Comment Book


We constantly strive to give you the best possible care and attention, which is why we are always pleased to hear your comments about the Practice – good or bad!

You can use the comment box at the bottom of the page to let us know your comments and suggestions on the practice, or there is also a comments book available in the entrance foyer to the Practice if you prefer. Feedback will be provided in each case, either in the space available in the comment book, or by direct reply to your comment below.

The form should not be used to request any medical advice, or to ask clinical questions.

If you have a specific complaint, please send it to us in writing to Mrs Brenda Mair, Practice Manager, at the Practice address (more info available here).

If you have any specific feedback about the website, please direct it here.

  40 Responses to “Comment Book”

  1. Hi
    Your phone service does not appear to be working today. Unable to get through. It either rings off the hook or an automated voice comes on saying “1” and then hangs up. I realise that you have had work done recently on the IT systems, so maybe this is why. Could you please update us? Many thanks

    • I am sorry you experienced problems with the telephone system this morning. I can advise that this is not related to the IT server migration last week, but to the new telephone system we had installed last month. We are still making adjustments to the new telephone system and I have highlighted your experience to our telephone system provider so that we can address the issue.

      We experienced a high volume of calls this morning following dealing with emergency and urgent calls only last week and this may be part of the reason for the negative response you encountered. I recognise however that you should at least have received an engaged tone if nothing else. Please be assured that we are addressing the matter.

      Thank you for your patience in the meantime.

  2. The booking system was changed some time ago and I think has been significantly worse since. It used to be that if you wanted an appointment you could book and it was fairly easy to get an appt with your own doctor. If you had something that couldn’t wait you could use the open clinic that day. That seemed fair, worked well in getting immediate appointments or appointments relatively quickly. I used to feel sorry for most other people who would say they had to weeks for an appointment with their doctor.

    Today was a typical example I have experienced since. I phoned a few weeks ago and the first appointment offered was June 21. My issue is not urgent but I am keen to sort out sooner if possible around work days that allow me to do that. I had the no. On my mobile and called as soon as it turned 8:00. I was held in a queue and by the time I got through ( only minutes) there were no appts left. Person on the phone who was helpful said there had only been one appt for that doctor and it had gone. There were also another 8 people in phone queue.

    Been in this practice for 20 years. Always thought it was state of the art. Now feel frustrated like other people you talk to about practices where it s so hard to get an appt with your doctor. Seems unnecessary as it worked so well before. I am being clear this isn’t urgent and I don’t need an appointment on the day. But I can’t phone every morning at 8:00 when I am already on my way to work with commitments there on the off chance I might get an appointment with my own doctor.

    If the system of having a doctor for consistency for ongoing issues , or where you might want a female or male doctor for particular issues is no longer viable better just to be upfront and make it all generic because that is how it now feels.

    Many thanks

    • Dear Ms Bolt,

      Thank you for taking the time to post your comments on the appointments system. We welcome and indeed value the views and opinions of the patients which we try as far as possible to take account of when reviewing any of our systems or processes.

      I am disappointed that we’ve been unable to meet your expectations in terms of securing an appointment with your preferred GP of late. I totally agree that continuity of care is important and that patients should where possible be able to obtain an appointment in advance for their GP of choice.

      In an ideal world this would be the case; however, as I’m sure you will appreciate, it can often depend on who your preferred GP actually is, as all of our GP’s have differing levels of availability depending on the amount of sessions they work and whether or not they have additional professional commitments such as training our GP Registrars or other Practice related business. We also have a limited window of availability each day i.e. 8am-6pm (later on a Thursday) and a limited number of appointments available each day which are split between appointments bookable in advance or available ‘on the day’.

      I share your frustration as someone who works Monday to Friday that both calling at 8am and being available to attend an appointment at some point in the day can be very difficult to achieve unless you have a very understanding and flexible employer. I also (personally) believe that there is a disproportionate balance between the number of on-the-day appointments and those bookable in advance; therefore the key question is, what are we doing about it?

      Your timing is in some ways good as we are in the process of reviewing the entire appointments system. The review is being led by Dr Penny and will take account of the views of patients, GP’s and staff (we have surveyed a good number of patients attending both routine appointments and the ‘open surgery). We are currently in the process of trialling a few amendments to the system such as making appointments available an extra week in advance and amending the way the Emergency Doctor’s day is worked in terms of their availability for certain appointments.

      These trials will continue; however, we will still have to operate within the constraints referred to above in terms of the length of the working day and individual GP availability; however, I can assure you that the views of the patients will be taken into account to develop the appointments system going forward. We will of course communicate any permanent changes to the system via the newsletter and the website when agreement is reached.

      I will of course be happy to discuss the matter further with you if required.

      Yours sincerely,

      Kevin Kerr
      Assistant Business Manager

  3. Came in today for a travel clinic with nurse Siobhan – just wanted to say that she was great, really went above and beyond what I expected. Passionate staff like her are what make the NHS great.



