Martonside Medical Centre

Felt reassured and at ease during visit

The nursing staff were wonderful and helped me feel comfortable and reassured throughout my visit. I received excellent care.

Staff made us feel genuinely cared for

The practice provides excellent care for myself and my family. The guidance and support offered is outstanding from every member of the team. I find the staff to be consistently respectful, caring and compassionate in their approach to their work. I'm always able to secure an appointment when required, or I'm appropriately signposted to alternative services if needed. I'm very grateful for the dedicated support I've received over the years, and I think everyone at this practice does an amazing job!

Couldn't get through on the phone lines

This practice has significant issues with their phone system opening at 8 o'clock I was unable to get through and only managed to connect at 8:45 with no available appointments left it's as frustrating as it gets I simply need to see a clinician at my own practice it's been 2 days now and I'll attempt again tomorrow I'm seriously considering switching to a different practice in the meantime the experience has been terrible and I wouldn't even recommend their associated pharmacy the service there is equally poor if I could give a zero star rating that's exactly what I would assign and the staff member who answered the phone was unhelpful throughout the entire interaction absolutely terrible

Online prescriptions repeatedly ignored without follow-up

This medical centre appears to be very poorly managed. I ordered a repeat prescription through the online system and it was not processed until I had to telephone to follow it up. Looking at other reviews for this practice, I am surprised that action has not been taken to address these issues. This morning, my wife attempted to book an appointment for a telephone consultation as she was unwell and was informed that no appointments were available. I then contacted NHS online, and they were able to arrange an appointment for her the same day at an alternative location. If you are unable to secure an appointment here, I would recommend contacting NHS online as an alternative option.

Phone queue didn't budge from start

Attempting to call on behalf of a family member at 8am, I found myself as caller number 12 in the queue. The position did not progress throughout my attempt to reach someone. This has led me to suspect that the practice may open their lines and keep callers waiting on hold before deciding when to answer calls. If this were not the situation, I would have expected my position in the queue to have advanced.

Couldn't get an appointment when needed

I was unable to obtain an appointment when I attempted to book one.

Reception staff were quite rude and unhelpful

I was not satisfied with the level of customer service I received, as the staff came across as quite impolite.

Practice won't process repeat prescriptions remotely

I found the management of my care to be inadequate. My regular prescription medication was discontinued without my prior notification. When I attempted to arrange a remote consultation to address this, I was informed this option was unavailable. I tried to request my medication through the online system, but the items were not displaying as available to order, which I had already mentioned in my remote consultation request. After contacting reception, I was told I would need to visit in person to place an order. I explained that I work during opening hours and have been attempting to obtain this medication for over a week. As I have an upcoming trip and will deplete my supply while away, I requested the medication in advance. I was advised to submit an email, which I did, but when I followed up the next day, I was informed nothing had been processed because an in-person visit was required. Despite explaining that I had been told email submission was possible and that I am unable to attend in person, I was told there was nothing that could be done without someone visiting the practice, and even then there was no certainty the medication would be available before my departure. This means I will face a significant gap in my long-term medication supply.

Friendly reception made the visit pleasant

Excellent experience with welcoming and approachable healthcare professionals providing good service.

Reception staff need better training and engagement

I have had multiple experiences with what I perceived as unprofessional and dismissive conduct from the reception staff at this medical centre. Their apparent lack of interest and reluctance to help patients has caused me considerable stress and disappointment. Effective patient care requires genuine attention and courtesy, and I feel that staff who lack enthusiasm for their responsibilities may not be suited to this position. I believe that improved training or adjustments to staffing arrangements would be necessary to create a more welcoming and professional environment for patients attending the practice.

Receptionist was unhelpful and dismissive

The reception staff were unhelpful and came across as somewhat discourteous. I have been unable to secure an in-person appointment for an extended period, with all consultations conducted remotely instead.

Reception didn't tell me appointment time

Called at 11am to inquire about my young child's test results, as instructed that results cannot be requested before this time. Was informed there appeared to be an issue and that a consultation with a clinician would be necessary, but was asked to ring back the following day to arrange an appointment as no slots were available that day. Found this frustrating, as it seemed the results could have been made available sooner if same-day appointments were possible. The reception experience was also disappointing—an appointment was scheduled without providing the time details, and the call ended abruptly without clarification. Feel the reception team could benefit from additional training in communication and professionalism, as the interaction lacked the basic courtesy expected when booking appointments.

Impossible to book appointments by phone

I have been unable to secure an appointment despite calling from opening time, and this issue has persisted for several months. It has been quite frustrating.

Reception team could be more helpful

The reception team could benefit from some changes.

Long wait on phone then call got cut off

Called in the morning seeking an appointment. The call was answered after a considerable wait. Only urgent slots were available at that time, and the receptionist appeared to have difficulty hearing during the conversation, which led to the call being disconnected. While the clinical team are excellent, the reception staff experience fell short of expectations.

Impossible to book appointments or reach by phone

The practice appears to be facing significant operational challenges. Accessing appointments proves extremely difficult, and telephone communication is frequently unsuccessful. Despite having multiple reception staff, there seems to be inconsistency in how procedures are handled. After multiple visits, the experience has been frustrating, as consultations have not been with a doctor as anticipated.

Practice ignored repeated contact requests

Underwent a surgical procedure at the hospital approximately a week prior and was advised to obtain additional pain relief medication from my GP. Since then, I have experienced ongoing discomfort and have attempted to contact the practice on multiple occasions, but have not received the assistance I was hoping for. I feel as though my concerns have not been adequately addressed, and I have not received a satisfactory resolution. The recovery process has been challenging, and having to repeatedly pursue the medication that was recommended to me has added to this difficulty. I am disappointed by the level of support provided during this period.

Impossible to reach by phone

It's extremely difficult to reach the practice by telephone. I suspect the phone lines may not be properly monitored. The clinical team are excellent. However, the reception staff are not providing an adequate service.

Impossible to reach by phone about prescriptions

I have been attempting to contact the practice for several hours to inquire about the status of my prescription, but have been unable to reach anyone by telephone.

Phone queue was frustrating and unhelpful

Waited approximately thirty minutes attempting to reach the practice by telephone. When the call was eventually answered, it was disconnected shortly after. Upon finally connecting with reception staff, the interaction felt dismissive and the attitude displayed was unhelpful.