Eastgate Medical Group

Online prescription system needs improvement

I have no complaints regarding the surgery itself or the team members there. However, I do find the technological systems quite frustrating. When I submit my prescription request online, I'm supposed to receive a verification code, but it fails to arrive. I've attempted to resubmit without the code, yet I receive no confirmation. This leaves me uncertain whether my request has actually been processed. I suppose I'll discover the outcome when I visit the pharmacy.

Doctor didn't review medical history before appointment

I am very frustrated with my recent appointment. I have been experiencing persistent eye discomfort for several months, including dryness, crusting, swelling, and itching. This was my third visit to the practice regarding this ongoing issue. During the consultation, I felt that the clinician did not adequately acknowledge my symptoms or review my medical history from previous visits. I was asked to describe my problem again, despite having already done so on multiple occasions, and was asked whether I had photographs of my eyes. This made me feel as though my concerns were not being taken seriously or properly assessed. I left the appointment feeling upset and concerned about the level of care provided. I would have expected the clinician to either provide a clear diagnosis or refer me to a specialist given that previous treatments have not been effective. I felt there was a lack of professionalism and thoroughness in the consultation. I am disappointed with this experience and believe the practice should review how cases are managed, particularly when patients require follow-up care. I intend to raise a formal complaint about this appointment and hope that steps will be taken to improve the service for other patients.

Hard to reach practice that didn't listen properly

I've had low iron levels identified over a two-year period. Given my medical history, I was prescribed a high-dose iron supplement, but when I questioned why my levels continued to decline, the practice couldn't provide an explanation. The team attributed my feelings of fatigue to anxiety, when it later emerged through another healthcare setting that I had a significant knee condition. Accessing my preferred clinician is consistently difficult, and getting through by phone takes considerable time. I felt the practice didn't take my concerns seriously and that I was treated as just another appointment rather than as an individual patient.

Small town practice that really delivers

I'm very pleased with the calibre of care provided by this practice, particularly given its location in a smaller community. The service has been excellent across all areas.

Prescription delays left me without essential medication

I misplaced my respiratory medication in the queue system on the 20th, which has been frustrating given my existing health challenges. I was unwell and unable to obtain my prescription refill for a week, and was suggested to use my existing inhaler as a temporary measure instead. This has left me without adequate supplies, and I now find myself without any respiratory medication at all. Obtaining replacements in a timely manner has proven difficult. I remain in the queue at the 20th position, and based on previous occasions, my requests for repeat prescriptions have been declined as being too soon. I suspect other patients ahead of me in the queue may have either contacted emergency services or are no longer waiting.

Attentive and caring practice experience

Outstanding surgery with a thoughtful, compassionate and highly professional approach.

Helpful staff made all the difference

The doctors and staff at this practice are wonderful and have provided us with significantly more support compared to our previous healthcare provider. We have no complaints whatsoever and are grateful to everyone who works here.

Quick callback system got me seen same day

Contacted the surgery for the first time following my relocation to the area shortly after 8.30am. There was a queue of 39 ahead of me. I selected the callback option and received a response promptly, with an appointment slot available the same afternoon. I was called in prior to my scheduled time. The clinician was comprehensive in their approach and gave me their full attention. I subsequently arranged a follow-up appointment with the reception team, who were extremely pleasant. Should I need to return for further care, I am confident the team will continue to provide excellent support. I appreciate the service provided.

Reception staff made getting through easy

Excellent practice with wonderfully friendly and supportive reception team members who are always available, even if there's occasionally a short wait. The clinical staff and pharmacy team are outstanding and deserve considerable recognition for their work.

Helpful staff managed the pressure well

The team demonstrated helpfulness and professionalism despite challenging circumstances, with clinical staff consistently providing comprehensive assessments during appointments.

Receptionist sorted prescription issue quickly

We are fortunate to have such a good medical practice in our area. When we needed assistance with a medication matter and required additional supplies before travelling, we spoke with the reception team who were extremely helpful. They followed up with us a short time later and resolved the issue promptly. We are very grateful for their support.

Helpful staff despite tricky appointment booking

The medical professionals and administrative team at this practice are excellent, and while scheduling appointments can occasionally present challenges, the staff make genuine efforts to accommodate patients.

Refused help when I needed it most

I found the experience quite disappointing. I was seeking support for mental health concerns during pregnancy, but felt that the care provided was inadequate. I was not offered medication options, which left me feeling unsupported during a difficult time. The lack of responsiveness made me worry about my wellbeing over the coming days, and I felt that my concerns were not taken seriously.

Staff were kind and patient throughout

All of the staff members I encountered, including those on the telephone, at the front desk, and in the clinical setting, demonstrated kindness, patience, and helpfulness. I am grateful for their support.

Receptionist's photo suggestion made things simple

I contacted the surgery today regarding a minor skin concern affecting my face. The receptionist was friendly and accommodating, recommending that I capture an image of the affected area and providing me with a link to submit it. Within a couple of hours, I received a response from the GP who had recommended a treatment option and arranged for it to be sent to my pharmacy. Shortly afterwards, the receptionist also called to confirm that I had received the message. We are fortunate to have access to such a courteous and well-organised practice, and I am grateful to everyone involved.

Caring staff let down by parking issues

The medical professionals here are excellent and demonstrate genuine care for their patients. The main issue affecting the experience is the parking situation, which really needs to be addressed by the local council.

Reception staff listened and helped me through

I was on holiday in a coastal area for a month and also in the process of relocating between regions when I unfortunately experienced a serious accident that required a two-week hospital stay. The follow-up care was managed through a local medical centre where I had temporarily registered as a new patient, as they were not my usual practice. I needed to get in touch with them several times, and I was assisted by a member of staff who demonstrated exceptional support. This person was compassionate and attentive, and importantly, they listened carefully to what I required whilst navigating the various policies and procedures in place. On both occasions, they ensured I could access everything I needed in the most straightforward way possible given the circumstances. I was genuinely impressed by their professionalism, their approach, and their genuine commitment to helping me. The standard of patient care was outstanding and I am very grateful for their assistance.

Staff didn't listen to my medical records

The staff displayed unhelpful attitudes, and on several occasions I felt that my medical history was not properly considered. I find visits to this practice very frustrating.

Long waits and symptoms weren't taken seriously

The medical staff did not seem to take my concerns seriously. Appointments frequently ran significantly behind schedule. I experienced several instances where initial assessments proved inaccurate, leading to subsequent hospital care. During one visit, I observed a clinician searching online for information related to my presentation.

Difficult to reach and unhelpful during holiday emergency

The service and approach at this medical practice were deeply disappointing. Obtaining an appointment required numerous phone calls over several days, which was particularly frustrating when urgent medication was needed. While away, the clinician appeared to rely on internet searches rather than demonstrating familiarity with the appropriate treatment. They declined to contact our regular medical provider to verify the correct prescription, citing an unwillingness to proceed without direct confirmation. For anyone requiring treatment, visiting the nearby hospital may prove considerably more straightforward and efficient, particularly if transport is available. This alternative would likely reduce both time spent and emotional strain, especially when dealing with medical needs away from home.