Cairngall Medical Practice

Written by a carer

Why send out a text offering flu vaccinations the next day but keep me waiting on the 'phone for half an hour with the constant message that I was 'first in the queue' when I patently was't. I eventually hung up. It's almost impossible most of the time to get through. While I'm here, when are you getting the automatic front door promised years ago. Impossible for wheelchair users!! Two years ago a Nurse Practitioner promised the automatic door was being fitted soon. What happened?

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Appointment

Written by a carer

I must say first of all the doctors and medical staff here are superb. What mostly lets the practice down is the administration & reception staff. They can't seem to get the simplest thing right. Appointments are always difficult to get. Average time for them to answer the phone 25 minutes plus... Prescriptions are often produced with errors, lost, sent to random chemists, wrongly made out, incorrectly dated, sent out unsigned... They have two separate online systems. Whichever one you use they will blame errors on you not using the other one. In short, the reception staff will raise your blood pressure, the doctor will give you a prescription for it, but if you need a repeat prescription for said blood pressure medication the reception staff will raise it back up again! Good luck.

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Written by a patient

The receptionists don't cope very well with stress and can come across as abrupt, although I know it's just because they are extremely busy. I had to make an appointment 10 days ago for something not urgent, but I know that one can be seen on the day if urgent. On the balance and all told I love my surgery and I think they offer great care and support.

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Written by a patient

The doctors are great and have good manners and genuinely listen to you. The nursing staff is also good and I have only had not a very good experience with one of the nurses, but in general I feel that the clinical care is excellent. However it can be really hard and frustrating to get an appointment even when going through the online platform. The receptionists are generally nice, but they could do with some customer services training as they can be abrupt and don't seem to cope very well when busy. Overall I have been with this surgery for 15 years and I still love them and would recommend them, but I believe that they need more clinicians in order to cope with the higher demand and the increased number of patients on their list. They could also do with having a Customer Services or Surgery Manager as complaints or feedback often falls on deaf ears.

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Appointment

Written by a patient

I have had to use various surgeries as have lived in various areas and can say without fail this is the worst. Have to wait about a week for an appointment no matter how bad the problem is. The receptionist are complete 'job-worths', unhelpful, patronising and boardering on complete rudeness. They assume all their patients are unemployed and seem to take it as a personal slight when you can't visit the surgery at the drop of a hat. Surgery does not open later, earlier or weekends like I know others do. When do you get to see a doctor, you're made to feel you have to rush - in & out within 5 minutes and mostly told to see a nurse for which you have to wait another week for an appointment. Although saying that they are the only good thing with this practice who seem to care, listen & other good advice. My advice, go join a different practice like I will be doing.

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Dignity/Respect