  4. Please thank Dr Cash for the prompt treatment yesterday. It’s made a difference already and I’m feeling better

  5. I’ve been with the practice for a significant time now and would like to leave a comment.

    After some initial ‘teething trouble’ when I felt the – mostly male – doctors were unnecessarily – and maybe unintentionally – callous, formal or arrogant with me I ended up with the best GP I’ve ever had, Dr Calvert. She’s been consistently patient, empathetic, attentive and very competent, I trust her judgement implicitly. I’ve also had very positive interactions with Drs Carswell and Penny, they were extremely helpful. For patients who, like me, suffer from anxiety, I’d like to recommend Karen Kirk, Community Psychiatric Nurse, another gem at BMP.

    After over four years with the practice I’d like to leave this comment as recommendation; this is one of the best practices around with top notch staff.

  6. It would be helpful if you could add the personal details and further qualifications of the last two doctors on your list for the website. Dr Wands has been working here for well over a year: surely he can get round to this minor chore?

    • Thank you so much for your comment and apologies for the delay in responding.

      The fault for the lack of detail in some of the GP profiles lies entirely with me, not with the doctors themselves. I do the vast majority of the work on the website, and this year it has been particularly tough finding the time for certain updates. This work is on my to do list and I hope to be able to devote some time to it in the near future. I will make it a high priority to work on the GP profiles.

      Thank you again for your comment.

  7. When making an appointment at the desk to have a coil fitted it would be nice if the gentleman at the desk ( the assistant business manager i believe) didnt announce what he was trying to book me an appointment for in such a loud voice that the waiting room could hear.
    a tiny bit of descretion would be nice. thank you.

    • Thank you for your comment with regard to making an appointment for a coil fitting.

      I am sorry confirmation of the appointment came across in a tone that was heard outwith reception. I will ensure your comment is brought to my colleague’s attention on his return from leave so that he is aware how he was perceived on this occasion. He will, I am sure, be far more cautious and discrete in future.

  8. Hello, I just wanted to say a huge thank you to Dr Boyd for getting us through the system so quickly (but calmly) on Friday 15th. My little boy (Calum H-C) was absolutely fine (nothing to worry about thankfully) and Sick Kids were amazing as ever. However, I really appreciated her prompt action. Kind regards, Calum’s mum

  9. Hi,

    the advice at the foot of the page on alcohol might be interpreted as a target rather than a maximum limit.

    “The recommended limits are 3 units a day for men, and 2 units a day for women……….” Should it say, “The maximum recommended limits are 3 units a day for men, and 2 units a day for women, and you should drink less than the maximum level?”

    Alcohol free days advice is good, but again maybe say at least two alcohol free days?


    • Good morning,
      Thank you so much for your comment. You are of course absolutely correct – there are a few areas of the website with outdated information that does need reviewed and updated.

      As the lead within the Practice for maintaining the website I hate that, due to staff shortages and an increasing workload, I haven’t been able to devote the time I would like to correcting information like this and updating the website with new information more regularly.

      I have it in my medium to longer term plan to find the time to do an overhaul of the information of the website, as well as the waiting room display screen, to ensure we are giving our patients the most up-to-date advice we can. In the shorter term I understand that it is frustrating to come across outdated advice.

      I do appreciate the nudge, however, as it at least lets me know that there are people reading, and it reminds me to keep the task as a priority within my workload.

      Kind regards,

      Karen McDonald
      IT Supervisor

  10. Hi, would just like to make an observation about the toilets at the practice which I had reason to visit recently. Having worked for many years in health and safety with vulnerable adults and children one of the risks that needed to be managed was scalding. The hand basin in the toilet I visited had a small sticker warning of hot water, I presume other toilets have similar, a safety sign is the least effective way of controlling risk.

    Ideally the risk needs to be eliminated, particularly when you consider the group being exposed. The temperature of hot water needs to be controlled within the system at a sufficiently high temperature to eliminate risks like Legionella therefore the best way of controlling the temperature at the basin is by fitting a thermostatic mixer valve, a small device that can be fitted discreetly under the basin. The recommended temperature is around 43 degrees.

    Whilst there will be some expense in having TMVs fitted you may conclude that it’s prudent.

    I hope the above is helpful.


    • Dear Mr Rodriguez,

      Thank you for taking the time to suggest improvements to our hot water system with a view to preventing injury or accidents.

      Having considered your comments, I have this morning written to management within NHS Lothian Estates (who are contracted to the Practice in terms of providing building / facilities maintenance and technical support) seeking their view and the NHS Lothian policy position in respect of such matters.

      Whilst I’m pleased to say that we have no reports of injuries or accidents in relation to the hot water provision, I do agree that steps should be taken where possible to eliminate risks rather than apply control measures.

      I await feedback from NHS Lothian Estates with interest; however, in the meantime I would like to thank you once again for your considered and pragmatic advice.

      Yours sincerely,

      Kevin Kerr
      Assistant Business Manager

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