Zetland Medical Practice

Reception staff attitude makes calling difficult

The non-clinical team members appeared to lack enthusiasm for their roles and displayed what seemed like a negative demeanor both in person and over the telephone. Recent attempts to contact the surgery by phone have been frustrating. Upon calling, there was typically a significant wait in the queue, and when the call was eventually answered after approximately 21 minutes, it was disconnected shortly after. This resulted in having to rejoin the queue and wait again for the same length of time. This happened on more than one occasion. Additionally, the waiting time to secure an appointment is quite lengthy, extending to several weeks.

Easy to book appointments when needed

I have consistently been able to secure appointments for both myself and my family members, even when contacting the practice at later times. The team has consistently demonstrated a welcoming and approachable manner.

Reception staff were dismissive and rude

Extremely disappointing experience, felt quite disrespected throughout. Would strongly recommend looking elsewhere for your healthcare needs.

Couldn't get through on the phone

I'm considering switching to a different surgery as my wellbeing is a priority for me.

District nurse failed to show for home visit appointment

My elderly and vulnerable family member was scheduled to receive a home visit from a community nurse today. The appointment was confirmed for 3.30pm via text message from the practice. When we called the practice at 4.30pm to check on the appointment, we were informed that the nurse was out and unavailable to contact. We were told they did not have a mobile phone with them, which seemed concerning given the responsibilities of the role. It appeared the practice was unable to provide information about their staff member's whereabouts or appointment schedule. This experience felt unprofessional and fell short of the standard we would expect.

Easier to get through on the phone

I transferred to this practice from another local surgery where I had experienced poor service, and I genuinely wish I had made the change much sooner. The practice is significantly easier to contact, the team members have consistently demonstrated friendliness and helpfulness, and the clinicians I have consulted have been excellent. Prescriptions are processed promptly and dispatched to the nearby pharmacy without delay. This has been the best medical practice I have encountered, and I would strongly recommend it to others.

Reception staff were welcoming but appointment felt dismissive

The reception team provided excellent service and I was previously seen by a doctor who administered my regular injections. During my first appointment with a different clinician for a routine weighing, they sat down and discussed my weight, advising me that I needed to lose weight and suggesting I make healthier dietary choices. I felt very uncomfortable during this interaction with a healthcare professional. This was particularly disappointing given that the practice promotes mental health awareness through social media, yet I felt the clinical approach lacked sensitivity to how their comments might affect a patient's wellbeing.

Admin team stretched but clinical staff excellent

The clinical staff are excellent, however the administrative team appears to be under considerable pressure with their workload, which has occasionally resulted in errors relating to appointments and medication requests.

Difficult to get through on the phone

I would caution against using this practice.

Reception staff were dismissive and unhelpful

I was disappointed with the level of care and professionalism I experienced at this practice. I felt that patient care did not seem to be a priority, and the reception staff came across as unhelpful and discourteous during my interactions with them. I also had concerns about the quality of clinical care provided. I was surprised that this practice continues to operate when other local practices have closed.

Practice turned me away at afternoon cutoff time

I have lost confidence in this practice despite being a long-term resident of the area. When I attended the surgery in the afternoon seeking an urgent appointment, I was informed that due to the time of day, I would need to contact the out-of-hours service or return the following morning. This experience has left me disappointed with what appears to be a lack of flexibility in accessing timely care at the local level.😡

Vaccination appointment ran smoothly from start to finish

I received my flu vaccination at the scheduled time and was greeted warmly by the team. The appointment went smoothly from start to finish, and I was very pleased with the quality of care provided. I'm grateful for the excellent service.