Marden Medical Practice

Front desk staff unhelpful with lengthy appointment waits

This practice has undergone a significant change in a short timeframe, moving away from its previously welcoming and professional approach towards becoming less helpful and responsive. The reception team appears unwilling to assist with enquiries or facilitate appointments, and their manner comes across as dismissive. The availability of appointments has become concerning, with wait times extending considerably into the future. The overall system appears to be functioning poorly and does not seem to have addressed previous feedback regarding service quality at the front desk.

Phone queue keeps cutting you off

Called at 8.30am with 30 people ahead in the queue. After waiting through the call, the line disconnected. Called again at 9am with 5 people in the queue and experienced another disconnection. At 9.30am, spoke with reception staff who advised that no further appointments were available that day. Attempted another call at 2pm with the same result regarding appointment availability. Was directed to book online, though informed this could take up to 8 hours to process. The practice waiting area typically appears quiet, yet the telephone system frequently cuts off callers mid-call. Considering switching to another practice due to the difficulty in securing appointments.

Struggling to book an appointment here

Consistently unable to secure GP consultations or receive responses to submitted health inquiries.

Listened to me and got results quickly

This medical practice has consistently provided excellent care and has always taken my health concerns seriously. They were instrumental in helping me obtain a specialist diagnosis from the hospital in a relatively short timeframe. The staff are attentive to patient needs, and the NHS app integration works well for accessing necessary documentation without adding unnecessary burden to the clinical team. Overall, I have found this to be an outstanding practice and I am very grateful for the service provided.

Receptionist gave wrong advice about services

What services does Marden Medical Practice actually provide? Beyond the reception staff offering guidance that proved unhelpful, it's unclear. Despite the waiting room appearing empty, appointments with a GP seem difficult to obtain. Blood tests cannot be done on-site and require travelling elsewhere. Vaccinations are not available at the practice, which is confusing given the promotional materials displayed outside suggesting they are offered. So one is left wondering what Marden Medical Practice's actual purpose is.

Reception staff lacked empathy during difficult visits

Interpersonal skills, empathy, and discretion are fundamental requirements for those employed in healthcare settings. Unfortunately, I must express that this practice and its team appear to fall short in these areas. Their grasp of mental wellbeing or the challenges individuals face when dealing with physical illness seems limited. Staff working in general practice ought to receive training in customer service and mental health awareness. There appears to be difficulty in raising concerns about significant shortcomings in NHS care, as feedback is acknowledged superficially without resulting in meaningful improvements. There is a lack of independent scrutiny of the standards maintained by these practices, which are intended to benefit their communities.

Staff treated me with genuine respect

The administrative and clinical team members are considerate and compassionate. I am fortunate that I rarely require medical attention, but when I do attend the practice, I experience respectful and kind treatment and feel that my input is valued. This level of care is not consistently found in other healthcare settings. I appreciate the practice's commitment to providing excellent service during challenging circumstances.

Couldn't get an appointment when needed

Switched to private healthcare because obtaining appointments proved difficult, and when I did manage to secure one, the support provided was inadequate. Changing to another practice wasn't feasible due to geographical constraints, leaving me with limited alternatives. I would not suggest this practice to others.

Reception staff made booking easy for my child

I've never experienced any difficulty booking an appointment for my child. The team at reception and the medical professionals have always been pleasant and helpful. I hope the practice maintains this standard as I genuinely have no complaints about the service provided.

Hard to reach but appointments come through quickly

It can be somewhat challenging to reach the reception desk as the phone lines tend to be quite busy, however on each occasion I have managed to get through, I have been able to secure an appointment on the same day for both myself and my child. The standard of care provided has been excellent.

Reception staff were dismissive and condescending throughout

If you prefer to be treated dismissively and with condescension, and would like to encounter reception staff who lack understanding of their professional responsibilities, then this may be the place for you. The experience includes interactions that feel disrespectful, and there appears to be an approach where raising concerns may result in threats or pressure to comply with demands. Additionally, there have been instances where medication access seemed contingent on signing agreements, which feels inappropriate and unfair.

Always taken seriously and well cared for

I have been attending this practice for several years and have consistently been able to access appointments or consultations when required. The clinical staff have always treated my concerns with appropriate attention and provided excellent care throughout my time as a patient. I am very appreciative of the service I have received and feel disappointed about the planned changes to the practice structure that will take place in the coming years.

Phone queue issues made me switch practices

The clinical staff are excellent, though I have concerns about how some of the front desk team interact with patients, particularly those who may be more vulnerable and could be negatively impacted by their curt demeanor. They can come across as dismissive and appear to lack patience and empathy. I experienced significant difficulties when trying to reach the practice by phone, accumulating considerable wait time across multiple attempts, with calls being disconnected when I neared the front of the queue. I was also asked to call back on separate occasions. Due to these challenges, I sought guidance elsewhere for my young child's health concern. As a consequence, I have chosen to register with a different practice.

Reception staff could be more helpful

Excellent service and clinical care provided. However, I had a disappointing interaction with a member of the reception team who was quite curt and dismissive. I would appreciate the opportunity to discuss this matter with management.

Receptionist welcomed me and felt genuinely listened to

Well, all I can say is thank you. It was a nice refreshing change from what I'm used to experiencing at my usual practice. The receptionist was pleasant and made me feel welcome. The appointment ran slightly over the scheduled time, but I felt that the clinician not only listened carefully but genuinely cared about my concerns. I was properly examined and given a clear explanation of what might be wrong, along with what would happen next. Before leaving, I mentioned a minor issue I'd been having with my arm. The clinician explained that there's limited time per appointment and suggested booking a separate visit, which I understood. However, they still took the time to have a quick look at it anyway, which I really appreciated. It turned out I needed antibiotics. Although I do struggle at times, I genuinely feel like someone has taken the effort to understand what I'm going through and wants to help. I'm very grateful to the clinician and staff for being so helpful. I'd like to say more, but my memory isn't what it used to be. I would recommend this practice.

Online booking made getting help straightforward

Outstanding experience with the entire team, have consistently found it straightforward to obtain medical guidance and book appointments through the digital consultation system. Highly impressed with the practice overall - continue delivering this standard of care!

Reception staff asked twice about appointment reason

I had difficulty locating my appointment and was asked multiple times in a busy waiting area to disclose the reason for my visit. When I expressed a preference not to share this information, I was asked again. Given that the registration process already requires extensive personal information including full name, address and date of birth, I felt this represented a significant privacy concern, particularly when other patients were present. Despite my reservations, my appointment details were eventually disclosed. I was disappointed with how I was treated and felt the interaction lacked courtesy, leaving me feeling embarrassed and with the impression that I was being held responsible for the situation.

Friendly staff who actually listen to patients

I relocated to this practice from elsewhere and I'm very pleased with the decision. Each clinician I've consulted with has been genuinely friendly and I've always felt they give proper attention to their patients. The reception team are also courteous and provide excellent support. I would certainly recommend this surgery to others.

Reception staff need better training and patience

The reception team's manner has become increasingly curt and dismissive in recent visits. A group of patients who had been instructed to arrive at 8.30 were spoken to harshly in front of others, which prompted visible frustration from those waiting. The clinical staff are excellent, which makes the reception experience all the more regrettable. I made multiple attempts to arrange an appointment regarding a skin concern, and on each occasion was advised to call at 8.30. When I referenced this guidance during a subsequent call, I was told I was being aggressive, which felt unfair given the circumstances. It may be beneficial for the reception team to review call recordings as part of their training and development. The overall experience has been disappointing of late.

Reception staff could've been more helpful

The receptionist was dismissive and unhelpful. I wish I had noted their identity.