Esplanade Surgery

Patient Experience Summary

Feedback on this practice reflects a marked divide in patient experience. Clinical care receives consistent praise, with patients highlighting the competence and compassion of medical professionals and nursing staff who demonstrate thorough, attentive approaches to consultations. However, significant concerns emerge around access to appointments, which patients describe as increasingly difficult, with many reporting that available slots disappear within minutes of the surgery opening. Reception experience is similarly polarised, with some patients commending staff courtesy and helpfulness, whilst others report dismissive attitudes and lack of accommodation.

Administrative processes present a particular challenge across multiple service areas. The e-consult system is frequently criticised as ineffective and frustrating, with patients describing lengthy waits for responses that often fail to resolve their concerns. Prescription services have deteriorated notably, with patients reporting delays and unavailability of medications at partner pharmacies, creating genuine distress for those dependent on regular medication. Communication gaps persist, with patients noting that follow-up support is inconsistent and that administrative barriers often prevent timely access to care.

Whilst some patients report recent improvements such as the introduction of a telephone queuing system, the overall pattern suggests a practice where clinical quality is undermined by systemic access and administrative difficulties. Long-standing patients particularly note a decline from previous service standards, and many express frustration that obtaining a GP appointment has become substantially more challenging despite the clinical team's evident capability and dedication.