Mackenzie Medical Centre

On a Monday morning at 8am I rang the surgery for a same day face to face appointment. It was arranged for 11.30am. I then remembered that access to the surgery would be difficult. The Queen had just died. Royal Mile Edinburgh was congested with mourners. The police was closing off streets to halt overcrowding. I rang again to postpone the appointment. I was told to come the next day, Tuesday, at 2pm. When I arrived the next day, I was told to go away again. No 2pm appointment was on the system. The receptionist remembered that the day before at 11.30 the doctor had come out to look for me. To err is human. I accept that whoever should have put the 2pm appointment on the system had forgotten to do so. What is unacceptable is how rude the receptionist was when I arrived. She thought the problem was mine, not hers. She thought I should not be there. No apology was given. A few days later I telephoned the practice manager to give feedback. She too was rude. She sent me a peculiar letter. It said they are trying to build a system that will enable patients to cancel without telephoning. This information is irrelevant to what has happened to me. The letter blames me for what has happened by saying that I got “confused”. No, I did not hallucinate the Queen’s death or the Tuesday 2pm appointment. The surgery has wasted my time and badmouthed me on my medical record. This has made me reluctant to seek treatment. I regret trying to give feedback to the practice manager. There has been no improvement. I recently collected a printout. The receptionist was grumpy again.

Have been with this practice for about 2 years and have always been impressed with their professional and courteous manner. Very polite reception and very patient with some awkward customers.

A rude receptionist who is so busy talking over you she cannot take in the simplest bit of information. A manager who is never available and who has not replied to my formal complaint from 2 months ago (when the NHS requires them to reply within 20 days). But the worse are the doctors. Gross negligence and total carelessness. It was clear over and over again that they put no thought whatsoever to my health - to a point that is probably actionable in court. These people are truly irresponsible and should be struck off the medical register. For the love of God, please stay away from these despicable people and go to a different medical centre.

Receptionist was lovely, I walked in and she arranged appointment the same day and only 2 hours later. I saw Dr Schofield who had an excellent way about her. Friendly and professional she quickly advised that I had a virus and that I would feel a lot better by the end of the week. She recommended a type of cough medicine. Am pleased to say she was 100% right Chris from Brighton

This practice is suitable for those who only need to be registered in case of minor ailments. For long term more in-depth conditions - it’s very much hit and miss and I would suggest considering a different practice more suited to your specific health requirements. Mental/emotional care - is very basic and I would not recommend this practice if you have such issues. Phone systems - are outdated so it is a case of calling and hoping you can get through. There is no call waiting or auto menu options. Not ideal if you can only call at specific times due to work/education etc. as you may not get through that day. There are dedicated lines for prescriptions etc displayed on the surgery website. Same as above with call success. Appointments - same day appointments and book in advance. Same day can be difficult as you have to phone (or go there) at 8am. The line is constantly engaged meaning when you do get through all the same day may be gone. I’ve had more success than failure with same day. You are not guaranteed a GP based there or one you know. Book in advance will get you an appointment with the GP you require but it’s generally at least a week for the less popular GPs and over two/three weeks wait for the more popular. Staff wise. Nursing staff - have always been excellent to date. They are in a separate building. GPs - are hit and miss, dependant on condition and the GP . You are able to see the same GP if you book a week or two in advance IF that GP is based there. Bear in mind as a teaching practice you may see a GP that you cannot see again. I have find some caring and brilliant, others less so leaving me frankly not wanting to return and feeling worse, others unable to help if it isn’t a minor ailment. You can leave concerned or confident with the handling of your diagnosis that day. Reception/admin - are hit and miss. Some can be rude and abrupt. Some are very disinterested and unhelpful. Some can be grumpy but they will help. Some are simply lovely and the saving grace to the first point of contact. However, it’s off putting phoning or coming in, in case your first point contact is unpleasant. It happens frequently enough to be a concern. Premises. Waiting/reception area - outdated and worn on the edges but clean. No reading material so bring your own! Consult rooms - slightly outdated but adequate Toilets - female (I haven’t used the male!) are hit and miss with cleanliness, shabby and outdated. TL;DR service received will be a nightmare / excellent / a combination of both.

Everything about my experience since moving to Edinburgh have been fantastic

Great doctors but reception staff brusque and outputting. Almost impossible to get an appointment or get through on phone. I avoid coming even when sick these days

I have been registered with this practice for over 20 years. Reception staff are friendly and helpful. GPs are knowledgeable and don't dictate - they tell you what they think and what the options are and help you to make a decision how to proceed. Very involved in medical student training, which is a good thing. Practice nurses are also excellent. Dedicated results line and repeat prescription request line are helpful, as is the online prescription request service. Many of the GPs are part time so if you want to see the same one again you will to wait longer, but if you're happy to see anybody, you'll be seen more quickly.

Everyone is pretty friendly... if you can talk to someone. They don't have call waiting. So it's anarchy on the phone line trying to get ahold of someone. I've spent twenty minutes just redialing the number just because I need a prescription reissued or whatever. Literally called 57 times in 20 minutes right at opening and the call still said "user busy". I tried calling for a week and that happened pretty much every time. When I finally did get ahold of someone it was near the end of the day on a Friday. So they told me to call back Monday morning for an appointment if I needed something sooner than the following Thursday. PLEASE GET CALL WAITING.

this surgery is staffed by university Doctors who have to work the minimum hours to keep their practicing licence. You never see the same doctor twice, it is there to serve the doctors needs not the patients.