Eden Medical Group

Impossible to book appointments by phone

It is difficult to secure an appointment at this practice, and the early morning telephone access system does not work well for everyone's circumstances.

Appointment booking system makes access nearly impossible

After approximately a decade with this practice, I have decided to move elsewhere. I am unable to recommend it to others. In recent times, the process of booking an appointment has been the most problematic aspect of engaging with the practice. Arranging appointments through in-person visits, advance booking, or digital platforms is not readily available to patients. The digital services offered by the surgery are limited and of poor quality. The sole method for securing an appointment involves telephoning at 8AM, with no guarantee the line will be available, hoping to join a queue and then potentially waiting between 20 and 60 minutes on hold, only to discover whether any slots remain. Given this is the only viable option, there are significant accessibility concerns for individuals with hearing difficulties, speech impairments, or cognitive challenges. Even for those without such barriers but working standard office hours, the appointment booking process presents considerable difficulty and frustration. The telephone support provided is inadequate and would benefit from employing trained communication specialists who recognise that health matters can be emotionally sensitive or anxiety-inducing. Several years ago, a touch-activated screen was installed in the reception area for appointment confirmations. The screen's response to touch input was frequently inaccurate, indicating a need for proper technical adjustment. - Overall, the standard of patient care at this practice appeared highly variable. Positively, some clinical staff demonstrated genuine attentiveness and appeared committed to providing their best service. Nevertheless, the majority of my interactions with this practice have been unsatisfactory or unremarkable. The roster of medical professionals at the practice changed regularly throughout my time there. - Obtaining copies of personal medical records frequently proved challenging, even in comparison to other healthcare providers. This was compounded by inadequate communication regarding test outcomes or clinical results, whether through postal, text, or telephone contact. Following the introduction of the NHS digital platform, accessing personal records became substantially more straightforward once initially configured. Nonetheless, the practice could receive correspondence from another healthcare organisation and fail to update its records for extended periods until contacted directly, suggesting deficiencies in record management procedures.

Long phone wait, distant appointment slots

After waiting over an hour on the telephone, the earliest available appointment offered was nearly three weeks away. It seems questionable whether there are sufficient clinical staff available. It appears that offering more remote consultations might help create additional capacity for in-person visits. The appointment I was seeking would likely be brief, involving a straightforward adjustment to an existing treatment plan that was anticipated to require modification.

Repeat prescription delays and dismissive phone staff

How is this practice still operating? I have encountered worse staff and service nowhere else. I have been waiting over a week for my repeat medication. I called multiple times daily and received responses suggesting they were doing their best, though I felt the team showed little genuine concern or willingness to assist, appearing indifferent to my situation. I found the overall experience absolutely unacceptable.

Repeated cancellations and long phone queues frustrate

I have experienced two recent concerns with this practice. I received a letter in March of the previous year requesting that I arrange an appointment with a practice nurse. On three separate occasions when I have attempted to schedule this appointment, the practice has cancelled it, citing staffing constraints as the reason. Additionally, I called at 8am last week and spent 27 minutes waiting in the telephone queue system. When I eventually connected with someone, I was informed that no appointments were available that day and was advised to call back at 8am the following morning. I did so, again calling at 8am, and waited approximately half an hour before being told that appointments were fully booked for that day, though one could be offered at 1.30pm the day after. I rearranged my work schedule to attend the appointment the following afternoon, only to arrive at the practice and be told that there was no appointment recorded for me. The receptionist then proceeded to ask about the reason for my visit while other patients were waiting at the desk. This raised concerns about how my privacy and dignity were being handled during the interaction. Overall, I felt the service fell short of expected standards.

Long phone queues leave you without appointments

I was informed that same-day appointments cannot be booked, yet I'm puzzled how there are no available slots for several days ahead. When I rang early this morning, I was twentieth in the queue, and after waiting fifteen minutes, I learned that no routine appointments remained—only emergency slots were available as the clinical team were absent due to illness. I don't typically contact the practice for minor concerns and make genuine efforts to avoid calling. My overall experience with this practice has been disappointing. My wife, who is expecting, recently spent time in hospital following a respiratory illness that had persisted for some weeks, and I felt the care she received beforehand was inadequate. Given the current situation, I'm concerned about potentially passing on what I have to her and our unborn child. The receptionist ultimately directed me to seek advice from a pharmacist, though I had the impression she was keen to conclude our conversation quickly.

