Martonside Medical Centre

Reception staff dismissive of patient concerns

The reception team came across as unwelcoming and struggled to engage with my concerns. The management approach seemed inconsistent with broader healthcare guidance on appointment scheduling and accessibility. Securing an appointment has proven extremely challenging, whether attempting to book in person or by telephone. There have been instances where appointments were cancelled without prior notification to me. I feel this matter warrants further attention, as the practice's approach may compromise patient safety and appears to lack adequate focus on patient care standards. That said, I should acknowledge that most of the clinical staff members were satisfactory. My experience would warrant the lowest possible rating, though I have provided a minimal rating to enable this review to be submitted.

Receptionists were rude and parking caused problems

The reception staff have come across as unwelcoming during my visits, and I've noticed this behaviour extends to other patients as well. The parking arrangements are also problematic. I received a parking fine during my visit because appointments were running behind schedule. There's a lack of clear guidance within the surgery about parking procedures and expectations. Due to current access arrangements, it's not possible to inform reception if your appointment is taking longer than anticipated, which creates difficulties with parking time limits. The parking enforcement seems excessive, and it feels inappropriate that this situation exists within an NHS setting where patients may be vulnerable. A more effective system would be beneficial. The clinical staff are excellent, but the administrative side of the practice requires significant improvement.

Wrong number called, medication error followed

I arranged a telephone consultation with a clinician who called my home number instead of my mobile as agreed. After a 45-minute delay, they eventually reached me on the correct number, provided a diagnosis, and prescribed medication that subsequently caused me to feel unwell. When I eventually obtained a face-to-face appointment, I found the reception staff to be unwelcoming, both in person and during previous telephone interactions. The overall atmosphere and conduct of staff gave me the impression of a disorganised environment. The practice was previously well-run and professional, but my recent experience suggests a significant decline in standards and organisation. Due to my concerns, I have decided to register with a different surgery.

Appointment staff were unhelpful and dismissive

Received an informal assessment regarding digestive concerns over the phone in April, though was advised that an in-person consultation would be necessary. Have found the appointment booking process frustrating, with staff interactions feeling unhelpful. Recent attempts to schedule a visit have been unsuccessful, with explanations given about current restrictions on face-to-face appointments. This has raised questions about the accessibility of services during this period. Have had longstanding concerns about this practice and would have preferred the previous local health centre, which provided a better experience in my view. Feel that the current practice does not meet expectations and would not recommend it to others. Believe significant improvements are needed.

Receptionists asked too many medical questions

The reception staff came across as unwelcoming, and it felt inappropriate that they were asking detailed questions about my health concerns before I could book an appointment. It seemed like they were making clinical judgements without the necessary medical training. When I finally got an appointment, it was conducted over the phone, and the clinician appeared to be making a diagnosis based solely on what I described verbally, which felt inadequate. I found the overall approach to patient care concerning, particularly given the current health challenges facing the NHS.

Receptionists were dismissive and unhelpful

The reception staff demonstrated a lack of warmth and attentiveness during my interactions. While not all team members were affected, a couple of individuals came across as dismissive and unhelpful. I found the experience disappointing and plan to escalate my concerns through the formal complaints procedure.

Reception staff refused appointment without paramedic involvement

The reception staff displayed a lack of courtesy and consideration. When a young family member required urgent medical attention, the receptionist was initially unwilling to arrange an appointment without first obtaining certain details. It was only after external emergency services became involved and made contact directly that an appointment was promptly offered. This inconsistency in how the request was handled was frustrating and felt disrespectful during a stressful situation.

Friendly practice with consistent reliable care

I've had a positive experience with a welcoming atmosphere and haven't encountered any problems during my time as a patient here.

Wasn't taken seriously when unwell

I experienced a serious illness and needed to visit the surgery in person rather than receive a home visit, which was difficult given how unwell I was. I subsequently required hospital treatment and spent several hours on an intravenous drip. Although this was a challenging situation, I found the staff at the practice to be pleasant and welcoming. I haven't been attending for very long, but the nursing team in particular made a positive impression on me. That said, I felt that the level of care and attention varied depending on which clinician I saw.

Staff were dismissive when booking over the phone

The reception team can be quite abrupt when booking appointments over the phone. There appears to be a lack of courtesy in their interactions.

Receptionist refused emergency appointment despite urgent advice

Disappointing experience. I took my young child to a pharmacist for guidance and was advised that a GP consultation was necessary within 24 hours. When I contacted the surgery to request an appointment, I was told none were available, including emergency slots. A call to 111 also resulted in a recommendation for urgent GP assessment. Despite this, the surgery continued to decline seeing my child. I was informed by reception that staffing constraints meant attending A&E was suggested, though I felt this level of care was not appropriate given the circumstances. My child was unwell and distressed with a high fever. We ultimately attended an urgent care centre instead. I raised a formal complaint with the NHS Ombudsman, which was upheld. The Ombudsman recommended that the surgery review their procedures and communicate findings to me within two months. This feedback was never provided. Overall, I have found the surgery's management problematic. The prescription system is difficult to navigate, appointment availability is limited, and I have not received routine health screening reminders. The organisation and administration require significant improvement.

Friendly receptionists made booking straightforward

The team members were quite supportive, and the front desk personnel were pleasant and welcoming.

Appointment waits have gotten longer recently

Previously maintained a strong reputation, though service efficiency has declined somewhat over the past year. Appointment availability has changed noticeably, with wait times extending beyond the previously typical timeframe. The team members, both clinical and administrative, continue to be pleasant and professional.

Refused vaccines and delayed urgent medical certificates

This is one of the worst medical centres I have experienced being registered with. My partner required a vaccination for occupational health and safety purposes, with all expenses covered by their employer, yet the practice declined to administer it, potentially compromising their workplace safety without adequate justification. I needed a medical assessment for licensing purposes with a strict deadline, and after waiting over a month, my appointment was cancelled with short notice. I was subsequently informed this was not the practice's concern, which has jeopardised my employment situation and financial stability. The administrative and support staff come across as dismissive, lacking empathy and appearing indifferent to patient circumstances. Whilst there are competent clinicians working here, their efforts are undermined by management decisions that appear to disregard patient welfare and financial consequences. I would not feel confident entrusting this practice with my healthcare needs. I have since transferred my registration elsewhere and do not regret this decision. I would advise others to consider alternative providers. Any response from the practice is likely to be defensive and self-protective rather than genuine. I have escalated my concerns to the appropriate regulatory body on multiple occasions.

Helpful staff despite long phone waits

I have consistently had positive experiences at this practice. The administrative team has been courteous and supportive throughout my visits. While there can be delays in reaching someone by telephone, this is understandable given the resource constraints faced by the NHS.

Admin staff made me feel unwelcome

The overall experience has been disappointing, particularly with the administrative team. While the clinical staff have been satisfactory, the support staff demonstrated an unhelpful attitude and appeared reluctant to provide assistance. This has led to the decision to seek care elsewhere.

Can't get through on the phone line

Attempting to book an appointment proves difficult as the phone lines remain unanswered.

Friendly reception and clean waiting area

Outstanding practice with exceptional team members.