Market Cross Surgery

Lifesaving care from compassionate medical heroes

Seriously, those criticizing this surgery have no idea how fortunate they are. My son is unfortunately registered at Waterbeach, which is arguably one of the worst practices in Cambridgeshire. It took me some time to share this experience, particularly after a severe cold he suffered just before Christmas. Being 5 years old and with a history of respiratory hospitalizations, we were desperate to avoid another hospital stay. Despite numerous calls during the week before Christmas, securing an appointment at his regular doctor seemed impossible. Out of sheer desperation, I contacted Market Cross, where I'm registered. Remarkably, they accommodated him as a temporary patient since he was staying with me. Reflecting on the past year, I've attempted to book appointments for him at least twelve times, with only one successful consultation - which typically results in hospital visits. Incredibly, at a surgery where he isn't even registered, he was seen within two hours. Dr. Tollit was exceptional, providing invaluable advice about temporarily adjusting his asthma medication - something we were previously unaware we could do. Her recommendation worked immediately, essentially saving our Christmas. However, the receptionist was truly extraordinary. Though I regrettably didn't catch her name, her approach was refreshingly sensible and helpful. She went above and beyond to assist us, embodying a level of customer service rarely seen today. If she's reading this, she was absolutely brilliant. To the practice partners: this woman deserves a significant raise!

Compassionate care from amazing medical professionals

Exceptional medical professionals who deliver a compassionate and outstanding level of care.

Terrible service and zero mental health support

Unhelpful employees (total attitude problem) who are dismissive of customer concerns. They completely disregard male emotional well-being. I strongly recommend seeking out a more empathetic service environment that actually cares about its clients.

Terrible service and unhelpful pharmacy staff

Absolutely pointless service! The phone receptionist was incredibly discourteous, declining to share her name when I inquired and abruptly ending the call. My sole purpose was to check on my prescription's status, and I desperately needed to know because I'd been without my medication for several days, causing significant dizziness. She displayed complete indifference to my situation and showed zero compassion.

Hardworking staff deserve respect and understanding

I dedicated 48 hours assisting every team member with technological support. Not a single employee displayed any disrespect! I believe visitors should experience a day in their position! Deeply frustrated by the negative remarks. 😡

Terrible healthcare service with zero patient support

Completely useless service where accessing a physician is impossible, and obtaining a prescription is out of the question. An utterly frustrating experience that wastes your entire time, leaving you thoroughly disappointed and astounded by the incompetence.

Terrible customer service at medical center

Unhelpful front desk personnel merely answer the phone without any genuine assistance or customer care.

Terrible reception ruins otherwise great medical experience

The reception team displays an unpleasant and brusque demeanor that significantly detracts from the overall experience. While the pharmacy personnel, doctors, and nurses are consistently warm and supportive, patients must first navigate the unwelcoming front desk staff. The pandemic seems to have exacerbated their already dismissive attitude, with an apparent sense of superiority. It's evident that these employees would benefit greatly from mandatory customer service training to improve their interpersonal skills and professional approach.

Terrible first impression at this business location

Terrible front desk experience with an employee who completely lacks basic interpersonal communication and customer assistance abilities. The receptionist was dismissive and showed zero interest in providing any meaningful help or support.

Frustrating delays in communication with healthcare provider

Communication feels sluggish. Multiple follow-ups are necessary. While it's acknowledged that certain medical conditions take precedence, even a brief email to reassure patients that their concerns haven't been overlooked would make a significant difference.

Dangerous advice that could harm your health

Completely worthless product that might cause you to discontinue essential medication, potentially resulting in dangerous health consequences

Quick care and compassionate medical support

Exceptional medical care. I'm thrilled with their new virtual consultation feature. The physicians are incredibly responsive - they returned my daughter's call in under 6 hours and mine within a day. Their flu vaccination service was remarkably efficient. They've also been prompt in addressing my health concerns, seeing me twice in the past half-year. Heartfelt appreciation for your dedication to maintaining our health and safety.

