Roslin Medical Practice

Cancer patient. Setting that aside on Tuesday 2 June, I had a pain in my back, which got worse as the day wore on. Around 4.30 PM I visited the practice in the hope of seeing a doctor. The receptionist said the doctor was out on a call and it was possible she would not be able to see me, however If you'd care to wait until she comes back. There was one other person in the waiting area. The doctor returned around 5.15pm. She came out to collect the other person waiting there and ignored me. At this stage it was obvious I was in dire pain. A few minutes later a receptionist came out to tell me the doctor could not see me. I ended up at A and E where they suspected a kidney stone. I left there after 10 PM and had to return the following day for a scan. I appreciate Roslin Medical Practice is not an A and E department. If I were a doctor at this practice and someone came in obviously in great distress I would see that person. This is a poor reflection on this practice.

Self serve removes all interaction with reception leaving you to read millions of notices plastered everywhere. The printer must be on.overdrive. surgery dated and worn. Tired radio plays elevator music.

Based on previous experience, the advice and service provided by the doctors and nurses were very helpful. After making 3 telephone calls within 2 weeks, I finally managed to book a telephone appointment with the doctor. The first available appointment is not until next month, waiting time is 40 days. The challenge is access to the GP. The process for booking GP appointment requires patients to call the practice at 8.30am. I made few attempts including: - calling at 8.29 am and the call was rejected (GP is not open until 8.30am) - calling as soon as the clock turn to 8.30am, I was in the queue no 20. After waiting around 20 minutes, the reception told me there was no appointment for the day. Either I have to repeat the process the next morning or schedule appointment the following month. I noticed in Facebook, other patients expressed similar experience.

Unable to get a non urgent appointment (the system was not to be released for the following month for another two weeks) I was told to phone at 0830 to get an appointment, however the line is constantly engaged. In desperation I drove there at 0830 and eventually, between the one receptionist answering the phone, which rang constantly, managed to secure an appointment for 9.50. I have been with this Practice for 18 years and have always had excellent care from all staff and continue to do so. The difficulties around the appointment system are a direct reflection of the strain imposed on the infrastructure of all the new houses being built in the Midlothian area approved by Midlothian Council without them considering the effect on local health services, schools, transport, sewage etc. and refusing to invest in making said provision.

Receptionists were unhelpful, one in particular was quite rude and arrogant when I called to check what time the doctor is going to call me back. Doctors are okay. Surgery itself is really clean. I never had this problem before because everyone was always very good but I think they should review who is answering calls as person without compassion should not be allowed to speak with patients.

Every member of the team here from the doctors and nurses to the receptionist staff are amazing. Very knowledgeable, helpful, friendly and personable. We never have a problem getting an appointment and the receptionist have been seen to go above and beyond. Truly a great service.