Merchiston Surgery - Ratings and reviews
Reviews
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Review titled Terrible Surgery, will be moving to a new practice
Rated 1 star out of 5
by Anonymous - Posted on 02 April 2024
I have been with Merchiston surgery for years now after leaving my previous GP Practice. I am 30 weeks pregnant and was told by my midwife to contact my GP... Over 2 hours on hold to get through to someone on reception who couldn't help me either. If being pregnant isn't classed as important, then what is? I will be returning to my previous GP surgery after this, I actually managed to ring my previous surgery, get through to someone within 2 minutes of calling and they were able to help me straight away. Why on earth is this happening? 2 hours wait to speak to someone is appalling and this needs to be investigated by higher up - there something seriously wrong if patients cannot physically speak to someone!! What other option do I have than to sit and wait for the phone to be answered?
Visited April 2024
Merchiston Surgery has not yet replied.
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Review titled I can’t see a doctor
Rated 1 star out of 5
by Jennifer calverley - Posted on 13 February 2024
Tried numerous times to get appointment always all gone by 8 am. Always get told when I do get through after an hour on phone to phone 111. What’s the point of having a doctor. I have been up greatwestern. I have bladder infection. Antibiotics three days are finished abdominal pains continue for a month now. I need a blood test please and be seen Incase it’s a bowel infection. I need to know what’s happening in my body I’m 76 yrs old so I’m very worried.
Visited February 2024
Merchiston Surgery has not yet replied.
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Review titled unbelivable experence
Rated 1 star out of 5
by mrs laraine marshall - Posted on 13 February 2024
after being told by pharmacy i needed to see a doctor monday urgently for a burn was impossible to get one and so upsetting . the hawthorn centre sent prescription over for me after seeing them at last night tried to make an appointment this morning for nurse which i was told i needed to dress wound to be told a two week wait i went to urgent care who have now started treatment . i am so upset i have a husband that just been told has early dementur so the stress we had to go through yesterday was unbelivable . i await your reply before i take this matter furter
Visited February 2024
Merchiston Surgery has not yet replied.
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Review titled Cannot get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
I went to A&E and got bloods done, as I knew there will be difficulties with being seen at Merchiston. Bloods were not right and been told that a GP has to follow it up. Rang Merchiston at 8am which is when they advise to ring, and as soon as the lines opened, the queue was already full and I could not get it. Tried ringing another 50 times and finally got in the queue at 8:50, spoke to a receptionist by 9 only to be told there are no appointments left and to ring 111 if urgent.
Visited February 2024
Merchiston Surgery has not yet replied.
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Review titled Needs improving
Rated 1 star out of 5
by Jenny - Posted on 22 January 2024
Been registered to this surgery for 5 years and had two pregnancies/babies in this time, I’ll start with something positive: - for routine newborn immunisations, an appointment is made for your baby and the appointments are always on time with friendly nurses. For the rest.. It is very rare you can get through to them over the telephone. The ‘call queue is currently full’ from 8am (opening) and early afternoon, when there are no appointments left and you are told to call 111. - a tip from a friend when my eldest had symptoms of tonsillitis was to go into the surgery and use their ticket system. After spending most of the morning failing on the phone, I tried this and sat for about half an hour before getting called through. In the time I spent waiting, I saw an elderly, clearly poorly gentlemen come in ask at the reception desk for an appointment. He said he had walked there because he was also having no luck on the phone. The receptionist quite dismissively told him there were no appointments, to walk back home and ring 111. This man had hearing problems. The receptionist was unbelievably unfriendly and getting borderline passive aggressive at having to repeat herself. As the man was walking out, I told him about the ticket system. He got a ticket and was seen straight after me. The receptionist did not mention it to him. - after failing to get through one day when I was feeling very unwell, I took myself to urgent care at GWH and after some assessments was told I needed a blood test with my gp. After a few days when I felt somewhat better, I rang the gp to arrange and they knew nothing. This could be the fault of the dr at the urgent care centre for all I know. They said they would investigate and get back to me. After a week, nothing. I rang back to be told they can’t do anything. I never had that blood test and was poorly for some time. - my eldest son a second time had symptoms of tonsillitis (he is prone to bacterial tonsillitis). I was told by the reception to go to the pharmacy, to be told by the pharmacist she doesn’t understand why I have been sent there as pharmacists can not prescribe medicine. He was told it looked like a ‘very nasty’ case of tonsillitis, maybe even quinsy, and to ring 111 for an appointment elsewhere. My 6 month old currently has croaky breathing and a temperature. I obviously can’t get an appointment and will probably ring 111 soon, as usual. Now that I do not intend of having anymore babies, this practice is of no use to me. I have to ring 111 for a dr’s appointment somewhere else everytime. I understand it has a big catchment area, but I don’t think this service is okay and something needs to be done.
