49 Marine Avenue Surgery

Receptionists were patient and genuinely helpful

The reception team are wonderfully supportive and have shown great patience throughout my visits, and I'm very grateful for their assistance. The clinical staff have been excellent and always willing to help with any concerns, and I have nothing but positive things to say about everyone at the practice. Thank you.

Phone queue long but receptionist was genuinely helpful

It took some time to reach someone by telephone, but I was able to speak with a receptive member of the reception team who assisted me in making contact with a relevant family member to ensure suitable support could be arranged. I have consistently found this practice to be accommodating and considerate.

Parking chaos blocking the roads outside

There are significant concerns regarding vehicles parking illegally on the marked lines outside the practice, in an area near a junction with a lower speed limit road. This parking regularly obstructs traffic flow and creates unsafe driving conditions with vehicles attempting to pass in hazardous locations. The matter has been reported to the relevant local authorities.

Quick to respond across all departments

Our family has had a wonderful experience at this surgery in every respect. The team demonstrates impressive responsiveness and genuine attentiveness, maintaining these standards despite their considerable workload. The care we have received has been consistently high quality throughout, whether interacting with front desk staff, clinical nurses, or medical practitioners. When we encountered technical difficulties with our health records, the IT support team was equally swift and supportive in resolving the issue. I would encourage others to make use of their online appointment system, which proves to be very user-friendly and benefits from prompt staff engagement.

Appointments readily available and staff genuinely helpful

I relocated to the area approximately five years ago and registered as a patient at this practice. I must say that this has been an exceptionally attentive and supportive medical practice in my experience. The clinicians demonstrate thoroughness in their approach and consistently prioritise patient wellbeing, whilst the team members are consistently courteous and supportive. Appointment availability has also been notably good, which I have found to be uncommon based on my previous experiences with other practices.

Staff wouldn't prioritise appointment for baby

The staff were unhelpful and discourteous, and seemed unwilling to prioritise an appointment for a young child.

Quick appointments and friendly reception staff

The team here are genuinely supportive and the appointment booking process is efficient and straightforward. I'm pleased I made the switch to this practice, as the reception staff are particularly pleasant, approachable and always willing to assist.

Reception staff could be more welcoming

The reception team's manner left me feeling unwelcome and as though I was being scolded. I would suggest considering an alternative practice in the area, where I found the staff to be considerably more courteous and approachable.

Phone lines impossible to reach, staff unhelpful throughout

Hoping this review might prompt some resolution or a response from the practice management. This practice has been deeply disappointing. I attended an appointment a couple of weeks ago and was told there were no concerns, with instructions to contact them again if symptoms returned. My partner and I made numerous attempts to reach the practice today, accumulating approximately 4 hours of phone calls. When we finally connected, I explained the issue related to my previous visit. No appointment was offered—neither in person nor by telephone. I was simply told someone would call back as it was an ongoing matter. Four hours passed without contact, so I called again, only to be met with what felt like dismissive and unhelpful responses from staff. I have never felt so uncomfortable contacting a medical practice. The staff members I spoke with came across as unwilling to assist. Obtaining any information proved extremely difficult, and when I asked questions, I received responses suggesting they couldn't help because they weren't clinicians. I was then told I needed to complete a particular form, but when I asked what it was, I received no explanation—just a suggestion to check the website. My initial call at 8am didn't connect until 9:10am, despite both my partner and I trying. When I questioned why I hadn't been offered an appointment or callback option that morning, there was no clear answer. My partner called back at 3pm after hearing nothing for over an hour since my 1:30pm call, and was again told someone would ring back. At 4:15pm, without prior confirmation, I received a message confirming an appointment for 10am the following day. I had already explained that daytime appointments weren't feasible due to my work situation. The only alternative offered was four weeks away. From beginning to end, this experience felt chaotic. Contacting them requires significant time commitment, and when you do reach someone, the interaction feels burdensome rather than supportive. As an eight-year patient, I feel I would be better served managing my health independently than pursuing help here. When appointments do occur, they feel unproductive. I explain my concerns, receive minimal examination, and am sent away with advice to return if things don't improve. When I do return with the same ongoing issue, an in-person visit is still required, despite nothing having changed since the last appointment two weeks prior. This cycle has continued for five to six weeks. I find this approach inconvenient and frustrating. I understand certain treatments cannot be prescribed remotely, but when a patient has already been seen, has explained their circumstances regarding work commitments, and is presenting with the same persistent issue, it seems unreasonable not to consider a telephone consultation to reassess the situation. The inability to do so feels counterproductive. I am seriously considering leaving this practice and would caution others against joining. From 8am through to the final call at 4:15pm—involving 4 hours of phone attempts and waiting—I remain in the exact same position as when I started. I have also noticed the practice responds promptly to positive feedback but appears indifferent to addressing negative experiences or offering apologies. I am extremely frustrated with how today was handled—passed between different points of contact with no meaningful support or resolution. Nothing has been resolved despite all this effort, and I have been told to call back tomorrow, likely facing the same difficulties. This situation feels absurd.

