Llanishen Court Surgery 2017-04-27 Person 1 5 0

My family and I have been with the surgery for around 2 years, having moved from another area. Overall, there aren't many positive things to say. Getting an appointment is extremely difficult, with the shortest wait time being around 3 weeks. Getting through to the surgery is almost impossible. There is no online booking and sometimes I have been ringing off and on for most of the day before someone answers. I have opted to walk there to make an appointment before as it's quicker and costs me less than getting through to the prerecord es message 18 times a day.. Reception staff are often rude and abrupt and some don't seem to know what they're doing. Another issue I've had is waiting to be seen for my appointment. In November I waited for 1hr and 40 minutes, despite having an arranged appointment. During this time neither the receptionists or anyone else told me they were running over or apologised. Two of the GPs that I've seen there have been less than helpful and I haven't been convinced that they offered me the best care- so much so that I have recently booked an appointment to have a second opinion at a private practice. The information regarding their complaints procedure is very vague on their website. It says that you need to write to the practice manager. There is no name or email address listed for this. Overall, the service this practice provides reflects poorly on the area. The practice needs to have a serious look at their procedures, including setting up an online booking system so that you can actually make appointments! They ask that people cancel unwanted appointments to reduce waiting time but I suspect that most people are unable to get through to cancel them! It's ridiculous. Note that there is also a sign indicating a zero tolerance on rudeness to reception staff but that this doesn't need to be reciprocated.