Glenlyn Medical Centre
4 months agoLisha M. 5 months ago • From Google
Bad
Online booking form left unprocessed for days
The practice uses an external call handling service rather than managing phone lines directly. To arrange an appointment, patients must complete an online form. After submitting one on a Wednesday evening, I had received no response by Thursday evening, so I called. I selected the callback option when prompted but nobody returned my call. On Friday morning, I finally reached someone who apologised and said they couldn't locate my submitted form. They took my details again and said a clinician would contact me during the day. As 5pm approached with no call, I rang back out of concern. The person who answered stated they had no record of my previous call and that I wasn't scheduled for a clinician callback. I was asked to resubmit my form. Given it was late Friday, there was no realistic prospect of speaking to a clinician before the weekend. The appointment booking process felt inefficient and gave the impression that patient care was not a priority.
Glenlyn Medical Centre
4 months agoDear Lisha, Thank you for taking the time to write to us. There is a formal complaint process via the website, and you are more than welcome to address these matters here. I would like you to know that our telephones have been outsourced for a number of years. This is common within the NHS. Regarding the forms, the NHS directed primary care to operate what it calls total digital triage - that is no matter how you contact the practice, either via the phone, via a form or in person, your request is put through a triage process. That is an NHS mandated process all GP practices use a similar process to ensure that those in most need are able to access care in a clinically appropriate time frame, rather than the old, first come first served model that left the seriously ill vulnerable to worsening conditions because they were unable to make a call or stand in line first. Regarding your calls, we will investigate, but do ask that you contact us directly so that I can ensure that I have the right patient
I was not satisfied with my experience at this general practice and would not recommend returning.
Glenlyn Medical Centre
Dominique P.
I appreciate the care and attentiveness shown during my appointment. I felt listened to and was satisfied with the support I received.
Glenlyn Medical Centre
InnerSense W.
The healthcare professional I saw was excellent, demonstrating attentiveness, helpfulness, understanding and compassion throughout the appointment. I am very grateful for the care provided.
Glenlyn Medical Centre
Leah T.
I appreciate that others may have different experiences, but I wanted to mention that I've consistently found the team here to be approachable and welcoming. I'm particularly grateful that the..
Glenlyn Medical Centre
Caroline G.
Why are patients being directed elsewhere when this location is the closest option for many of us? The practice appears to be reducing services and accessibility here. Are there plans to relocate or..
Glenlyn Medical Centre
Paloma Z.
That's it. That was the last appointment with a remote, telephone-based consultation available within 10 days. I recently had a significant surgical procedure and felt the practice provided minimal..
Glenlyn Medical Centre
Oscar O.
I recently discovered through my consultant that an attempt was made to contact my GP surgery regarding coordination of ongoing testing for a potential new condition I may be experiencing. My..
Glenlyn Medical Centre
Lisha M.
The practice uses an external call handling service rather than managing phone lines directly. To arrange an appointment, patients must complete an online form. After submitting one on a Wednesday..
Glenlyn Medical Centre
Fivos V.
A well-staffed practice that provides excellent care. The service has consistently been of high quality.
Glenlyn Medical Centre
Charlie C.
I would greatly appreciate it if the exceptionally supportive and approachable member of the reception team could share their extensive knowledge and excellent patient rapport with their colleagues...
Glenlyn Medical Centre
Hafiza L.
Extremely unsatisfactory experience and quite frustrating. The communication systems appear to be malfunctioning, making it difficult to access services. I believe this practice requires significant..
Glenlyn Medical Centre
Caner Z.
I had an excellent experience at my recent appointment. The clinician demonstrated exceptional skill and quickly identified a solution to my concern. After visiting various practitioners over the..
Glenlyn Medical Centre
Helena A.
The standard of care, service and attention provided was disappointing. This has been the least satisfactory GP practice I have experienced.
Glenlyn Medical Centre
Paul C.
An appealing facility with a welcoming atmosphere, offering ample seating and convenient lift access to upper floors.
Glenlyn Medical Centre
Brendan A.
I have been consistently pleased with the breadth and standard of healthcare services provided, as well as the promptness of my care across various medical concerns over the past month. Looking..
Glenlyn Medical Centre
Chris L.
During my initial appointment, the clinician demonstrated a friendly demeanor, attentive listening skills, and genuine compassion regarding my circumstances. Should I require future appointments, I..
Glenlyn Medical Centre
Fahmina C.
The new automated telephone system has proven to be quite problematic. It is difficult to reach the reception team for straightforward queries. Messages left through the automated system rarely..
Glenlyn Medical Centre
Dean E.
Highly Satisfactory Experience with Outstanding Team Members Remarkably Courteous Supportive and Well-Mannered
Glenlyn Medical Centre
bubble d.
First time visiting this facility, and the experience was excellent. I only interacted with the reception staff and a midwife. The receptionist was very friendly, helpful and professional. The..
Glenlyn Medical Centre
Ah-mal A.
I felt let down by the triage process at this practice. My mother attended several weeks ago with chest discomfort and was assessed by a clinician who did not take her concerns seriously. She was..
Glenlyn Medical Centre
Baba K.