Phone lines repeatedly hung up on me

I would consider this among the poorest experiences I have had at a medical practice in the region. I received an incoming call this morning which disconnected when I answered. Upon calling back, I waited for an extended period before the line was cut off again. A subsequent call from the practice informed me that a prescription had been arranged following some test results and would be available shortly. I have since visited the pharmacy on two occasions, made multiple attempts to contact the surgery by phone and in person, but have been unable to reach anyone or make progress. I am hoping the practice will eventually resolve this matter and get back in touch with me.

Surgery's standards have declined significantly

This practice was once an excellent surgery several years ago. Currently, the standard of care falls significantly short of expectations. Issues have included blood test results from an earlier year being referenced instead of recent ones, absent ECG records, a lack of clinical guidance following appointments, and a complaint that went unaddressed. Among the reception team, one member was particularly courteous and supportive, whilst another indicated she had been directed to terminate calls relating to complaints. Most concerning was the discovery that clinical notes appeared to contain inaccurate information contradicting what occurred during the appointment, though evidence suggests otherwise. Over approximately the last three years, this practice has experienced a marked decline from its former reputation as a caring, attentive surgery. The reception staff do not appear to be responsible for these issues, with responsibility seemingly lying at a higher level, particularly given the instructions staff have reportedly received regarding complaint calls. It is disappointing that a practice once known for listening to patients and providing support has become difficult to navigate when health concerns arise. A formal complaint has been submitted regarding ongoing healthcare matters, including unresolved health issues, lack of explanation regarding missing test information and records, and absent clinical documentation. It is regrettable that a surgery previously recognised for quality care and attentive clinicians has become a challenging experience. The practice's current performance reflects poorly on healthcare standards and professionalism.

Reception staff handled pressure with care

The critical feedback regarding this practice does not align with my own experience. I have consistently found the clinical staff to be extremely supportive and the front desk team demonstrate considerable effort despite challenging conditions. My appreciation goes to all of the dedicated team members.

Receptionists helpful but pharmacy staff were rude

The reception team are excellent, however once prescriptions are transferred to the pharmacy department, the experience becomes quite difficult. The staff there come across as unfriendly, dismissive, and unpleasant.

Booking confusion left me turned away unprepared

The practice appears to have declined over time, and this trend seems to have continued with recent staff additions. There have been issues with inaccurate communications being distributed. I was informed I qualified for a particular vaccination and given an online booking link. However, upon attending my appointment, I was told I did not meet the eligibility criteria after all. I was also advised that I might face certain health risks, but no clear explanation was provided for this assessment. The overall impression is that staff lack genuine concern for patient wellbeing and the accuracy of information they provide. This represents a disappointing change from how the practice operated previously.

Struggling to get through on the phone

I have been finding it increasingly difficult to reach the practice by telephone recently. Access to the services I require seems to have become more challenging over time.

Phone lines impossible to get through on

I have found it very difficult to get through to this surgery by phone. I have been trying to reach them over several days without success. Additionally, I received an appointment notification without any prior communication or explanation, and I have been unable to contact the surgery to discuss rearranging it. I have experienced issues with test procedures on more than one occasion, and overall I have felt frustrated with the service provided. During a recent consultation, I felt that the clinician was dismissive of my concerns. I am disappointed as the practice was previously more satisfactory, and I am now considering registering elsewhere.

Reception staff gave helpful and accurate advice

The reception team were very accommodating when I had a question, and they gave me accurate information along with helpful guidance on the best way forward. Much appreciated.

Reception staff blamed me for asking questions

This practice has been very frustrating to deal with. Attempting to obtain assistance and clarification has proven extremely difficult. I have found the reception team to be unhelpful, and they seem to respond defensively when patients seek information or explanations. I believe the practice would benefit from external review and assessment.

Got appointments the same day I called

I relocated from Scotland and registered at this new medical practice. I've attended two appointments and managed to secure both on the same days I made my requests. The front desk team were delightful and provided excellent assistance. I would certainly recommend this practice to anyone looking for a new GP surgery. The clinicians I consulted with were equally supportive, organised and courteous. Thank you to all the staff for a positive experience 🤩🤩🤩🏴󠁧󠁢󠁳󠁣󠁴󠁿

Reception phone lines need serious improvement

The reception experience fell short of expectations. When I called shortly after opening, I experienced a lengthy wait of approximately 25 minutes before someone answered, only for the call to disconnect immediately. Upon calling back, I waited another considerable period before someone picked up, though there appeared to be a communication issue as no one seemed to be actively engaging on the line. This frustrating sequence of events left me feeling unheard and disappointed with the service provided.