Estuary Group Practice

Dangerously not fit for purpose PHONE 111 INSTEAD!

After suffering low blood pressure causing fainting episodes approx 6 wks following my AVR (open heart surgery) I telephone the Gowerton surgery for an appointment & am greeted with screening conversation from the non clinical management. I explained my medical history & current problem & following the advice given, that I should visit A&E department as the surgery was only available for urgent appointments. I asked the person if he was clinically trained for medical screening of this sort & the reply was that he wasn't. So I raised the fact that this screening was dangerous & wholly inappropriate by an untrained clinical member of staff. I also asked him to inform the on call GP of my displeasure. In desperation I went to Morriston A&E & spent 14 hours there trying to get some advice/treatment. After sitting in A&E for about 5 hours I received a follow up call from the GP to see how I was getting on. I told the that Ias at A&E waiting for attention. He assured me that he would look into my experience with the manager & he apologised. In my experience of the abismal past performance of this practice I wouldn't have held my breath on any action being taken to reel in these people who think they can bypass the necessary clinical qualifications & manipulate their own buisiness quality indicators by deflection of appointment traffic. Now looking to move to another area with a better GP outfit. In future my advice is to phone 111 & save your life.

Struggling to book appointments and get through

The team are making an effort, but that is the extent of the positive feedback I can offer. Obtaining appointments or reaching the practice by telephone proves to be extremely challenging. Months have passed and my situation remains unresolved. I was scheduled for a morning telephone consultation, yet I waited throughout the day without receiving a call. It subsequently became apparent that the practice did not have my correct contact details on file, despite having requested this information be updated on several previous occasions. I feel at a loss for how to proceed and am uncertain about what steps to take next.

Staff respond quickly to requests

The team here are genuinely supportive and handle enquiries efficiently. I'm always able to see a clinician when required. Much appreciated.

Receptionists dismiss requests without trying to help

I have been a patient at this practice for many years, but I feel compelled to share my recent experience. On multiple occasions when consulting with certain clinicians, I have felt that the standard of care has been inadequate. My concerns include receiving prescriptions without what I perceive as thorough assessment, and on several visits I have found the manner of interaction to be dismissive rather than supportive. Additionally, I have experienced difficulties with reception staff, who I felt could have been more proactive in assisting with appointment requests rather than simply stating that appointments were unavailable. I recall that this practice previously demonstrated a more patient-centred approach, and I am disappointed by what I perceive as a shift away from this. I am in the process of registering elsewhere and would encourage others to consider alternative options if they share similar concerns.

Reception dismissed concerns without proper investigation

I would give this practice the lowest possible rating if I could. My son experienced what I feel was inadequate care at this surgery following a serious illness earlier in the year. When he attended for routine vaccinations, I requested a urine sample bottle as I had concerns about his health and wanted him tested for a particular condition. A staff member assessed a sample and indicated the results were normal. However, just a few months later, my son became seriously unwell and received a diagnosis that contradicted the earlier assessment. I was devastated to discover that the testing method used would not have been appropriate for detecting this condition. I submitted a formal complaint, but the staff member denied the events as I described them, which was distressing given that my son also clearly recalls what happened. After everything my son had already endured that year, this experience felt like a significant failure in his care. I was particularly concerned to later learn that this staff member works in a department specialising in the area of health that my son was eventually diagnosed with. I believe my own vigilance may have prevented a more serious outcome, and I remain troubled by what I perceive as a delay in appropriate care.

15 Doctors?

How can you have 15 doctors, providing for x3 surgery’s, yet every time I go to, after struggling to get an appointment, but when I attend the surgery (to which there are x3 in the practice?) there is never or maybe up to x5 person’s, of which some could be chaperones? I’m totally perplexed by this, has this has been since Covid, so many years?

Receptionist wouldn't guarantee face to face appointment

My father recently attended A&E and subsequently received a text message from the local practice asking him to book an appointment to discuss that visit. When he called today to arrange this, I requested a face-to-face consultation as I felt it was important to raise some concerns about his wellbeing. The receptionist explained that a clinician would contact him first to determine whether an in-person appointment would be necessary. My father has difficulty with his memory and mentioned to the receptionist that the initial message was about blood results, which wasn't accurate—he becomes confused and forgetful at times, and I'm concerned he won't communicate these issues clearly during any subsequent conversation. I found this experience disappointing and it's reminded me why I previously chose to register elsewhere.

Appointment system doesn't work for working people

I recently attempted to schedule an appointment and was instructed to ring back at a specific early morning time for a triage assessment. Unfortunately, this arrangement doesn't work well with my work commitments, as I'm unable to spend the day waiting for a callback from the practice.

Administrator didn't help with urgent medication query

I'm unsure who responded to my message through the online system this morning, but I felt the advice given lacked appropriate consideration for my situation. I had inquired about my medication as I had travel plans within a few hours, and was directed to contact the pharmacy instead. However, the pharmacy is not responsible for prescribing my medication—that's handled by my GP—and they weren't even open at the time I needed assistance.

Doctors who actually listen to you

Excellent healthcare professionals

Struggling to book appointments through online system

The appointment booking system is difficult to access as the online portal closes early each day. Even when requests are submitted in time, they may not receive a response, which extends to medication refill requests. When contacting the practice by telephone, staff direct patients to use the online system and insist it remains available, declining to assist over the phone.

Front desk staff made appointment booking difficult

I find the reception experience at this practice quite frustrating. I tend to avoid visiting the GP whenever possible, and each time I do attend, I leave feeling disappointed with how I was treated by the team.

Receptionists were dismissive and unkind

The reception staff came across as unwelcoming and somewhat dismissive. There appeared to be an attitude of superiority that felt particularly insensitive given that patients are often vulnerable when seeking care. A bit of compassion would make a real difference. However, the clinical staff member I saw was excellent and provided great care.

Quick emergency prescription sorted without fuss

Resolved the issue quickly! Managed to obtain an urgent prescription for misplaced medication, with the matter handled in under thirty minutes.

Phone booking system needs updating urgently

I'm puzzled by the continued requirement to telephone for appointments on a first-come, first-served basis at this practice. Acquaintances from various other areas seem to have no difficulty securing appointments with their GPs within a reasonable timeframe. One member of the reception team at this location displayed what I perceived as an unhelpful demeanor; it would be beneficial to have staff who are willing to take time to address calls and assist with patients' health and wellbeing concerns. Unfortunately, this same attitude appeared to carry through during my subsequent visit to see the clinician.

Refused antibiotics without tests despite previous visits

I requested medication for a persistent infection ahead of my planned trip abroad, as I was concerned about my health during travel. I was advised that I would either need to cancel my holiday and forfeit the associated costs or arrange medical care at my destination, as the practice would not prescribe without conducting additional tests first. When questioned about why I hadn't contacted them sooner, I explained that on previous occasions when I'd experienced the same issue, I'd been instructed to wait a fortnight before treatment would be considered. I also noted that during those earlier instances, no tests had been performed. The inconsistency in approach was frustrating. It felt as though the practice was unwilling to provide support and that I was being left to either suffer or pursue private healthcare as an alternative.

Dismissed for years until crisis intervention happened

I have been a patient at this surgery for many years. I felt dismissed regarding my mental health concerns since my teenage years, and felt that support only became available following a serious crisis. I later discovered I was neurodivergent after pursuing my own assessment pathway. There was one clinician who provided excellent care and understanding. Beyond that individual, I did not experience compassionate responses to my health concerns, and on several occasions felt judged rather than supported for my mental health struggles. After submitting this review, I perceived that the practice became unwilling to assist with my anxiety and mental health needs, which I felt was connected to my neurodivergent status. I have since relocated to a different area, which has been a positive change.

Reception staff made booking an appointment difficult

What an unwelcoming and disheartening experience with the reception team. Attempting to book an appointment proves challenging—if you try through the online system by mid-morning, slots are already gone. When discussing scheduling difficulties with reception staff, they respond dismissively about prioritising healthcare, yet the practice seems unable to accommodate its own patient population despite knowing how many people they serve. I previously attended a different surgery for many years before relocating, and while the clinical care itself has been satisfactory when you do manage to see a clinician, the process of actually obtaining an appointment is nearly impossible and creates a thoroughly demoralising experience that makes you question whether it's worth the effort. The whole interaction feels unnecessarily difficult, confrontational and unhelpful, which is particularly frustrating when you're unwell and need support. I've actually allowed my health concerns to worsen rather than endure the ordeal of attempting to secure an appointment. Additional frustrations include administrative errors with records, difficulty locating prescriptions, and a general sense of being treated as though you're imposing on the practice. I cannot recommend this surgery based on the reception and administrative experience, as navigating the system requires considerable patience and resilience.

Helpful reception staff despite prescription tracking issues

Would be 5 stars but managing my prescription can be challenging as it's difficult to access and may end up in various locations, though the reception team are consistently extremely helpful and go the extra mile to ensure I'm able to obtain it!

Phone queue delays made follow-up appointment difficult

I was instructed to undergo some tests a couple of weeks prior by a clinician at the practice. I was also informed that should the tests prove normal and my symptoms persist, I ought to contact the surgery to arrange a consultation. I called this morning and learned that my test results were normal. I then rang back to request an appointment as I had been instructed. The receptionist informed me that today's appointments were fully booked and asked me to ring back the following day. I reiterated that I had been advised by the clinician to book an appointment but was told I would need to call again tomorrow. When I enquired what would happen if tomorrow was also fully booked, I was advised I would have to ring the day after that. It seems increasingly difficult to obtain face-to-face consultations at GP practices. The pandemic, which is frequently cited as a reason, is no longer a reasonable justification for this situation.