Marden Medical Practice

Felt unheard and treated without respect

The clinical staff displayed an unhelpful attitude with poor communication skills. There was a lack of attentiveness to patient concerns and a noticeable absence of compassion during interactions. The overall experience felt impersonal, with patients appearing to be processed rather than genuinely engaged with as individuals.

Receptionist went the extra mile with prescription

I found the care provided to be excellent throughout my visit. The reception staff were particularly helpful, offering clear guidance when I completed my initial paperwork online, which enabled me to be seen by a clinician within two hours. I was also anticipating the arrival of a prescription from a specialist department. When it arrived at the surgery later that day, I made an enquiry about its status. The reception team went above and beyond by personally tracking down the prescription and ensuring it was forwarded to my chosen pharmacy in time before closing, and they took the time to contact me with confirmation of this. The entire team deserves recognition for their efficiency and attentiveness. I am very grateful for the service received.

Reception staff could improve their manner

The administrative support team can occasionally come across as abrupt, and they don't always identify themselves as they should during interactions. The practice management is genuinely pleasant and helpful. The clinical staff I've seen have been of a high standard. Unfortunately, the front desk team sometimes falls short of the standard set by the rest of the practice.

Quick appointment arranged for urgent care

I have only needed to contact the practice on a few occasions, but every time they have been prompt, efficient and welcoming. Recently, after experiencing a respiratory infection, I called and was seen within a couple of hours at an alternative clinic location, where I was assessed promptly, given a diagnosis quickly and began receiving care. I am very grateful for the service provided.

Impossible to book appointments through phone queue system

I have been with this practice for approximately eight years. Initially, the experience was excellent, and this standard was maintained until relatively recently. However, obtaining an appointment with a clinician has become increasingly challenging. The appointment booking system requires calling early in the morning, which presents difficulties for those with work or childcare responsibilities. When contact is eventually made, there are often many others ahead in the queue, meaning available appointments are typically gone by the time one reaches the front desk. This necessitates calling again the following day, only to encounter the same situation. This pattern repeats throughout the week in a seemingly endless cycle. The system appears fundamentally flawed and would benefit from management review and intervention. When I raised concerns about this recurring problem with reception staff, the response suggested this was an inevitable outcome of the current process. The clinical staff have provided satisfactory care, however the reception team presents a different picture. These staff members appear to act as gatekeepers to medical services, sometimes seeming to operate beyond their remit. The customer service experience is notably lacking, and the approach effectively prevents patients from accessing appointments with clinicians. Rather than adhering rigidly to current procedures, a return to more flexible booking arrangements—allowing patients to call at various times and book appointments as needed—might prove more effective. This approach worked previously and could be reinstated. Similar concerns about reception staff conduct appear in multiple reviews spanning several years, yet the issues persist. This suggests little has changed, and securing appointments remains as difficult as it was previously. The practice management would benefit from addressing these concerns directly rather than providing standard responses to feedback. The reception team's approach has significantly diminished the practice's former standing, and I have since transferred to another provider that offers a considerably better experience.

Reception staff were dismissive about registration query

I found this practice to be deeply disappointing. During a recent interaction, I felt that a staff member was disrespectful to my partner regarding an administrative matter. I would recommend that families considering registering with this surgery explore other options first. Despite my long-standing relationship with this practice, I have decided to transfer myself and my child to another GP. I was particularly upset by the manner in which the situation was handled, especially given that my child's registration follows the practice's own guidelines. Additionally, I have consistently struggled to secure appointments and have had ongoing concerns about the reception staff's approach to patient interactions.

Phone receptionist was unhelpful and dismissive

I'm newly registered with this practice. Called today regarding my child's medication. The attitude of the person who answered the phone was disappointing. I've noticed from reading other reviews that many complaints mention the reception staff, though I understand the phone handlers work behind the scenes. My experience with the receptionist when visiting in person was excellent!

Friendly practice with reliable parking and shorter waits

Highly accessible and welcoming environment with convenient parking facilities. The staff are consistently helpful and attentive. Waiting times to see a clinician are notably shorter compared to other practices in the area. Would certainly recommend to others.

Staff listened and gave sound advice

I have been a patient at this practice for several years and have consistently found the staff to be professional and helpful. The clinicians I have consulted with have taken time to listen to my concerns and have provided thoughtful guidance. The practice has also been excellent in their approach to caring for my young child.

Phone staff could be more considerate with elderly patients

I have had some contact with this practice since my relative moved into a care home. I must say that some of the staff members I have spoken with on the telephone have come across as quite blunt, which I found somewhat off-putting. Recently I requested a clinical visit, which did take place. The clinician reassured my relative, but given his age, he is unlikely to push for further information and may not be aware that alternative approaches could be available, as he has confidence in medical professionals. I then called to ask about a referral relating to his particular circumstances and was told someone would contact me back. This did not happen. When I called again, a particularly courteous staff member informed me that a note had been made for a follow-up visit the following week to discuss the matter with my relative, as he is able to make his own decisions. While some of this approach is understandable, I am puzzled as to why all possible options were not explored during the initial appointment. I cannot help but wonder if his age played a role in this. He remains concerned about his health situation, though it does not appear to be urgent. I feel valuable time has been lost. The practice could have contacted my relative directly to verify my request if they had reservations about my involvement. I intend to follow up on all matters to ensure his wellbeing remains the priority.

