Crawcrook Medical Centre
LS
Laura S. 2 years ago • From Google
Bad
I have found my experience at this surgery to be extremely disappointing. The reception staff have often come across as unhelpful and unprofessional. When concerns have been raised respectfully, the response has been to invoke the zero tolerance policy rather than address the feedback constructively. I have perceived instances where staff have appeared dismissive or condescending during phone calls, and when this has been mentioned, explanations have felt dismissive rather than genuinely apologetic. Appointments frequently run significantly behind schedule, often by 30 to 45 minutes or more. There have been recurring issues with appointment confirmation errors, including confusion between telephone and face-to-face consultations, and incorrect appointment dates being provided. I have requested call recordings to clarify discrepancies when mistakes have occurred. On one occasion, confidential test results belonging to another patient were sent to my phone, though the clinical staff member did contact me to apologise for this error. When appointments do take place, follow-up referrals have sometimes been overlooked or delayed, requiring me to chase these repeatedly between the surgery and the adjacent pharmacy. Prescription transfers between the surgery and pharmacy have also been slow. Overall, the practice has felt reluctant to provide support, with staff sometimes appearing constrained by limitations beyond their control. I experienced a telephone consultation where technical difficulties made communication difficult, which meant the appointment was not productive. The practice has not provided the continuity of care I would have hoped for. Nearly four years after first raising health concerns, I remain without resolution and am considering changing practices.
john k.