Old Cottage Hospital Surgery

Written by a patient

My concern is only with the final question; I would have preferred not to answer the others. The practice really must solve their persistent underperformance in managing the making of appointments. Yesterday, as on many occasions in the past, after calling at 0830 it took 25 minutes constantly re-dialling to an engaged number* followed by five minutes waiting for a human after the call "got through". During this time I had to deal with an ill child. Then when I spoke to the receptionist there were no appointments left for GPs (the physician's associate, Laura Milligan, was available; I have found her to be excellent). Long waiting times also apply for blood tests -- a fortnight, for goodness' sake! * At first you get your hopes up: when the line is engaged there is a message telling you that there is a phone-back service. Once you press the button to avail yourself of it, however, a voice says "The call-back service is not available on this number"! You can make appointments on the Web -- but only 2 or 3 weeks in advance...

Recommend

Involvement

Cleanliness

Staff

Appointment

Written by a patient

Your receptionists are rude. I waited 15mins for the phone to be answered and then gave up. Next day was assured a call back. Didn't happen. Complained to reception next day. They are not interested. Just moaned there was no practice manager any more.....is that my problem?????? I'm sick of it!!!! My blood pressure goes through the roof at the thought of just phoning you. It is NOT good enough.

Recommend

Involvement

Cleanliness

Staff

Appointment

Written by a patient

Not at all impressed. When trying to call them to make an appointment most of the time I am told the lines are closed, even when ringing between their set hours. If I do manage to make an appointment and afterwards have a query for the receptionists, they are not at all helpful. Even the simplest of things like smiling and being polite is not their forte, whether it be in person, or on the phone. I appreciate not everyone is constantly in a sociable/happy mood, however if your job requires talking to people some skills in human interaction surely is a priority. Remembering one encounter with a receptionist, it was not until I stated my age that I was treated with some respect, something you would not expect from a supposed 'family Doctors'. Along with this (although I am unsure whether the receptionists or doctors send out this information) I was set to have a scan at the local Hospital, one of which I see to be important in terms of my health, I was told a scan has been requested but no date had been given to me. Until a few days ago when I was told that I had missed my scan through a voicemail and letter in the post. This is something which takes weeks in order to get an appointment. As for the cleanliness of the surgery, it is okay, however areas such as the toilet might need extra attention. Although despite all of the above, the doctors have been very helpful especially with concerning issues. Every time I have seen a Doctor they have been extremely informative as to why I might take certain medication and what the result may be etc; everything you would expect from well educated Doctors. Unfortunately, my family and I will not be returning to Old Cottage Hospital.

Recommend

Involvement

Cleanliness

Staff

Appointment

Written by a patient

* The worst thing is calling the surgery. Every time there is a very long waiting time on the phone. You will never get an appointment to see a doctor over the phone. You need to be in the surgery by 8.15 am if you need one !! The telephone lines are continuously engaged until 8.50ish. After that the answer is 'no appointments left for today' . When asked the receptionists, they were very unhelpful. * Cleanliness is not in a satisfactory level at all - outside, inside and the toilets.

Recommend

Involvement

Cleanliness

Staff

Appointment

Always considerate staff

Recommend

Involvement

Cleanliness

Staff

Appointment