The Penylan Surgery

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.

This used to be one of the best GPs in Cardiff, but over the last few years has gone down hill. It's very difficult to get an appointment. Their websites says you can book via My Healtth Online - if you try you are told the surgery is not registered for that service. If you do manage to get an appointment after months of waiting it's just a telephone call.

Absolutely awful at organisation and planning. Recent experiences:I) Lost our newborn daughters registration papersII) Booked health visitor appointments over the phone to then turn up and no appointment bookedIII) Cant book appointments and get told to ring back another dayIV) 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!!!!!!

Lost info, took 6 months + to sort. Scan results missing due to admin errors, never had apology.Also recently, very rude receptionist. Apparently taking name, dob to look up my details and telling me to take a seat didn't mean she checked me in, then she would only reply with either yes or no to my questions to close me down for her mistake!

Absolute disgrace of a surgery, take time off work to phone 106 times in between 8-9.15 to be told emergencies only have to phone back at 8 am to try get an appointment. The woman I spoke to was extremely rude and had a huff and a puff when I asked the process needed to get an appointment going forward and was told she could book me in an different surgery over 4 miles away depending on my issues. This is great considering is a 2 hour bus journey! Guess when you work and pay taxes you just get abused by the system and incompetent staff who can't be bothered to even try help on the slightest level. Thanks for your help pen y lan surgery as per usual the working individuals who actually contributes to paying your wage gets sweet f.a! Guess will just have to start paying bupa to get health care in this country!

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.

Second time now that the pharmacy have put in a repeat prescription to the surgery and didn't get it back. Last time the surgery basically told me that Boots were lying about when they submitted it and it must have put it in later. This time without checking if it was there, the receptionist told my husband it had been put in too early (put in on 13th needed on 20th same as last time). She then said that my husband had to go back to Boots and ask them to re-submit it. He said if they had already had the request it didn't make sense to have to do it again, but she insisted. He then asked how he could complain and was given an email address and the practice managers name. When he asked for the receptionist name, she told him she didn't have to give it. He said that's not very customer friendly"

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).

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.

Lovely place to work very cooperative staff both the manager and assistant manager are very helpful. Team is always there to help. I enjoy working with the surgery. Lovely helpful staff cooperative manager and the rest of the team.