Mosslands Medical Practice

Appointment waiting times stretch into next month

Many other individuals have had to return to their employment and continue with their daily responsibilities, so it is unclear why healthcare professionals should be exempt from this expectation. I am unable to secure an appointment by telephone for several weeks, despite the current date being early in the month. While I do recognise that reception staff are placed in a difficult situation due to limited appointment availability, this does not justify the dismissive and unsympathetic manner in which some interactions have occurred. I would prefer not to receive a standard apology response, as such statements lack genuine meaning. Instead, I would appreciate seeing the practice operate with the same commitment to service that other working professionals are expected to maintain.

Helpful reception made the whole process smooth

Efficient service with excellent teamwork! From the receptionist who provided outstanding assistance, to the nursing staff who demonstrated their usual proficiency and finally the clinician who ensured my daughter received prompt treatment over the weekend, preventing the need for out of hours care. As someone working in primary care myself, I understand the pressures GP services face currently and despite those challenges I cannot fault this service. 10/10.

Helpful staff despite challenging appointment system

Given the demanding circumstances that healthcare professionals and practice teams navigate, I have tremendous respect and gratitude for the care I have received from everyone at this practice. The clinical staff demonstrate excellence, professionalism and genuine attentiveness. The same applies to the nursing team. The reception team, in my view, receives unfair criticism. I have never experienced discourteous treatment, nor have I witnessed rudeness towards others—often it comes down to how one engages with people in the first place! As constructive feedback, the booking system would benefit from review and improvement. Like many practices, the process of getting through and securing an appointment can sometimes be quite challenging. Overall, I am grateful for the service provided to patients and the community. Please continue with this standard of work.

Reception staff were dismissive about prescription requests

This has been one of the most disappointing experiences I've had at a medical practice. The front desk staff came across as unwelcoming and unhelpful throughout my interactions. They seemed overwhelmed by routine tasks. Medication refill requests appear to go missing, and there's been denial that requests were ever submitted. I would suggest that if staff members are finding their roles challenging, they might consider positions that would be better suited to their preferences, particularly those that don't involve direct patient contact.

Phone access to management needs improvement

I contacted the practice to request a conversation with the manager, but was told that discussions would need to be submitted in writing instead. I found this approach frustrating, and the email address I was subsequently provided turned out to be incorrect.

Booking confusion left us waiting an hour

A deeply frustrating experience. I scheduled an appointment for my daughter and was informed it would be the following Monday. When I arrived at the stated time and checked in at reception, I was made to wait for an hour. Upon inquiring at the desk, I was then told the appointment was actually scheduled for the following Monday instead. No explanation was offered as to why this discrepancy wasn't clarified when I first checked in.

Helpful staff but phone lines are impossible

The team members are excellent, however contacting the surgery by telephone has become quite challenging, with extended waiting times experienced when attempting to book an appointment today. The service has noticeably declined following the recent practice consolidation.

Reception and clinical staff made us feel reassured

I had a positive experience across all stages of my visit, from booking the appointment through to my interactions with the reception team, clinical staff, and nursing team. The staff consistently went above and beyond to ensure comfort and reassurance, particularly during routine visits with my family members.

Reception staff were genuinely helpful and polite

Mosslands Practice is an excellent facility that consistently provides helpful support with staff who go the extra mile. Both the clinical team and reception staff are courteous and responsive to patient needs.

Staff made me feel genuinely listened to

Excellent team and facility!

Reception staff went the extra mile

I would just like to thank the medical centre for the excellent care they have provided me over the last few weeks. It has been a challenging time for everyone during lockdown and I was concerned about attending my appointment, but I can honestly say the staff were amazing. The reception team also went out of their way to help me. Thank you again.

Helpful staff who actually listen

Always supportive and accommodating. Excellent service 👌

Reception staff could improve their manner

I won't be the first or last to say this as everyone says this but one clinician's bedside manner needs vastly improving! That said another clinician is brilliant.

Reception staff were genuinely helpful and kind

Excellent experience with the front desk team, who demonstrated helpfulness and genuine care.

Staff listened and acted quickly on concerns

I spoke with the respiratory nurse about my condition, and she promptly consulted with the doctor, who provided me with a referral. I'm very grateful to the nursing staff and doctor involved, as well as the entire team, who clearly demonstrate genuine care for their patients ❤

Repeat prescriptions broken after practice merger

We were previously registered with another practice, which then merged with this surgery, and since then nothing has functioned properly. The repeat prescription system is not working effectively. The team appears indifferent to patient concerns. The practice requires oversight and intervention to address the shortcomings in delivering adequate patient care.

Website makes ordering prescriptions needlessly difficult

The practice website is extremely difficult to navigate. I'm frustrated that basic functions don't seem to work properly. Simply requesting a repeat prescription shouldn't be this complicated.

Practice needs modernising and better staffing

The practice could benefit from improvements. The facility and team would benefit from modernisation and refreshment.

Online registration system keeps rejecting correct details

I have been attempting to register through the online system without success. The process has been frustrating, as the system repeatedly indicates that my details are incorrect despite having received correspondence from the practice confirming these same details. I spent considerable time trying to complete the registration before eventually getting through by phone. Once I did make contact, I received duplicate copies of the registration information through both email and post. Unfortunately, none of these approaches have resolved the issue. The online system does not appear to be functioning properly for my needs. I require monthly medication and everything was working smoothly prior to the introduction of the new system.

Phone system makes booking nearly impossible

The new system is problematic. Reaching someone by phone is extremely difficult. When I finally managed to connect, I was instructed to upload images of my condition through the website. Upon accessing the website, I found the layout confusing and unclear. Despite having a background in computer science, I struggled to navigate it. I'm concerned about how my older relatives would manage with such an unintuitive interface. I've been with this practice since birth, but I'm now considering transferring myself and my family elsewhere. The current setup is not functioning adequately for my needs.