Receptionists make appointments harder than they need to

I have been a patient at this practice for a considerable time. Since the pandemic, however, obtaining face-to-face appointments has become increasingly challenging. I experience difficulty getting past the reception desk to secure either telephone or in-person consultations. Although the clinical staff have consistently provided clear explanations and made me feel heard, I have found some reception staff to come across as dismissive and curt. Given that I manage anxiety, I was seeking reassurance following some recent tests and was told the matter was not urgent and to ring back several days later. Being given an appointment slot that was nearly two weeks away did not provide the support I needed for my ongoing anxiety concerns.

Receptionist helped me feel at ease

I attended this surgery for a minor procedure following a referral from my regular practice, as this wasn't my usual location. The entire experience was excellent. The reception staff were attentive and welcoming, the clinical team were outstanding, and the procedure itself was comfortable thanks to the calm and considerate approach throughout. I'm very appreciative of the care received. Many thanks.

Staff showed genuine care during difficult time

I would like to thank all the medical staff for their kind attention and support I received. I particularly appreciated the help provided during a challenging period in my life. I am very grateful for the care and consideration shown to me throughout my visit.

Long wait for telephone appointment callback

I had to wait two weeks just to receive a telephone consultation! My partner uses a different practice and manages to get a call on the same day. The receptionist was very friendly and helpful.

Receptionist attitude needs urgent improvement

Five stars for the clinical team and medical professionals. However, one star for the reception staff, as they demonstrated an unhelpful attitude towards patient care. This is an area that requires urgent attention and improvement.

EConsult system helps you explain everything clearly

I cannot speak highly enough of this practice. The entire team, spanning from front desk personnel through to clinical staff, demonstrates genuine compassion and willingness to help. The online consultation service is particularly impressive, as it guides you through providing comprehensive information so your query can be addressed thoroughly without the concern of omitting key details. The facility itself has a welcoming, contemporary atmosphere and offers useful information resources and guidance on available support services.

Reception staff made us feel genuinely welcome

I recently visited a local medical practice and was genuinely impressed by the standard of care on display. The clinicians were excellent, dedicating time to clear explanations and making sure patients felt heard and supported. The clinical nursing staff were similarly outstanding, consistently demonstrating friendliness, professionalism, and attentiveness. Their authentic commitment to patient wellbeing was evident and made a real positive impact. It was apparent that all staff members, whether at the front desk or in clinical roles, are committed to delivering high-quality care and putting patients at ease.

Disorganised practice with unhelpful reception staff

This practice struggles with organisational efficiency and I have experienced concerns regarding information handling. There have been recurring issues with prescription processing, and while not all reception staff have been unhelpful, some interactions have felt dismissive. After relocating two years ago, I was informed I fall outside the practice area and must seek care elsewhere. The appointments I have attended felt hurried and lacking in depth. My previous complaints do not appear to have resulted in any meaningful changes or action. I am currently seeking support through alternative NHS services due to my dissatisfaction with the care provided.

Phone receptionists unhelpful with personal medical questions

I have been attending this practice for over twenty five years. When I first registered as a patient, the practice was very responsive and willing to assist with any queries or concerns. However, on numerous occasions I have been directed to telephone for enquiries or to arrange appointments, which I find particularly challenging as I prefer to avoid medical visits whenever possible. During phone interactions, the reception staff have come across as unhelpful and unprofessional, and have asked detailed personal medical questions that would be more appropriately discussed with a clinician rather than at reception level. Additionally, I felt that significant pressure was required to obtain adequate support for a family member experiencing serious health concerns. While I recognise the broader pressures facing the NHS, I believe that patient care standards are ultimately a matter of choice, and I feel the practice should be more accountable for the quality of service and professionalism demonstrated. The adjacent pharmacy, by contrast, has consistently provided excellent service with a genuinely helpful and professional team, and this has been the primary reason I have remained with the practice for as long as I have.

Repeat prescription requests repeatedly failed to reach pharmacy

I found the service at this practice to be deeply disappointing. I am very frustrated with my experience here. I have made two requests for a repeat prescription, and on both occasions I was told it would be sent to the pharmacy, yet it did not arrive. This situation was completely unacceptable and caused me considerable inconvenience and worry, forcing me to seek an emergency prescription through alternative means. The communication and follow-through fell well short of what I would expect. Patients should not need to repeatedly contact their practice to obtain something as routine as a prescription, nor should they receive inaccurate information about whether requests have been processed. I was left feeling let down by the standard of care provided, and I believe this practice should perform significantly better.