Craiglockhart Surgery

Craiglockhart Surgery 2024-02-08 Person 1 5 0

I have been with this surgery since birth, back in the day when it was in Craiglockhart. The service post-covid has been nothing short of AWFUL. I feel so let down. We've had so many horrible incidents, trying to get appointments. Can someone please tell me whose idea it was to have sick people calling at 8am on the dot. The same time as juggling getting ready for work/school/breakfast/toddlers/commutes etc. They don't even have the decency to put you into a holding system where you are queued on a first come first serve basis. You are endlessly hit with the engaged tone and end up having to physically redial hundreds of times before speaking to someone. Your triage appointment is then made for the same day, and not by appointment so you could get a call to discuss your health concerns, on the bus, at your desk, in class and feel pressured to take it. However, we do. Because the effort of getting to actually speak to a doctor another time, is almost too much to bear. When the doctor calls you back, they assess your need for a face-to-face appointment. It's at this point, I've never NOT been gaslit at this surgery with doctors huffing that I can't pinpoint whats wrong with myself (umm hello, I'm not the doctor!). Or more recently to my daughter who called for herself for the first time ever with excruciating throat pain, was told that "not all sore throats are tonsillitis", when she explained that it was as sore as her past ongoing issues with ENT, she was then asked "well, would you class it as an emergency?". I then called back on her behalf and was patronised horribly by the a member of the admin team, who said she had made an appointment for the next day. We arrived and were seen my a really nice locum doctor, who confirmed that she had in fact got a perforated ear drum!! It's no wonder she was in so much pain. Honestly feel so let down by this surgery. The process of getting seen is one of the worst I've heard of and attitude of the staff is just so uncaring. There have been many more instances of much of the same prior to this, so much so that I tend to battle through some health concerns I have about myself because I can't cope with the anxiety of trying to get seen. It's hard enough for me, I can't imagine how it would be for the elderly or for people who need some extra support trying to get appointments. For the sake of your health, please avoid. I've heard great things about some other local practices.

You need to change your attitude and your processes pronto. Shameful!

Craiglockhart Surgery 2022-09-27 Person 0 5 0

Phoned to get an appointment sometime during the week was told to set my alarm clock and phone back at 8am the next day. Had to phone 200 times to get through. Doctor told me he would only treat one symptom as it wasn't fair to other patients!!! Am I prepared to phone 200 times again when I need a doctor and how can I afford the phone bill? What other patients should I consider in order to 'justify' my appointment? This surgery is a call centre but even call staff should not patronise and be told to consider others instead of your own health!!! I will be making my feelings known to the management and am considering further steps as this undue stress is making my symptoms worse.

Dont try and instruct patients on how to make an early phone call by setting their alarm clocks. Get back to being a health centre instead of a call centre. Employ more efficient receptionists.

Craiglockhart Surgery 2020-09-10 Person 2 5 0

After major surgery and radiotherapy, followed by letters from oncology to surgery, I have had not one approach from surgery to check that I am coping. This is remarkedly uncaring and I have expected better. . Even one phone call would have been appreciated by me and my family.

Show an interest in patients undergoing treatment. You do have a duty of care.

Craiglockhart Surgery 2019-06-26 Person 0 5 0

Horrible service and unhelpful. After two moths that I have moved from this place and have done the inscription in this GP, today 26/6/2019, I have called to an appointment, after few hours (10 am), some doctor call me to offer me an appointment to (10.20 am), because she didn’t have any hours available, I explained her that was impossible to me because I was far away from there. I asked her if there was any day for next week at any time on Wednesday or Thursday and she offered me Tuesday early in the morning. Seeing that she don’t want to help me, I hung up the phone. I recommend to everybody don’t waste time, call it and wait to someone call you back.

Craiglockhart Surgery 2019-04-26 Person 4 5 0

As a family, we have needed a GP four times in the last year or so. Every time, the matter has been dealt with properly and professionally the same day, and I have always had a telephone call in the time window asked for (when needed due to my other commitments). On 3 occasions, we were given a same day face-to-face appointment with the GP at a convenient time and the other time the issue was well managed over the phone. So, no waiting for ages in a packed waiting room like before the system changed. Reception staff have always been polite and helpful on the phone, but less so face-to-face. The staff were lovely with my daughter when she needed to have blood taken. We have used the online prescription request form once, and that worked perfectly. Keep up the good work!