. Some of them are particularly discourteous. I am puzzled as to how this practice continues to operate as a GP surgery.

Frustrating early morning phone booking system

I have found the appointment system to be quite frustrating. I attempted to arrange a consultation with a clinician but was informed that I need to call at 8am to request an online assessment which then goes through a triage process. I have a musculoskeletal concern affecting my ankle that currently does not seem to require immediate attention. I would prefer to be able to book an appointment for a future date that works with my schedule rather than being restricted to the current system.

Reception staff were dismissive and unhelpful

My initial contact with the surgery involved speaking with reception staff who came across as unwelcoming and unhelpful. Their demeanor seemed dismissive. If they're unhappy in their role, it might be worth reconsidering whether it's the right fit for them.

Impossible to reach by phone for appointments

Terrible experience attempting to contact the practice. Spent two days trying to reach someone for an appointment, waiting from early morning without success. No available slots were offered, and it was not possible to speak with a clinician over the phone either. Very disappointing service.

Phone queues make appointments needlessly difficult

Extremely disappointing. I consistently encounter difficulties whenever I attempt to use this practice's services. I would strongly recommend that prospective patients explore alternative practices before choosing to register here. They decline repeat prescription requests and insist on a consultation with a clinician, yet they fail to schedule an appointment for this to take place. This forces you to telephone and wait in a queue. I have previously spent up to 30 minutes waiting simply to speak to reception staff. The organisation appears to lack efficiency. Why not schedule the appointment directly if a clinician has determined one is necessary, rather than requiring me to make the call myself?

Phone lines constantly unavailable for appointments

I attempted to contact the practice by telephone to arrange an appointment, but was unable to get through as they were not accepting calls at that time.

Online forms get same day responses

I have consistently had a positive experience. I complete an online form and receive a callback from a clinician the same day. When I need urgent care, I am able to access emergency slots without difficulty. My prescription requests have also been handled smoothly without any complications.

Struggled to find an appointment quickly

Difficulty securing an appointment within a reasonable timeframe

Repeated failures left me without proper care

I have had another disappointing experience at this surgery. I feel that the care provided has fallen short of what is needed, and I am concerned about the level of attention given to my health concerns. I was experiencing a significant health issue and felt that the response was inadequate. I had been assured that this situation would not occur again, yet this is now the third occasion on which I have felt let down by the service. As someone managing an ongoing health condition, I expected better support and more effective treatment from the practice.

Felt at ease during quick appointment

I recently attended my routine appointment for regular health screening and the clinical staff member was absolutely wonderful. They put me completely at ease with their warm and professional manner, and I was seen promptly and handled with great efficiency throughout my visit.

Couldn't get through on the phone line

When you are feeling unwell and need to reach your GP, it can be frustrating to find the phone lines constantly engaged. Attempting to get through multiple times in the morning proved unsuccessful, leaving uncertainty about how to access medical support when needed.

Online system changes made prescriptions difficult

The online system has been altered once more, requiring me to set up a new account, which has prevented me from being able to request my medication. I have not experienced such inadequate service from the NHS previously.

Helpful and respectful care from start to finish

Always supportive and courteous. Everything I require from my GP practice.

Phone queue left me waiting then cut off

I had to wait considerably longer than expected when calling the practice and unfortunately the call was disconnected. The online ordering system has been unavailable since recent changes were made, and I'm unable to use this method. The practice seems to be experiencing significant difficulties at the moment. Staff appeared uncertain about when the online system would be restored.

Receptionists were dismissive and unhelpful

The reception staff came across as unwelcoming and unhelpful, which aligns with feedback from other patients. They seemed to be taking on responsibilities beyond their typical role.

Reception staff dismissed my concerns too quickly

It seems the reception team operates as though they possess medical expertise. The service quality appears to be attributed to ongoing circumstances, with staff displaying unhelpful attitudes and a lack of competence. This experience has prompted me to escalate my concerns through official channels.

Rude reception staff made me feel unwelcome

The service at this practice was disappointing, with unhelpful staff at the front desk and an overall lack of care. The experience left me feeling that patient wellbeing was not a priority, which is concerning for a medical facility.

Couldn't get through on the phone

Disappointing experience. A change would be welcome.

Lengthy wait but staff were patient

Unhurried and consistent

Reception staff remain unhelpful and dismissive

The front desk team continues to demonstrate the same discourteous and unhelpful approach that has been noted by other patients previously. Despite management's assurance that call monitoring would be implemented, there appears to have been no meaningful change. The reception staff remain unprofessional and dismissive in their interactions. While all roles present challenges, patients should reasonably expect courteous and professional service. If staff members find their positions unsatisfying, it would be preferable for them to move on so that more patient-focused and considerate individuals could fill those roles.