Martonside Medical Centre

Impossible to book appointments by phone

The reception team's appointment booking system is frustrating. You are instructed to call at 8am to schedule appointments, but by the time you manage to get through, all available slots have already been taken. This process feels inefficient and wasteful of resources.

Can't get through on the phone line

Unable to reach the practice by phone. The line is consistently busy or the number appears to be unrecognised.

Rude reception staff made me feel unwelcome

Poor experience with unhelpful front desk staff. Would recommend considering an alternative practice.

Couldn't get through on the phone

I found the service did not meet my expectations.

Reception staff were unhelpful and dismissive throughout

I registered with the local surgery after relocating to the area in 2021, as my previous practice was outside the catchment zone. Since joining over a year ago, my experience has been disappointing. The reception team have consistently been unhelpful and unwilling to engage with queries or concerns. They tend to end calls abruptly. On one occasion, I felt compelled to ask a member of reception staff to lower their volume as they were speaking very loudly. I have a young child, and the practice has neglected to arrange a routine medication refill, requiring me to follow up repeatedly. I have lost confidence in this surgery and would not recommend it to others. Professional courtesy should be mutual. Having worked in the NHS myself, I know that this standard of telephone manner falls short of what patients should expect.

Reception team won't answer the phone

The reception staff were unhelpful as I was unable to reach anyone by telephone. Throughout an entire week, I attempted to call at various times of day, from morning through to evening, but my calls went unanswered regardless of when I tried to get through.

Appointment access remains a significant barrier here

Struggling to secure an appointment at this practice. The reception team appears indifferent to requests, regardless of how pressing the circumstances may be. I attempted to raise concerns about how this system affects patients, but this seemed to have little impact. I was able to obtain an appointment roughly a year previously, and the clinical care received during that visit was satisfactory. More recently, I visited a local pharmacy instead, where the staff were accommodating, though they were unable to identify the underlying issue. Being a patient here feels risky given the significant difficulty in accessing medical consultations when needed.

Receptionist unhelpful and online access denied repeatedly

The service fell well short of expectations. The reception staff seemed unprepared for their role and came across as dismissive and unhelpful. I made several requests to access the online patient portal without success. A blood sample was misplaced during testing, requiring me to provide another sample. The subsequent results indicated elevated levels, yet there was no follow-up contact or medication review offered in response. Given my professional background, I felt compelled to share this experience as I believe patients deserve better. A practice should ensure it can deliver adequate care standards before operating.

Struggling to reach the practice by phone

I have been attempting to contact the practice by telephone for several days in order to schedule an appointment at an early time slot. The line has been consistently busy whenever I try to call. I am finding it difficult to arrange an appointment when the phone lines appear to be perpetually occupied.

Prescription delays and unhelpful reception staff

The practice has struggled to process prescriptions within reasonable timeframes, and obtaining an appointment has proven difficult. The reception staff could benefit from improved communication skills and a more courteous approach when dealing with patients. The level of support available for those with military service backgrounds appears inadequate. Additionally, there have been concerns regarding accuracy in patient records, including issues with how personal details have been recorded on file.

Selective approach to appointment access concerns

Being informed that the clinician will decide which patients receive in-person consultations raises concerns about the professionalism demonstrated by this practice.

Receptionist dismissed my blood test request unhelpfully

The receptionist appeared disengaged and unhelpful, directing me to attend hospital for a blood test as no appointments were available at the practice until early September.

Easy appointment booking for my son

I previously left a negative review and feel it's only fair to provide an update, as my experience has improved considerably since then. The practice has been excellent in supporting my teenage child. Obtaining an appointment was straightforward, and the referral process was handled efficiently. When I contacted them today, I did find it challenging to reach someone initially, though I recognise this reflects the high volume of demand rather than any failing on their part. A clinician called me back to conduct a telephone assessment, which was necessary given how busy they are, and I was subsequently able to attend a same-day in-person appointment.

Reception staff were dismissive and unhelpful

The reception staff came across as unwelcoming and discourteous. It is difficult to secure appointments through standard means, with most availability seemingly restricted to telephone bookings. There appears to be an over-reliance on a particular medication as a blanket solution for various health concerns, regardless of the presenting issue. This approach felt inadequate and frustrating.

Impossible to reach by phone, appointments gone

I have been attempting to secure an appointment over several days but have been unable to reach the practice by telephone. Once I finally managed to get through, there were no available slots remaining. I found the interaction with the reception team to be dismissive and condescending in manner. I feel the standard of patient care at this practice falls short of what should be expected and believe this warrants further scrutiny.

Reception staff need better customer service training

Extremely frustrated with the manner of the reception team. They come across as unwelcoming and dismissive when responding to patient inquiries, which feels unprofessional. It appears there is a double standard in how interactions are handled—patients are expected to remain polite at all times, yet staff members do not extend the same courtesy. The overall atmosphere at this practice feels unwelcoming and the conduct of the front desk team requires serious attention. I believe management should review how their reception staff engage with patients and consider implementing better customer service standards.

Friend helped me access online prescriptions

I was unfamiliar with the online prescription system and required assistance from a friend to navigate the process.

Staff genuinely cared and responded quickly

I have been genuinely pleased with the team at this practice since registering as a patient. The staff demonstrate genuine concern, attentiveness, and have responded promptly to my questions and concerns. Although there can be challenges reaching the practice during peak times, they are managing their workload admirably under demanding circumstances.

Helpful doctors let down by rude reception staff

Excellent clinical care undermined by discourteous and disorganised front desk staff. The medical practitioners demonstrate courtesy and considerable efficiency. Hospital specialist referrals are processed promptly.

Found a practice that actually listens

I've had excellent experiences with the medical team here – they're very attentive and comprehensive in their approach. The front desk staff are equally pleasant and helpful. I'm really glad I discovered this practice several years ago.