"Poor practice Cumbernauld GP"

I'm deeply Concerned by Poor Practice and Lack of Compassion

I am writing to share my serious concerns regarding the treatment of patients at my GP practice in Cumbernauld.

I feel it has become increasingly clear that the practice is failing to provide adequate care, particularly for women, children, and the elderly. These groups seem to only be being offered telephone triage in the first instance, regardless of how unwell they may be. I find this blanket policy is deeply concerning and does not reflect person-centred care or clinical best practice. It appears to breach the practice’s own code of conduct and the principles outlined by the General Medical Council (GMC), especially around treating patients with dignity, respect, and compassion.

My experience of the telephone triage means I feel they are failing to review things on a face-to-face basis. Therefore, no clinical assessment or diagnostic intervention can take place effectively. I am recovering from major surgery and had to ask on 2 occasions for one of their staff nurses to visibly inspect my wound which they stated was fine despite the wound leaking and bleeding, to the be prescribed antibiotics following a telephone triage. No visual inspection or wound swab taken. I witnessed a receptionist rudely demand an elderly patient return at a later period to collect a prescription on the Thursday before their Easter weekend closure, the elderly patient stated their mobility was poor and they were using public transport and wouldn't be able to return to be told it's with a GP, she can't help and then proceeded to huff and puff and cast the patient off to wait at the side. My infant has also had a number of health issues since their arrival and I've had to beg for an actual face to face appointment.

The reception staff continue to be consistently rude and hostile in my experience when patients call to ask for help or request appointments. I have been left feeling dismissed, judged, and even belittled. There is no kindness or empathy shown, even when people are clearly distressed or unwell.

While the practice enforces a zero tolerance policy for aggression and abuse toward staff—a principle I fully support—this unfortunately seems to me, to have resulted in staff themselves feeling they are above accountability. In my opinion it has fostered an environment where they behave unprofessionally, without warmth or basic decency, toward those simply seeking care. I believe the power imbalance this creates is both inappropriate and damaging.

Patients deserve to be treated with respect and compassion, not suspicion or disdain. I urge the practice to urgently review its triage procedures, staff training, and overall approach to patient care. At present, it is falling well short of what any person should expect from their GP surgery.