Eden Medical Group

Booking process finally feels straightforward

The practice has shown considerable improvement.

Triage system dismisses breathing concerns too quickly

Whenever I have used the triage system and mentioned respiratory difficulties, I have consistently been advised to end the call and contact the out-of-hours service or attend the emergency department.

Receptionists made me feel unwelcome

The reception staff came across as unwelcoming and dismissive. There were concerns about the accuracy of information provided regarding prescriptions, and the overall interaction left me feeling like a burden rather than a valued patient.

New online system makes booking quicker

The practice staff are approachable and welcoming across all roles. Following the introduction of an updated registration system, the overall experience has improved significantly. The new process has streamlined interactions, eliminating lengthy wait times to reach the reception team and enabling most tasks to be completed efficiently through the online platform. 🥰

Couldn't get through on the phone

Not satisfactory.

Supplies delivery staff were friendly and helpful

The team responsible for delivering supplies demonstrated a friendly and helpful approach.

Nurse was genuinely informative and helpful

We recently visited the practice with my husband and had an excellent experience with the nursing staff member we saw. They were exceptionally knowledgeable and provided very thorough information throughout the appointment. We felt they were a tremendous asset to the practice.

Reception staff were dismissive during long waits

I find this practice deeply unsatisfactory and wish there were a lower rating option available. The service does not reflect what one would expect from a publicly funded healthcare system. There was a considerable delay in addressing a significant health concern, and the administrative staff at reception came across as unhelpful and dismissive, lacking in understanding. Communication now appears to rely primarily on text messages, which is problematic given the difficulty in reaching anyone by phone due to lengthy wait times. Additionally, responses from clinical staff are often absent. This experience has been disappointing and raises concerns about the standard of care being provided.

Reception staff followed through on their promise

The receptionist was excellent and followed through on her promise to call back the next day with an appointment. She was consistently pleasant and helpful throughout the interaction.

Felt genuinely supported during the appointment

A clinician at this practice is exceptional and demonstrates outstanding clinical skills alongside excellent patient interaction. This practitioner restores confidence in a system often under strain. Their dedication and attentiveness make patients feel truly supported, even when the NHS faces immense pressure. Practitioners with such qualities are the reason the NHS continues to function effectively.

New triage system forces wrong answers

The recent triage system has been problematic, as the questions frequently direct you to contact emergency services. This means you often need to provide alternative answers just to proceed with the form submission. Having been with this practice for many years, it's disappointing to see how things have changed. The overall experience has been quite frustrating.

Online triage system pushes patients to A&E

The new triage system appears to have limitations that affect its usefulness. The online form is only accessible during standard business hours, which seems counterintuitive for a digital service that could theoretically be available at any time. On each occasion we have used this system, we have been directed to attend the emergency department. It feels as though the practice is managing their own workload by redirecting patients to an already stretched emergency service, which seems problematic and not in the best interests of patients.

Still searching for the right practice

I've been considering switching to a different practice for quite some time, but haven't managed to take action on it.

Reception staff were unhelpful and dismissive

I have been a patient for quite some time, but I am very dissatisfied with my experience and plan to find alternative care. The reception staff were unwelcoming and unhelpful. The appointment booking process feels unnecessarily complicated and frustrating.

Quick appointment and felt properly listened to

Called at 8. Secured an appointment for 9am. The clinician was attentive and arranged a subsequent visit. Very satisfied with the service.

Impossible to book an appointment when needed

It is difficult to obtain an appointment when required, which makes the service feel ineffective.

Booking system needs urgent redesign

The current practice management system appears to operate inefficiently and would benefit from substantial redesign. Appointment availability is restricted to same-day slots beginning at 08:00, creating significant difficulties for patients attempting to secure bookings. The system proves unreliable, with connectivity issues frequently hindering the appointment scheduling process. This arrangement fails to serve the needs of working individuals, who have limited availability to dedicate to phone calls for booking purposes. A comprehensive review of the current approach is warranted. A more practical solution would involve introducing a two-week advance booking window. An urgent appointment availability period from 08:00 to 10:00 could be established, with routine appointments filling the subsequent hours. Implementing a triage mechanism to assess and prioritize patients according to clinical urgency would enhance efficiency and improve overall service quality. This alternative system would not require complex implementation and could be achieved through improved organizational planning. Reconsidering the existing procedures and implementing appropriate modifications would better address patient requirements.

Impossible to book an appointment by phone

Disappointing experience trying to access care. Despite being advised that an appointment was needed, I found it extremely difficult to secure one after making repeated phone attempts. The ongoing frustration with availability has left me feeling quite exasperated with the situation.

Reception staff made me feel unwelcome

This surgery has not met my expectations. I experienced poor service at the reception desk, where I felt the staff member was not sufficiently engaged or attentive to their role. When professionals are unable to demonstrate commitment to their work, it raises concerns about the quality of care provided.

Receptionists gave conflicting information about appointments

A frustrating experience overall. I received inconsistent information from different members of the reception team, and when I tried to book an appointment, I was unable to secure one with adequate notice. It seems contradictory to be encouraged to book in advance when availability doesn't align with that request. As someone with a standard working schedule, I found it difficult to arrange a suitable time, and the lack of flexible appointment options was disappointing. I would suggest looking elsewhere for your healthcare needs.