Crosslands Surgery - Ratings and reviews
Reviews
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Review titled Unbelievable
Rated 1 star out of 5
by Daniela - Posted on 30 January 2023
I have been a patient at this practice for over 20 years and have constantly been battling with the reception staff. The lack of care and compassion towards patients is second to none. Every request, whether it be an appointment or a sample, seems to be the biggest inconvenience ever known to man. The only reason I have continued to take my family to this practice is because of the doctors but this surgery should really be reconsidering their front of house staff’s capabilities, customer service and care. Patients already feel vulnerable and anxious, there is no need to be belittled and dismissed when trying to seek help.
Visited January 2023
Crosslands Surgery has not yet replied.
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Review titled Failing surgery
Rated 1 star out of 5
by Anonymous - Posted on 18 May 2022
Twenty years ago the crosslands surgery was an amazing practice however it has now become a failing service. Since the pandemic the Crosslands surgery has switched to online or telephone consultations as a first point of contact. The problem I have experienced on many occasions is despite registering through Econsult or getting through on the telephone to make an appointment, a doctor has rarely called me back on the same day. This year I have suffered with tonsillitis, issues with peri menopause and now a foot infection. On each occasion I followed the correct protocol and waited for a gp to call me back. I have been told a Gp will call back in one or two days. Each time I have needed to be seen and to be given some medication. If this had actually taken place my condition in each instance would not worsen. However because I’ve just been left to figure it out myself with no GP call back , I have ended up having to take days off work due to not feeling well and having to chase up the Gp callback myself. I strongly urge this practice to get back to its original good practice standards. This means doing face to face appointments and having a duty of care for each person who calls in. Some training needs to be given to the reception staff who’s first words are always’ there are no more appointments’ . I honestly don’t know who is getting these appointments as they are always already gone when you call at 8am and 4pm. Perhaps reflecting on how you can make patients have a better experience might be needed. A refresher on patient care and needs , needs to be the focus. Please look into these issues and take them seriously as I for one think you could improve your service.
Visited May 2022
Review titled Crosslands Surgery
Replied on 27 May 2022
Dear Patient Thank you for your feedback. We have been working under immense pressure during the Covid pandemic and continue to do so given the surge in demand as well as the staff and GP shortages which is well recognised as a national problem. We have been working on a GP telephone triage service followed by a face to face consultation where needed. This has been in place to keep our patients and staff safe given the limited space in our practice. A pre bookable appointment system is now being reintroduced from the 6th June taking into account patient feedback and an increasing demand for advance booking and we hope this will help with some of your concerns raised. Our practice ethos and focus has always been, and continues to be, to provide a patient-centred approach and we therefore work with our practice staff to develop their skills further to allow them to work safely and effectively to provide this to our patients. Please email your concerns directly to the practice at crosslandssurgery@nhs.net FAO of the practice manager so we can address each matter with you as mentioned. Many thanks Ms Bobby Bahra, Practice Manager