Zetland Medical Practice

Felt listened to and properly reassured

Visited the practice and saw a clinician who was very reassuring, understood my concerns and provided helpful solutions, with appropriate follow-up care arranged.

Helpful and pleasant reception staff experience

The staff member was absolutely fabulous. Very helpful and pleasant.

Quick response to e-consult request was reassuring

Wonderful people and care. I used the online consultation service and received a response very quickly. The team here are so friendly, funny and caring. The clinician was amazing and listened to absolutely everything I had to say, then went above and beyond. The receptionist was so kind and polite. The healthcare professional who carried out my procedure, thank you for the laughs. I feel heard and cared for.

Helpful appointment that eased my worries

Extremely useful and reassuring experience

Felt listened to and put at ease

I was somewhat anxious about attending my appointment, but the staff member quickly helped me feel at ease. They explained the procedures being carried out and offered suggestions regarding minor adjustments to my daily routine. I appreciate the care provided.

Easy to get appointments when needed

I have found the clinical staff to be very good. I have had no issues obtaining an appointment when needed. The clinician has contacted me to discuss treatment options, saving me a trip in. If I have required follow-up care coordination, the practice has handled this well. The reception team are helpful and polite. I would recommend this practice.

Quick morning call got me seen same day

Rang early in the morning and was able to secure an appointment for late morning, which was exactly as scheduled.

Welcoming staff made me feel supported

I appreciate the welcoming, supportive and professional approach from all team members at the practice, including both reception and clinical staff. Over the past month, I attended for investigations and consultations, and each appointment was a positive experience. Thank you x

Receptionists helpful, phone queues much improved

My partner and I have been attending this medical practice for more than two years. We have consistently found the front desk staff to be courteous and supportive. The time taken to reach the surgery by telephone during morning hours has become noticeably better following the introduction of an updated system, which was implemented in response to patient suggestions. Although same-day appointments with a doctor are not guaranteed, the practice offers same-day alternatives with other qualified professionals including nurses, paramedics, and physiotherapists who specialise in musculoskeletal assessment. These practitioners have the ability to consult with an on-call doctor when needed and are authorised to arrange referrals and dispense medications. I have appreciated the doctors' willingness to adopt a team-based approach when working alongside patients.

Reception staff made me feel genuinely listened to

I was asked to provide feedback regarding my recent appointment with two trainee clinicians who saw me, followed by a consultation with a senior clinician at the practice. I cannot speak highly enough of the care I received during my visit. The trainees and senior clinician demonstrated exceptional interpersonal skills, clinical knowledge, and a genuine ability to listen and understand my concerns. Their approach was reassuring and made a meaningful difference to my experience, resulting in a positive outcome. I have every confidence that the two trainees will make excellent practitioners once they complete their training. I would strongly encourage the practice to retain them when they qualify. I apologize for the delay in submitting this feedback. I hope the practice will understand the circumstances. Best wishes and belated good wishes for the new year.

Welcoming staff made me feel heard

The team here is delightful, creating a warm and inviting atmosphere throughout the practice.

Reception staff stayed polite despite being under stress

I can't fault anyone at this practice, as I've consistently had positive experiences. The reception team members I've interacted with are always courteous, despite clearly being under considerable pressure. The clinical nursing staff have been polite and supportive in all my dealings with them, and the medical practitioners are consistently courteous, supportive and well-informed, whether during face-to-face appointments, telephone consultations or digital consultations. I must offer particular praise to one clinician, who has always been exceptionally helpful and whose diligent approach to thorough assessments may well have made a significant difference to my health outcomes.

Easy access to emergency appointments when needed

I have been attending this practice since I was 3 years old and am now 27. I cannot adequately express how beneficial they have been to me. Unfortunately, I experienced a serious health crisis at 18 and faced challenging circumstances over the following years, including significant medical issues and subsequent psychological trauma. Throughout this difficult period, the clinical team at the practice demonstrated exceptional care. I have confidence in their clinical expertise when navigating complex and serious medical situations. Beyond their professional competence, they have shown genuine concern for my wellbeing as an individual and take a holistic approach to decision-making. They have been particularly skilled at addressing both my mental health needs and the complicated physical health matters simultaneously. Their response to emergencies has been swift and thorough, including rapid hospital admission when necessary and continued support following discharge. I now have considerable trust in the clinical team, which represents a significant shift for me personally. I have found it straightforward to access same-day emergency appointments by calling at 8.30am, though there can be a queue initially. Routine appointments are somewhat more challenging to obtain, though I understand the practice is working to improve this through appointments with nursing and paramedic staff. The reception team have consistently demonstrated helpfulness and kindness. They are honest when uncertain about something but make genuine efforts to find the best solution. The prescription ordering process has become much simpler following a system update several years ago, and emergency prescriptions have been processed promptly whenever I have required them. My health has now stabilised considerably, and I have been able to return to university studies. I genuinely believe the support provided by this practice over recent years has been instrumental in enabling me to reach this point, and I am deeply grateful. GP practices receive considerable negative attention currently, but having navigated significant health challenges over nearly a decade, I can confidently say this is a strong practice given the pressures within the current healthcare environment.

Online forms made booking much easier

I cannot express just how wonderful I find the clinical team and the online services! Being able to submit forms whilst working in a job that doesn't always allow flexibility is incredibly easy and convenient. A prompt callback was received and helpful guidance was provided. I think the online system is excellent.

Staff followed up with a helpful phone call

I would like to express my gratitude for the appointments I received regarding my health concern. The clinician provided clear explanations that helped me understand and follow the guidance given. I also appreciated the follow-up phone call to check on my progress. Thank you to the practice for the care and attention I received.

Face-to-face appointment felt thorough and well organised

Had a really good face-to-face appointment this morning with a very pleasant and knowledgeable clinician, who took a thorough history, identified the issue and initiated a treatment plan. Very pleased with the entire process from appointment booking and triage through to check-in and consultation. Thank you!

Welcoming practice that truly listens to patients

I completed a placement at this surgery during the previous year, and I cannot emphasise enough how much I valued the experience. The approach to patient care was comprehensive and conducted to a high standard, and the clinical staff were consistently available to offer support and attentiveness. All of the individuals I interacted with throughout my time there also spoke very positively about the practitioners working at the facility.

Supportive placement with genuinely caring staff

I completed a medical placement at this practice last year and found it to be an excellent experience. The clinical staff demonstrated genuine compassion and strong expertise, consistently going the extra mile for those in their care. The placement proved invaluable for my professional development and significantly contributed to my learning. I valued the experience so highly that I am coming back for further training. I would strongly encourage others to consider this practice. The patients I encountered during my time there expressed consistently positive feedback about the service provided.

Can't book appointments weeks in advance

I found the experience quite frustrating. The appointment booking system is very restrictive, as I'm unable to schedule a routine appointment in advance despite requesting this multiple times. I wanted to arrange a screening test but was informed that available slots are limited, particularly outside standard working hours, with no appointments showing for several months ahead. I was advised to contact the practice again later to check for cancellations. I was disappointed by how the scheduling operates at this practice.

Long wait and unhelpful reception staff

The experience with staff was disappointing overall. There was a lengthy wait to be seen, and the reception team's responses came across as unhelpful and unwelcoming.