What are patient satisfaction and complaint records for Crookston Medical Centre over the last five years?
Executive summary
Crookston Medical Centre in Glasgow shows a strong patient-satisfaction signal in available public reporting—most notably an 85.7% “positive patient experience” score in the Scottish Health and Care Experience Survey for 2021/22 that placed the practice 19th in Glasgow [1]. However, the reporting examined does not include a searchable, public log of formal complaints for the practice; clinical performance data repositories exist (QOF) and the practice’s own site provides operational context, but direct complaint records over the last five years were not found in the supplied sources (p1_s1; [3]–[6]; p1_s6).
1. Patient-satisfaction headline: strong survey performance but limited scope
The most specific satisfaction metric located is the Scottish Health and Care Experience Survey result cited in local reporting, which records Crookston Medical Practice as having 85.7% positive patient experiences in the 2021/22 survey and ranking 19th among Glasgow GP surgeries [1]; that survey sampled patients about their experiences over the prior 12 months and had a national response rate of about 24%, a sampling limitation worth noting [1].
2. What the official data sources show — available, but not the complaints ledger
A national Quality and Outcomes Framework (QOF) database contains published metrics for GP practices, and Crookston Medical Practice is listed there, indicating that multiple years of clinical and activity data are published centrally [2]; the QOF database is a resource for performance indicators but does not substitute for a formal patient-complaint register. The practice’s own website provides practice information, staff lists, appointment and contact pages and notes the operational stress from the pandemic, but it does not publish a public archive of complaints or satisfaction trends spanning the last five years in the materials surfaced [3] [4] [5] [6] [7].
3. The complaints gap: not found in the supplied reporting
No source provided a breakdown of formal complaints (numbers, categories, outcomes or yearly trends) for Crookston Medical Centre across the last five years; neither the practice website pages returned nor the QOF landing snippet in the supplied set included a complaints dataset or an annual complaints statement [2] [3] [4] [5] [6]. NHS Scotland’s service-directory entry for the practice appears in search returns but the snippet is administrative and does not include complaint statistics [8]. Therefore, an authoritative answer about complaint counts, themes, or how they were resolved is not possible from the provided material.
4. Context that matters when interpreting satisfaction scores
The 85.7% positive-experience figure is meaningful but must be read in context: the Health and Care Experience Survey collects patient-reported experience data and the national response rate for that round was around 24%, so rankings based on it reflect responses from a subset of registered patients [1]. The practice’s own account of pandemic-related staff absences and stress signals plausible operational pressures that could affect patient experience in certain periods, a factor the practice itself acknowledges on its practice-info page [7].
5. Potential alternative sources and next steps for a full complaints picture
To build a complete five-year record of patient complaints and satisfaction trends beyond the snippets here would require consulting the formal NHS complaints system records, local health board (integration authority) annual reports, or direct requests to the practice under NHS local procedures or freedom-of-information channels; the sources supplied (practice site, QOF index, and the local news summary) point to where performance and contact information live but do not contain a public complaints ledger [2] [3] [7] [8]. Note also that some search results conflate similarly named institutions in different countries (e.g., Crookston, Minnesota hospitals appear in the results), so care must be taken to restrict inquiries to Crookston Medical Practice in Glasgow [9] [10].
6. Bottom line
Available public reporting shows Crookston Medical Practice rated highly on at least one major patient-experience survey (85.7% positive in 2021/22, ranking 19th in Glasgow) and the practice publishes operational information online, but the specific five‑year record of formal patient complaints—annual counts, categories, and outcomes—is not present in the provided sources and cannot be supplied without access to NHS complaints records or direct disclosures from the practice or local health board [1] [2] [3] [7] [8].