Martock Surgery

Patient Experience Summary

Feedback reflects a divided patient experience with significant service challenges alongside pockets of positive care. Appointment access emerges as a persistent concern, with patients reporting extended waiting times for bookings, lengthy phone hold periods, and missed follow-up calls. Communication delays feature prominently, including unresponsive services and failures to return promised callbacks. Several patients describe poor organisation affecting care coordination, such as conflicting referral instructions between services and scheduling errors. Reception experience shows mixed results, though some patients praised professional and courteous interactions.

Where positive experiences were reported, they centred on clinical staff demonstrating compassion, courtesy, and attentiveness during consultations. A few patients highlighted responsive follow-up after initial complaints and care that made them feel valued. However, these positive interactions were substantially outweighed by accounts of dismissive attitudes, unresponsive communication channels, and systemic booking difficulties that prevented timely access to care.

The overall pattern suggests the practice struggles with appointment availability and operational continuity, creating barriers to access that undermine confidence in the service despite occasional examples of courteous clinical care.