Visited January 2024
Merchiston Surgery has not yet replied.
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Review titled Trying thier best.
Rated 5 stars out of 5
by Anonymous - Posted on 20 September 2023
Always found them to be helpful and considerate whilst trying to offer the most efficient service they can given resource and capacity issues. The surgery covers a huge catchment area!
Visited September 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient Thank you for your feedback. As a practice we take all feedback seriously, reflect on it and where possible try to learn from it. We have some amazing, supportive patients and Carers, it is always great to hear when we get things right. As you are probably aware NHS staff across the country are working hard in difficult and demanding circumstances receiving positive feedback always makes it that little bit easier! Thank you again, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this response offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Yours sincerely Laura Beach Practice Manager
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
Was called to make urgent appointment with my GP. When I arrived the GP asked what did I want to speak about today? Said that I had been requested to make the urgent appointment by receptionist . Dr started talking about something else completely, obviously had not looked at any notes, then repeated what l had previously already been told , no new info .. I have difficulty walking so not great to be given no reason for being there !!!. GP seemed bored and totally uninterested . Offered no help . Total waste of time when others are desperate for an appointment. Used to be a fantastic surgery a long time ago but sadly now it is just a joke . Would not even rate it with 1 star.
Visited August 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient We are sorry that your appointment was unsatisfactory. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Aroon Masih - Posted on 11 August 2023
Over the past couple of years I have experienced excellent service from this Surgery and my Gp. I have found it easy to book appointments, I receive prompt call backs. I have regular messages and calls reminding me to book my annual reviews. On several occasions I have had to request urgent prescriptions which have been issued promptly. My encounters with receptionists both face to face and via telephone have been good experiences they have been Friendly and helpful.
Visited July 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Mr Masih Thank you for your feedback. As a practice we take all feedback seriously, reflect on it and where possible try to learn from it. We have some amazing, supportive patients and Carers, it is always great to hear when we get things right. As you are probably aware NHS staff across the country are working hard in difficult and demanding circumstances receiving positive feedback always makes it that little bit easier! Thank you again, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this response offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Yours sincerely Laura Beach Practice Manager
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Review titled Awful health care centre. Avoid.
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2023
My experience at this facility was deeply unsatisfactory. The doctor I consulted with displayed a dismissive attitude, hastily providing me with website links related to various conditions, leaving me unsure about my own diagnosis. To make matters worse, after leaving the surgery, I unexpectedly received a prescription for medication that the doctor had not discussed with me beforehand. This left me feeling apprehensive and compelled to conduct online research to understand the purpose of the prescribed medication—a concerning and potentially hazardous approach to medical care. Overall, I am left feeling highly dissatisfied and apprehensive about my health concerns, with virtually no hope of having a meaningful discussion with a doctor regarding my multiple conditions. I strongly advise anyone considering this facility to avoid it at all costs due to the myriad issues and lack of proper medical attention I experienced.
Visited July 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We acknowledge that often during a consultation a great deal of information is gathered and shared. This can be quite overwhelming and difficult to retain particularly if you are feeling unwell. It is the responsibility of the clinician to ensure that the patient understands the potential diagnoses and are clear about the next steps in their care. We are sorry that on this occasion you left the consultation feeling that this was not the case. With high demands for appointments and limited time it is standard practice for clinicians to provide supplementary information in the form of leaflets or links to websites following a consultation. This supports patients with understanding the discussions and allows people to review information at their own pace. Further information is often shared by a text message or an email address depending on the settings you have agreed on your patient notes. It is possible to remove your agreement to receive emails and or text messages from the surgery, if this is something you wish to do, please contact the surgery. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this response offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager
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Review titled Absolutely appalling
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
Patients cant get appointments and spend hours on the phone in a que they are told they are unable to join ! Receptionists tell patients to ring the hospital to get pending blood results to be told by the hospital it's the surgerys job to chase results not the patients. On explaining this to the receptionist at the surgery I were told I would have to ring back to make an appointment with a doctor. If doctors are having to deal with chasing blood results which should be the receptionists job it is of no wonder patients cant get appointments. What was once a good surgery has rapidly gone down hill.
Visited June 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We are sorry that you have had difficulties contacting the surgery to arrange an appointment. We are aware that patients continue to experience difficulties and acknowledge how stressful this can be particularly when patients are already feeling under the weather. Over the last 12 months we have worked hard to ensure both the administrative and clinical team are fully recruited to. We have invested in and altered our telephone systems to decrease the time spent on the telephone by individuals. We have introduced pre-bookable appointments and made them available online to reduce the number calls received. Unfortunately, nationally and locally surgeries continue to experience a high demand on limited services in Primary Care. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager