Estuary Group Practice

Same-day only booking system feels impractical

This practice used to maintain reasonable standards with helpful clinical and administrative staff when contact was established. However, since the pandemic period, the appointment system has changed significantly. Advance bookings are no longer available, and instead same-day appointments require calling at 8am. Most appointments are conducted remotely without a scheduled time slot, meaning the practice may call back at any point during the day. There have been instances where callbacks did not occur, or only a single attempt was made before the practice moved on, which may result in missed contact if someone is unavailable. Currently managing health-related circumstances that prevent employment, I find this system challenging to navigate alongside other medical commitments and recovery needs. The approach seems particularly difficult for those with demanding work schedules or caring responsibilities, as it requires availability at a fixed morning time and flexibility for unpredictable callback windows. For individuals unable to step away from their roles or those with inflexible commitments, this system appears impractical and potentially inaccessible. The expectation that patients can accommodate such arrangements does not align with the reality of many people's working lives and other obligations.

Physician associate listened and helped well

I received good service from the physician associate during my visit.

Team was responsive when it mattered most

Excellent and kind service from the team at this practice. When it truly counts, they demonstrate exceptional attentiveness and care!

Reception staff made the experience difficult

The reception staff were unhelpful and the overall service at this practice was disappointing.

Getting face to face appointments feels like a lottery

Obtaining an in-person appointment requires multiple attempts, and the quality of care received can vary considerably depending on which clinician you see. When a clinician is unfamiliar with your health situation, they may become defensive, and if you need to clarify details about your condition, treatment, or test findings, this can be perceived as you being difficult or confrontational. This experience can make pursuing healthcare for yourself or your loved ones feel draining and may lead to anxiety about needing medical support in the future.

Pharmacy collection always causes unnecessary delays

Generally the clinical staff are great, however the pharmacy service is poor. Every time I need to collect my prescription there is some sort of issue. I am sick of waiting for ages while issues are resolved when it should be a simple collection. Organisation within the pharmacy is a shambles. There is no structure and communication is terrible. It's incredibly frustrating.

Receptionists unhelpful but warfarin clinic staff caring

The clinical staff were unhelpful and the reception team displayed poor attitudes. The only positive experience was with the anticoagulation service, where the team members were excellent. Over a decade, there were concerns that significant warning signs were not identified during consultations.

Inconsistent care depending on who you see

The quality of care can vary significantly depending on which staff member you encounter.

Repeated dismissal left me struggling alone

I have felt extremely let down by my experiences at this practice over an extended period. I have been managing significant mental health challenges and have repeatedly felt dismissed and unsupported. The care I have received has fallen short of what I would expect, and I believe the practice has contributed to a worsening of my condition rather than providing meaningful help. I am concerned about the potential impact this level of service could have on vulnerable patients and would urge serious improvements to be made to prevent further harm. I would rate my experience very poorly.

Prescription errors and poor communication let me down

I have had a very frustrating experience at this surgery. There have been several issues with my prescriptions and communication has been poor, with delayed responses to calls. I attended an appointment recently only to discover that a planned procedure had been cancelled and rescheduled without proper consultation. It appears there was confusion about the type of procedure and which clinician would be performing it, and this was not clarified beforehand. As a result, I now face a longer wait for my treatment, during which I continue to experience significant discomfort and symptoms. The lack of coordination between staff members has made this situation more difficult to manage, and I am disappointed with the overall standard of care I have received.

Felt genuinely listened to and understood today

I was completely impressed by the care I received during my appointment today. I had been experiencing extremely high stress levels over the past week, but the compassionate and understanding approach shown to me during my visit made a significant difference in helping me feel much calmer. I'm very grateful for the support provided.

Difficult to get appointments without explanation

It has been quite challenging to obtain an appointment with a clinician, and this difficulty was not attributable to pandemic-related circumstances. My regular GP was unavailable for an extended period, yet no explanation was provided during those weeks.

Online booking made prescription ordering straightforward

Outstanding care provided by the clinical team and support staff who consistently exceed expectations compared to other practices I have attended. Every request is handled with genuine willingness to help. The recently introduced digital appointment system is excellent! Additionally, having a pharmacy conveniently located nearby makes managing prescriptions for family members remarkably simple and efficient. I am very grateful to everyone at the practice, particularly for the exceptional service demonstrated over the past year and a half.

Quick response to my online query

Received a prompt and efficient response from the practice when submitting a query through the online system - consistently excellent service.

Can't reach reception without using the app

The practice now requires patients with internet access or a smartphone to communicate with reception exclusively through their messaging application. However, when attempting to use the app, it frequently displays a message indicating that online messaging is not available that day.

Practice has lost its way completely

This practice has experienced a significant decline in quality and standards. The level of service provided falls well short of what would be expected from a medical facility, with the care and attention given being disappointingly poor.

Impossible to book an appointment here

I have been attempting to arrange a consultation since mid-April. The practice advised me to book an appointment on a specific date, however each day the available slots reached full capacity before the morning hours. The accessibility of appointment availability has been extremely disappointing.

Website booking system needs urgent improvement

The practice website requires significant updating. Basic functions like submitting address changes are not available through email, which seems outdated for modern standards. This is frustrating to experience.