Martonside Medical Centre

Reception staff were dismissive about appointment availability

The clinical staff are satisfactory. However, I found one member of the reception team to be dismissive and unhelpful. When I provided my information, I received a curt response stating that only emergency appointments were available at that time. This person appeared unaware of my circumstances. There seems to be a significant delay in communicating test results, requiring patients to follow up repeatedly to obtain them. Conversely, the practice readily sends administrative messages through the NHS app, yet results are not communicated through the same channel. I find this inconsistency frustrating and question the efficiency of this approach.

Receptionist hung up when requesting urgent appointment

I called the surgery to arrange an appointment with the nurse practitioner, who advised me to contact the reception team and request an urgent visit if my symptoms persisted following my course of antibiotics. When I rang back to book an appointment, I was initially offered a slot seven days away. I explained to the receptionist that I had been advised to seek an urgent appointment, but felt the call was terminated abruptly. I found the interaction with the reception staff to be unhelpful and discourteous.

Unhelpful consultation and poor communication experience

I have had a very negative experience with one of the doctors at this practice and am in the process of making a formal complaint.

Reception staff were dismissive when checking registration status

I had a very disappointing experience at this surgery, particularly regarding my interactions with a member of the reception team. I would suggest that the surgery consider reviewing their reception staff to improve patient service. The registration process took an extended period, and when I followed up to confirm whether my registration had been completed, I was informed it had not been processed. The manner in which this information was communicated left me feeling frustrated and undervalued. I believe the surgery would benefit from ensuring all staff members demonstrate a more compassionate approach when dealing with patients, and I would encourage management to reflect on how reception services could be enhanced to provide a more welcoming experience.

Phone queue left me frustrated and disconnected

I recently spent a considerable amount of time waiting on hold, only to have the call disconnect unexpectedly. I would simply appreciate the opportunity to speak with someone.

Receptionist didn't start registration process

The reception team did not handle administrative tasks as expected. I have been waiting for an extended period to receive my NHS documentation, and it was only later discovered that the initial registration procedures had not been initiated.

Receptionist refused to take urgent surgical referral seriously

A deeply disappointing experience. I was advised by a specialist last week to contact my GP practice regarding an urgent surgical matter. When I called, the receptionist's manner was extremely unprofessional. I was told that my call was inappropriate as it wasn't an emergency, despite having been informed by hospital doctors that delaying surgery could result in serious complications. The receptionist was dismissive, made me feel uncomfortable, and declined to identify themselves. Only after considerable pushback did they reluctantly agree to pass a message to a GP. I intend to lodge a formal complaint about this interaction.

Reception staff dismissive when registering new patient

Contacted the practice to inquire about registering a friend who had recently experienced a serious health event requiring hospital treatment. The receptionist who answered was unhelpful and appeared disinterested in assisting with the request.

Reception staff could be more welcoming

The clinical team provided satisfactory care, however the reception staff demonstrated a lack of courtesy and professionalism.

Long-term patient finds staff genuinely helpful

I have been a patient at this practice for quite some time and have found the staff to be very helpful and friendly.

Phone lines constantly busy and unreachable

Disappointing experience with appointment booking. I have consistently struggled to reach the practice by telephone when attempting to schedule an appointment. I have found it necessary to either contact alternative services or visit in person, which has resulted in frustration during these visits. The telephone lines appear to be frequently unavailable.

Loyal patient appreciates quick diagnosis and care

I've been attending this practice for most of my life and I'm now in my forties. I'm puzzled by some of the critical feedback as I've found the practice to be excellent. My family members attend a different surgery that's closer to our home, yet I have no plans to switch. The practice has consistently provided good care. There are certainly waiting times currently which can be annoying, though this appears to be a common issue across GP surgeries at present. During appointments, the clinicians work efficiently and provide effective treatment. I've had no issues to raise about this practice.

Referral mix-up left us chasing answers

A relative of mine was informed that a referral had been submitted to a service three months previously and advised to expect contact, but when they reached out to the service directly, it became apparent that no referral had actually been sent. When individuals' health and wellbeing depend on these processes, such oversights are concerning and should be prevented.

Impossible phone lines, but considerate clinical staff

It would be easier to reach a phone number that doesn't exist than to get through on a morning—you need to call at least 25 times before someone answers. The NHS app works much better; submitting an electronic consultation for a callback from a clinician typically results in a response within a day. The medical staff are genuinely wonderful and compassionate. However, during a recent visit, I witnessed a situation where a parent arrived a few minutes late with several children, and I overheard a staff member asking another clinician whether they still wanted to see the patients given the delay. I found this approach quite troubling, as it seemed like individual circumstances weren't being taken into account. While I understand the importance of maintaining appointment schedules, the tone of the exchange gave me pause about the service. That said, the clinician did confirm they were happy to proceed with the appointment, which suggests they were willing to see the patients regardless.

Phone lines impossible to get through on

I attempted to reach the surgery by phone in the morning and had to make numerous calls before successfully getting through. When I did connect, I was informed there were no available appointments and was asked to try calling back the following day. The staff member I spoke with came across as dismissive and unhelpful. Later that day, I contacted 111 and received a referral that was processed by the surgery within 10 minutes. I called the surgery again and was assured someone would ring me back before closing time. However, when I called back to follow up, I was kept waiting on hold for a considerable length of time before the call was disconnected shortly before the surgery closed. While I understand the surgery deals with a high volume of patients seeking appointments, the experience of being asked to repeatedly call back and then not receiving the promised callback was frustrating. It appeared that established patients may receive faster access to appointments compared to others seeking care.

Reception staff mostly helpful, one was dismissive

The majority of the reception team are pleasant and genuinely helpful, though I had a disappointing interaction with one staff member who was unexpectedly curt with me. I didn't catch their name, but they had a London accent. I felt quite put down simply for requesting an urgent appointment slot. I was taken aback by what I perceived as a lack of consideration, and I've decided I'll end the call if I reach this person in future.

Reception staff made the appointment smooth

I had a follow-up appointment in September 2023 and received excellent service throughout my visit. The reception staff and clinical team who saw me were both professional and helpful. I was very pleased with the care I received.

Reception staff helpful but others dismissive

The service can be quite poor, though occasionally adequate. One receptionist appears reasonable. The remaining staff tend to treat patients as a burden rather than a priority. There appears to be a lack of genuine concern about the practice's reputation in the local area.

Reception staff spent more time chatting than helping

The reception team appears to be quite large, yet there seems to be limited engagement with patient needs. When attempting to get attention, it can feel as though staff are prioritising personal conversations over providing assistance, which comes across as unwelcoming. Despite ongoing resource constraints, the practice maintains a substantial reception presence. The digital check-in system is in place, yet the traditional reception function continues to operate. It raises questions about whether staffing levels are being used efficiently. There is a sense of frustration about how resources are allocated, with a suggestion that the community would benefit from investment in other local healthcare services that are currently difficult to access.

Phone lines impossible to get through on

I've had difficulty reaching anyone by telephone at this practice. The surgery previously felt like a welcoming, efficiently managed facility with capable medical staff. Currently, I'm unfamiliar with who the practitioners are.