Esplanade Surgery

Frustrating and unhelpful e-consult customer service nightmare

The E-Consult system completely failed to address my needs, and I was redirected to contact the medical practice by phone. After enduring a lengthy 15-minute wait, I was simply instructed to return to the E-Consult platform and resolve my issue there. The receptionist I spoke with displayed an incredibly abrupt and unsympathetic attitude, showing absolutely no consideration for patient experience or comfort.

Great local medical practice with caring staff

I've been a patient at Esplanade Surgery along with my family for an extended period, and consistently, we've experienced exceptional care. The staff are not only warm and approachable but also highly competent and professional.

Compassionate care when it matters most

I deeply appreciate the timely and considerate care I've received, especially given the current strain on NHS resources. The medical staff have been exceptional in their communication, taking time to explain my situation with clarity and compassion, and they've been proactive in ensuring I get appropriate referrals to St Mary's and other facilities when necessary.

Exceptional medical care with compassionate professionals

Compassionate and attentive medical team, with highly skilled professionals who go above and beyond to provide excellent support.

Excellent care with clear communication needed

The majority of the reception personnel are quite accommodating, and the medical professionals are top-notch. Nevertheless, it's crucial to be thorough and communicate all of your health concerns comprehensively.

Exceptional healthcare at esplanade surgery ryde

I've experienced top-notch medical attention from both the physicians and supporting personnel at the Esplanade Surgery located in Ryde.

Compassionate care that exceeds expectations every time

At Esplanade Surgery, the level of compassionate care is exceptional. While occasional wait times occurred due to administrative backlogs, any pressing medical concerns were promptly and effectively handled, including thorough e-consultations. The medical professionals consistently demonstrated unhurried, attentive approach, often dedicating more time than anticipated. Despite facing workplace pressures, the administrative team has consistently been diligent in addressing and resolving patient needs. As seniors with multiple health considerations, we remain fully committed to Esplanade, confident in their outstanding service. Our sincere appreciation goes out to the entire team for their remarkable dedication.

Frustrating healthcare experience with unhelpful staff

Navigating the bureaucratic gauntlet at the medical center's front desk feels like an impossible mission - you practically need to be six feet under just to secure an appointment with your primary care physician!

Negligent care nearly cost my father his life

My father endured a two-week wait to address his reflux, indigestion, chest, and back discomfort. His initial consultation was limited to meeting with a nurse, who conducted some tests but critically overlooked evaluating his cardiac condition. Tragically, he suffered a severe heart attack the day following this appointment. My feelings toward Esplanade are so negative that I cannot appropriately express them in this review. Adding to my frustration, the general practitioner also denied my diabetic mother additional glucose test strips.

Terrible healthcare service that fails patients completely

Arrogant, condescending, and discourteous staff. Despite the known challenges within the NHS, it's evident the employees never experience their own healthcare system. Not everyone can afford private treatment, and I'm already purchasing two different medications and services because physicians fail to fulfill their responsibilities. All I desire is a face-to-face consultation. E-consult accomplishes nothing except increasing patient anxiety and making people feel completely ignored. You're forced to wait days or even weeks for a response, only to receive a dismissive message about an issue you've previously reported. They consistently deflect responsibility onto patients without comprehensively addressing the concerns raised. This is an absolutely reprehensible approach, and they should be thoroughly embarrassed by their conduct.

Frustrating healthcare experience at local medical practice

Securing a medical consultation at this practice seems virtually impossible.

Compassionate care makes all the difference

Over the past four months, while dealing with some health challenges that have necessitated frequent contact with the medical practice, I've been consistently impressed by the reception staff. Their approach has been nothing short of exceptional - whether I've needed to schedule a blood test, arrange my monthly B12 injection, or seek help managing my medication, they've always been incredibly supportive and accommodating. No request has ever seemed like an inconvenience to them, and I've genuinely appreciated their compassionate assistance. The Esplanade Surgery should be immensely proud of these wonderful front-of-house team members. Their dedication and outstanding service truly set a high standard, and I sincerely hope they continue to provide such remarkable support to patients.

Terrible eConsult experience with useless wait time

I was forced into an unsatisfactory eConsult on Tuesday the 26th. They promised to contact me by Monday 30th at 6:30pm to schedule an appointment, which they failed to do. After persistently following up, they've finally booked me a phone consultation on the 17th. How is this helpful? I won't even get a face-to-face doctor visit. This could easily be handled via email, so why am I being made to wait three weeks with ongoing symptoms? Previously, getting a doctor's appointment was never this complicated. I've completely lost faith in this medical practice and strongly recommend avoiding them if you want actual in-person medical care. If I could give zero stars, I absolutely would.

Terrible service puts patients health at serious risk

Prescription mishap completely disrupted my medication routine without any consultation or consent. I'm now left suffering intense pain and forced to seek alternative sources due to their appalling patient care. The receptionist's condescending attitude and attempts to manipulate the situation only worsened the experience. This medical practice has deteriorated dramatically, demonstrating a total disregard for patient well-being. I've been struggling to obtain my essential medication for a week now, which clearly proves how little they actually care about their patients. Absolutely unacceptable treatment.

Quick and efficient prescription refill service

Due to my oversight, I depleted my standard medication supply during the weekend. I submitted an online refill request and designated it as high priority. The pharmacy processed my order first thing Monday morning. I'm thoroughly impressed with their exceptional responsiveness and efficiency.

Prescription nightmare putting my life in danger

Over recent months, the prescription service has been steadily deteriorating. Initially, there were slight delays in receiving my medication, but now the situation has become critical. I've been repeatedly contacting the surgery to track down my prescription, yet nothing has been available at the Boots pharmacy. After enduring seven days without my medication and experiencing severe mental health challenges, including suicidal thoughts and self-harm risks, I've concluded that I cannot continue this way. I'm now only planning to take my heart medication if the prescription is properly processed. The unreliability of the prescription service is shocking. It's no surprise that suicide rates are high when patients cannot consistently obtain essential medications, and it seems completely random whether submitting a prescription early makes any difference at all. I understand staffing shortages are widespread, but the current system is putting people's lives in genuine jeopardy. The lack of reliable medication access is not just an inconvenience—it's a potentially fatal problem.

Compassionate care from an amazing nurse

I wanted to express my sincere appreciation for the exceptional care provided by Lorraine Rideout, the practice nurse, during my recent visit. Her professionalism and kindness were truly remarkable, and I am extremely grateful.

Punctual and professional service exceeded expectations

Punctual and handled with expertise

Understaffed

The practice nurses do a wonderful job. The struggle to obtain a GP appointment is not acceptable. The reception staff/trained patient advisors are generally unable to offer appointments as these are very limited. One might think that one’s GP would be the first point of contact when one has medical issues. However, the practice aims to divert patients away from booking appointments, preferring to advise them to use 111 or e-consults. The e-consult process is a joke as it mocks the patient. One gets frustrated by the e-consult form constantly advising that a person should dial 111 as one cannot continue. It takes an exceptional length of time to get nowhere and to give up. I am sure medical conditions will go unreported when patients give up on the e-consult forms and also discover unavailability of appointments. I certainly am put off pursuing a medical appointment on the basis of a system designed to impede patient access to medical advice. It certainly appears to be so with the Esplanade Practice.

Bureaucratic healthcare maze with hidden gems inside

Endless administrative challenges create a truly frustrating patient experience. Accessing medical care requires navigating numerous complex obstacles, though the clinical treatment itself proves worthwhile once you finally overcome the initial hurdles.