Terrible customer service ruins medical experience

I've been a patient at this medical practice for several years, and without fail, every time I call, I'm met with an incredibly discourteous and dismissive demeanor. Patients should feel comfortable and supported when reaching out to their healthcare providers, not made to feel small or criticized. It takes significant courage for some individuals to even dial the number, and this unwelcoming approach is far from comforting or professional :/

Superb eye care with exceptional medical team

Outstanding service when I required assistance with an eye concern. The medical staff were incredibly meticulous and addressed my problem with utmost professionalism and efficiency. Both the nursing team and physicians were exceptional in their care and expertise.

Discriminatory service at market cross surgery

I'm a patient at Market Cross Surgery in Mildenhall, and I've experienced discriminatory behavior from some of their reception staff. Their attitude towards me seems to be influenced by my non-English name. During our interaction, they were unhelpful, continuously repeating themselves without addressing my specific inquiries. The conversation concluded with them abruptly terminating the call. Unbelievable.

Terrible customer service and unprofessional staff

For over three weeks, I've been attempting to schedule a telephone consultation with a doctor, only to be redirected to an E-consult. After completing the E-consult, I was instructed to call and arrange a phone appointment, which I did on my next day off. I waited the entire day for the doctor's call, as the receptionist had assured me it would happen that day. Instead, they called several days later while I was at work, making it impossible to answer - a situation that has repeated multiple times. When I called back after another missed call to express my frustration about their inconsistent communication and inability to call when promised, the receptionist named Donna was incredibly unprofessional. She accused me of raising my voice when I had not. Even worse, she seemingly put me on hold while speaking to the doctor and began complaining about me, not realizing I could hear the entire conversation. When I pointed this out, she bluntly denied it was possible and called me a liar. I can definitively confirm I heard every word. All I want is to discuss my daughter's worsening mental health issues, yet I'm met with this unacceptable attitude from the reception staff. 😒

Terrible first impression from unwelcoming receptionist

The receptionist displays a harsh and abrupt demeanor. Her approach is far from hospitable or friendly. The front desk would greatly benefit from having a more personable and welcoming individual as the initial point of interaction.

Heartless receptionist destroyed my mental health support

I reached out to obtain a renewed medical certificate for my mental health condition, a process that typically goes smoothly. On this occasion, the receptionist was shockingly unhelpful. Not only did she decline to forward my request to my physician, but she also abruptly interrupted me while I was attempting to arrange a doctor's consultation. She then proceeded to loudly and dismissively repeat "alright love and goodbye" multiple times. Her behavior was incredibly unprofessional and cruel. The entire interaction lasted barely a minute before I ended the call, deeply distressed and crying.

Unhelpful staff ruin otherwise good medical practice

The medical professionals at this practice are competent, but the administrative team leaves much to be desired. They operate with an assumption that patients possess the same insider knowledge they do. During my attempt to collect a prescription following a phone consultation, I discovered the dispensary shuts down between 1-2pm - a detail conspicuously absent from their website and not easily located. The front desk representative I encountered was unhelpful, mentioning only "green" prescriptions without clarifying what they meant. When I suggested the doctors might inform patients about the midday closure, she dismissively retorted that it was posted on the door - which provides zero assistance to someone who hasn't visited the facility recently. This resulted in an unnecessary trip. This isn't an isolated incident. The reception staff consistently demonstrate a pattern of disregarding patients' time and circumstances, seemingly believing everyone has unlimited flexibility. Their approach of treating individuals as uninformed, when critical information isn't readily accessible, is both discourteous and deeply exasperating.

Terrible healthcare service ruined my christmas holiday

I reached out initially believing I had a chest infection in the days before Christmas. The callback simply stated it was a virus, which baffled me as to how they could diagnose that via telephone. On Boxing Day, my condition was so severe I had to contact 111, and was ultimately informed I had a throat infection. My holiday was completely disrupted because I wasn't seen earlier. Thankfully, I'm now recovering, thanks to 111's eventual assistance. However, the practice of phone-based diagnosis is absolutely ridiculous. I'm thoroughly disappointed, and it was incredibly frustrating that it took 64 attempts just to get through to someone.