Long phone queues and no available appointments

Called at 8:30am and found myself 17th in the queue. As someone with an autoimmune condition, I was unable to secure an appointment despite trying repeatedly over several days. The receptionist suggested attending A&E, though I felt this wasn't appropriate for my needs. I then contacted 111, who directed me back to the GP. I'm still awaiting a callback from this morning. My symptoms have been severe - I haven't been able to eat properly for days, managing only plain toast today, and have had minimal fluid intake due to ongoing nausea. My skin condition has flared significantly and is causing considerable discomfort. I'm experiencing chest pain and breathing difficulties alongside other distressing symptoms, which has led me to consider calling 999. The practice appears unable to accommodate appointments, and I feel disappointed by the lack of support. On a previous occasion when I was unwell, I called at 8:45am and was 27th in the queue.

Couldn't get appointment when urgently needed

Extremely poor service - would give lower rating if possible. After spending two days attempting to obtain a medical certificate for a back condition while currently unable to stand, sit or walk for an extended period due to an ongoing serious spinal issue and receiving specialist care with strong pain medication from the practice during flare-ups, I was informed that a doctor appointment was necessary but none were available. When I explained my difficulty attending the surgery in person, I was advised to contact the emergency line and request an ambulance. This seems counterproductive given current pressures on emergency services. I only required documentation to support my income during this period. The overall process is frustrating and needs improvement. Management should review these procedures.

Impossible to get appointments when needed

Disappointing experience at this practice. While I don't frequently need to attend, when I do require an appointment it's difficult to secure one despite calling at opening time, only to find they're already fully booked. Communication regarding test results has been lacking, and I've noticed inconsistencies with appointment scheduling - I arrived on time for my slot but observed that patients who checked in significantly later were seen before me. Overall, I found the service unsatisfactory.

Receptionist gave unhelpful advice without listening

The receptionist this morning provided unhelpful guidance and seemed disinterested in assisting me.

Long waits and no appointments available

The surgery falls short of expectations. There appears to be a lack of concern for patient needs. When someone contacts the practice seeking assistance, they may be informed that appointments are not available until the weekend. This seems inadequate for a medical facility. It is understandable why many people struggle to access timely care.

Impossible to book an appointment here

I am unable to provide a positive rating for this medical practice due to significant difficulties in booking an appointment with a clinician. Additionally, my interactions with the reception staff were unsatisfactory, as I found their manner to be unhelpful and lacking in professionalism.

Finally getting somewhere with my health

I am grateful for the exceptional support I have received with my healthcare needs, including the arrangement of necessary tests and the compassionate approach shown throughout my care. Although appointment availability can be limited at times, I feel that I am finally making progress with my health concerns. I would like to express my appreciation for the dedication and assistance provided by the entire team at the practice.

Impossible to book an appointment by phone

Extremely disappointing. Despite calling at the earliest opportunity, I was unable to secure an appointment.

Unsupervised trainee gave unsafe medication advice

I received a text message requesting feedback on my recent appointment. As a long-standing patient at this practice, I found this visit to be significantly below the standard I have previously experienced. The clinician I saw appeared to be early in their medical training and was working without appropriate supervision during the consultation. I attended with a companion who holds relevant healthcare qualifications, and we both felt the clinical advice provided was inadequate. The suggestion to purchase equipment online seemed dismissive of my concerns. Additionally, I was prescribed medication with a coating to which I have a documented allergy requiring emergency medication, which was particularly concerning given my medical history requiring specific bone-strengthening treatment. The overall quality of care has declined considerably from what this practice once offered, and I have since moved my care elsewhere.

Impossible to get same-day appointments here

Attempting to book an appointment by calling early in the morning, only to be informed after a lengthy wait that no slots are available that day and the next available appointment is several days away, has been frustrating. This experience has been the deciding factor for me to switch to a different practice. I'm encouraging those close to me to consider doing the same. There are other options available for healthcare provision.

Repeat prescription delays left without communication

I requested my repeat prescription on Monday, and by Friday it still hadn't been reviewed by a clinician. This used to be processed within 24 hours. When I contacted the practice to ask about the delay, I was told to ring 111 to obtain an emergency prescription, which I felt was an inappropriate use of that service. There was no information displayed on the website to alert patients that prescription processing times were longer than usual. I found the service from this practice to be falling short of expectations, which has been disappointing given my long-standing relationship with the practice.

Difficult to book appointments with unhelpful reception

Struggling to secure an appointment, and the reception staff came across as unwelcoming. The team seemed unfamiliar with general medical matters. Would recommend looking elsewhere for your healthcare needs.

Felt heard and reassured during consultation

Had to give this 5 star review for the support I received. The best advice and reassurance for women going through this life stage that you can get. Such a relief to get someone who empathises and takes time to explain things clearly. A truly lovely experience. Thank you!

Receptionist helpfully referred me to physiotherapy

I contacted the practice to arrange a consultation for a shoulder concern. The receptionist directed me to the on-site physiotherapy service, where I was evaluated and given guidance on a course of treatment. Following several weeks of this approach, my issue has improved significantly. I am very satisfied with the care I received.