Merrow Park Surgery

Straightforward appointment booking and friendly reception

Quite satisfactory with nothing to fault.

Passed between staff with no clear answers

I found the experience quite frustrating, as I received inconsistent guidance from different members of the administrative team. I felt passed between departments without resolution, and believed my issue could have been addressed quickly with a brief conversation with a clinician, but I encountered obstacles preventing this. I spent the entire day attempting to resolve the matter, and only at the end of the afternoon was I directed to contact an out-of-hours service. After speaking with multiple staff members from that service, I was then advised to attend an emergency department. I questioned the effectiveness of these interconnected health services, particularly given the significant public investment required to fund them.

Stuck in queue with no appointment updates

I have found this GP practice to be unsatisfactory. Transferring my registration from my previous surgery to this practice has proven to be a disappointing choice. I submitted a request for an appointment, and received a response suggesting an afternoon slot. I explained that I was unavailable at that time due to work commitments, but subsequently received no further communication. When I resubmitted my request, the only response I received indicated that I was on a waiting list. Since then, I have remained on this waiting list without any additional updates or confirmation of an appointment date. Overall, this has been a frustrating experience with the practice's appointment system.

Online booking finally ends the morning rush

From today onwards, every GP practice in England will have to offer online appointment bookings throughout the day. The early morning rush for appointments is now a thing of the past, though the surgery was not responsible for the previous system that had been put in place.

Reception staff were dismissive and unhelpful

I have found this practice to be unhelpful overall. I was previously registered elsewhere but had to change due to a relocation. Following several visits and a recent telephone conversation with reception staff, I formed the impression that this practice struggles with internal communication and organisational processes. This view appears to be shared by others based on feedback visible online. I would suggest considering alternatives if you are looking to register. I have since transferred my care to another practice. Update: I subsequently discovered that I received an incorrect clinical assessment when I required surgical intervention, and the resulting delay led to additional health complications.

Reception team really listened and helped

We have been registered with Merrow Park for 9 years, and whilst our visits were infrequent previously, following a recent serious health diagnosis, the assistance provided by the reception team and a particular clinician has been excellent. We are very grateful for their support.

Long phone wait, no same-day appointments available

I waited on the phone from early morning to book an appointment, but when someone finally answered, they informed me there were no available slots for that day. I was surprised that all appointments had been filled so quickly. The booking system felt inefficient to me.

Appointment booking remains a frustrating nightmare

It is appalling that this surgery has not improved at all despite receiving so many complaints. The clinical staff members are among the most unsympathetic practitioners I have encountered. They are rude and unprofessional in their manner. Additionally, booking an appointment is a nightmare at this location. I had to keep trying until the third day before I could secure an appointment. Unfortunately, when I did get seen, the experience was not helpful at all.

Struggling to book an appointment for months

The service has been disappointing. I have made multiple attempts to arrange an appointment at the practice for my child over an extended period, but have been unable to secure one.

Impossible to book appointments through phone queue

The appointment booking process requires calling at a very specific time in the morning, and even then there is no guarantee of success. The queue is lengthy, and after a considerable wait on the phone, appointments are often unavailable. The system appears to only offer same-day slots rather than allowing patients to schedule visits for alternative dates.

Long waits to book appointments here

I have been a patient at this practice for over two decades and have been satisfied until lately. Recently, I have found it increasingly difficult to secure an appointment. When calling at opening time, there can be lengthy waiting periods before the line is answered, and by that point the available slots tend to be fully booked. The reason I am awarding two stars is that the clinical staff are approachable, competent and supportive... assuming you are able to arrange a consultation with them!

Long phone wait left me frustrated

After waiting in a lengthy queue and spending over forty minutes on the telephone, I found the wait time to be unacceptable.

Kind staff but same-day calling system frustrating

The team has consistently demonstrated kindness and helpfulness. The appointment system requires calling on the day itself rather than booking in advance, which feels somewhat inconvenient for non-urgent visits, though that is how the practice operates.

Practice has lost its way over the years

I have been a patient at this practice for more than two decades, but I have recently made the decision to move elsewhere. There has been a noticeable deterioration in how patients are treated, with a sense that attending appointments feels burdensome. It is unfortunate, as this surgery was once considered to be of excellent standard.

Long phone waits for limited appointment slots

This practice and the NHS seem to be declining in quality. I spent half an hour on the phone this morning as the first person in the queue, only to be informed that just one appointment slot remained available. That doesn't seem to add up. It appears there's only one clinician capable of having a meaningful discussion and managing prescriptions appropriately, while others appear to ask unnecessary questions. It's disappointing as this used to be an excellent practice. Having been a patient for many years, I'm now considering switching to another surgery before my health condition deteriorates further.

Reception staff were genuinely helpful and friendly

Excellent team overall, with reception staff who are genuinely helpful and approachable. The clinical staff members are competent and personable in their interactions. The practice clearly operates under significant capacity constraints, though the team manages this as well as they can. It may be worth considering whether any frustrations stem from the pressures they face rather than the quality of care itself, and reflecting on whether concerns raised are genuinely necessary or might add to their workload.

Felt reassured and well cared for

A very big thank you to the nursing staff member who took care of my wound. They were patient and kind, and reassured me at a time where I really needed it.

Locum cover let us down when concerns weren't addressed

The practice communicated findings from a heart trace that upon further review appeared to require additional attention. There were challenges in obtaining responsive support, with temporary staff providing limited assistance with concerns raised.

Quick response to morning emergency call

Excellent service. Called this morning seeking an urgent appointment and received a callback within sixty minutes. Outstanding. Very appreciative.

Helpful staff who really listen to you

Excellent medical practice, consistently demonstrates helpfulness and compassion. This has been the finest healthcare facility I have experienced.