The Penylan Surgery

Frustrated doesn't begin to cover it, just for a simple prescription for my asthmatic wife. We are new patients, everything has been handled really well and professionally.

To cut a long story short, I was advised to get my wife to write a letter asking for a repeat prescription and the inhalers required - one being a preventer and extremely urgent as the surgery have been advised.

I dropped the letter in, with the lady at the door briefly looking at it and saying OK no problem. I called today and they couldn't locate the patient for the letter - nothing was portrayed to us as to what was needed on the letter other than the inhalers required.

The receptionist then said my wife would need to speak to someone regarding the prescription as we are new patients - yet we were told last week to write a letter!

The frustration is a week further on from signing up, and now being told my wife needs to speak to someone not write a letter. My wife works where a phone call from the doctor is kind of difficult to arrange. Let's hope they are willing to speak to me to get this resolved as its frustrating to be a week on and still no prescription.

Do people talk to each other in this practice? Otherwise, we have had a good smooth experience here - let's hope its a one off miscommunication.

This used to be a great GP. Now trying to book an appointment is a nightmare. I've been trying for weeks and their phone lines go from off to engaged and that's how it stays for the rest of the day. I keep getting asked to make an appointment to review my meds which I now treat as a joke. I have like others experienced that old receptionists attitude. As a senior hospital admin myself I know the pressure but this old lady is lazy obstructive and downright dangerous. DO NOT REGISTER WITH THIS PRACTICE, if you have anything even half serious because these clowns will make it much worse.

I can see why there's so many bad reviews about this place.

Unfortunately I can't go to the doctors at 8am like they demand because I work for a living and have to be in town by 9am.
So I went in Friday for an urgent prescription for my anxiety medication to be told that I needed to come at 8am. I explained my situation and told them I couldn't do that. They took my information and told me the doctor would call me.
I never did get a phone call and had to wait all weekend freaking out as I do not being able to sleep properly.
I went in today which is a Monday to find out my prescription was printed and I was just never informed. Communication is critical here as well as consideration, an understanding of ones health, and lack of work ethic. If these people don't wanna be here they need to rehire.

Getting through on the phone is awful when finally you get a response the receptionist aren't the most polite and always told to phone back by 8am the following morning while you've been trying since 7.52am. Doctors are ok I guess, health vistor is awful and not very polite, mid wife is ok I guess, nurse is fine. Since covid the surgery has gone worse than terrible.

Absolutely awful at organisation and planning. Recent experiences:
I) Lost our newborn daughters registration papers
II) Booked health visitor appointments over the phone to then turn up and no appointment booked
III) Cant book appointments and get told to ring back another day
IV) Rang at 8:45am for an emergency after being told by 111 to contact GP. Told will receive a phone call in the next few hours to then not receive one until 4pm to only be told go to A&E.

Sort it out, what do we pay our taxes for!!!!!!

I have found my doctor at this surgery (Dr Davies) is amazing - very thorough and takes you seriously. HOWEVER getting access to a doctor with this surgery is stupidly difficult. If you can get through on the phone lines (and that’s a big if) you’re met with receptionists that are either rude, unhelpful, or incompetent. You might get a callback from a doctor if you’re lucky but you have to fight tooth and nail for it and you’re made to feel like it’s an inconvenience unless your issues is an “emergency”. The communication is terrible and even basic things like sorting a repeat prescription ends up being an unnecessary ballache. I understand that the NHS is underfunded and overworked but why can’t the gatekeepers (i.e. the receptionists) provide the same level of service and competence as the doctors/nurses?! At the very least, they could pretend to be polite and compassionate people (side note - there is one young female receptionist who is lovely but avoid the others at all cost if possible).

the level of organisation, I would say it is very behind if we compare it with the EU one. it looks like the patient here have to do half of their work. I would prefer stay at home suffering my illness rather that than struggling with this National Health System: you should call at 8 am if you want to book for an urgent visit, the line is always busy, you don't have to work or to do nothing if you are not well or if you are calling on behalf of one of your family members who is vulnerable, no understanding shown if you are not able to obey to their strange rules the magic work which is said often is ' I'm afraid, we cannot' . If you have done a blood test, you also have to call back after 4/5 days if you want to ask if everything is ok, otherwise no one will care about the result of your test, the inconvenient are unlimited.. leave alone my son of 14 years old since he was 11, he has never been called at least for a general health check,
Finally the system of GP is very horrible in the UK, I think this should be reviewed radically.

Hi, my partner had a problem with his ear today , called in the surgery and a wonderful young chap with dark hair came out, smiled and with a ‘can do’ attitude said no problem he would help, following this my partner saw Dr Dix? Who was young , helpful and amazing and solved the problem!
This experience of great service is so unusual these days we just want to say a big thank you’