Merrow Park Surgery

Quick appointment for urgent wound care

I required a wound dressing and was concerned about the risk of infection, so I was reluctant to accept the waiting period that my usual surgery could offer. Fortunately, another clinic was able to assist promptly. The way they communicated with me was outstanding, and the healthcare professional I saw demonstrated professionalism, efficiency and a genuinely helpful approach. I am very grateful for their support.

Couldn't get an appointment when needed

"APPOINTMENTS UNAVAILABLE" - As a result, this surgery has become unhelpful for my needs. It is unfortunate as I previously had a positive experience with the service provided here.

Reception staff go above and beyond here

As a patient of this practice for 40 years and previously very satisfied with the service provided, I have found the contrast with the current management approach deeply disappointing. It is understandable that the recent CQC review of what was once a highly regarded surgery identifies areas requiring improvement. The reception team work hard and go above and beyond, but the level of medical staff turnover is concerning. This appears to be linked to management style and approach. What was previously an excellent practice focused on patient care now seems oriented towards other priorities. Previously, multiple doctors ran full surgeries daily, including Saturday mornings, with on-call cover for nights. Currently, no doctor appears to work a full week. Appointments that were once available the next day, aside from emergencies, are now scheduled weeks in advance and frequently offered as telephone consultations only. While these were necessary during the pandemic, they should no longer be the default unless specifically requested. Despite being disabled, in poor health, and requiring regular medical attention, I have been seen in person by my assigned doctor only once. My doctor has changed three times in recent years. There is one doctor I would prefer not to see, despite medical necessity, due to previous negative interactions. I experienced a raised voice in the surgery when attempting to clarify a matter regarding a family member's previous care, when the information provided was inaccurate. I would urge the practice to consider improved management structures, increased medical staffing, expanded team capacity, extended surgery hours, and a return to a more patient-focused service model.

Booked quickly for health check appointment

Notified of entitlement to a health check. Booked in within a week. Really great manner and rapport with the staff member. Really impressed.

Phone consultations lack preparation and continuity

The quality of care appears to depend significantly on which clinician you interact with. There was a substantial delay of 45 minutes beyond the scheduled time for a telephone consultation. The clinician began the call with a general opening question rather than demonstrating prior knowledge of the reason for contact or what might be needed from the appointment, particularly given recent healthcare interactions elsewhere. It seems that the shift towards telephone-based consultations has reduced the expectation for clinicians to take a more proactive approach or demonstrate additional effort in supporting their patients.

Helpful staff who answer queries promptly

We have been with the practice for 2 years and all the staff have been incredibly helpful and supportive. The clinical team has been exceptional and nothing is ever treated as a problem. Our queries are consistently answered promptly. Thank you for the excellent care and support you have provided to my family and me.

Friendly reception made the visit pleasant

Excellent experience.

Always there when I needed support

Consistently available and demonstrates genuine care and consideration.

Reception staff rolled their eyes at her

My elderly mother, I believe, has not been treated well. She was experiencing significant joint pain and felt she received poor care when she managed to attend the surgery for appointments. On each occasion, the clinician has been unavailable to see her. Additionally, a member of the reception staff displayed dismissive body language towards her when she was visibly distressed and required assistance returning to her vehicle. I feel the standard of care has fallen short of what should be expected. I intend to pursue this matter further and am considering arranging for my mother to register elsewhere. I have already sought guidance on this issue. I find this experience deeply concerning and am very disappointed and frustrated by what has occurred.

Practice stopped medication without warning

The practice discontinued my medication without informing me beforehand. When I contacted them by phone, they were initially unhelpful until I explained that I was experiencing health concerns. I was told I could arrange an urgent telephone consultation with a clinician at a specific time, but this call never took place as scheduled. It is concerning when patients are not kept informed about changes to their treatment or when agreed appointments are not honoured.

Friendly staff and a peaceful waiting room

The reception staff were welcoming and the waiting room was peaceful. The appointment booking system worked well.

Dismissive approach left me feeling unheard and upset

My sister attended this surgery before relocating and consulted with two practitioners at the practice. She would not recommend either of them. She found one to be dismissive and felt the other displayed an even more problematic demeanor. According to her account, she has never experienced such a poor attitude from a GP. One practitioner referred her for tests at a hospital and then, during a subsequent appointment to review the results, made no mention of them and appeared unaware of the reason for her visit. She felt he was rude, dismissive, and lacked empathy throughout the consultation. She left the appointment distressed. She believes GPs should review patient information before appointments to ensure they are aware of relevant details and previous referrals they have made. She felt his conduct left her without a proper diagnosis and appropriate care for an extended period. Her condition was not diagnosed appropriately until she consulted with another GP elsewhere. She would advise others to avoid both practitioners at this surgery. She was very dissatisfied with her experience.

Quick appointment once I got through the queue

There was a slight delay before being seen, but the appointment itself moved along swiftly once I was called through for the vaccination.

Knowledgeable approach to skin concerns

I'm impressed with the level of expertise demonstrated, particularly regarding dermatological concerns.

Practice went the extra mile for support

The practice has demonstrated excellent service during challenging circumstances. As a patient, I have found they have made considerable effort to provide assistance and support whenever needed. I am genuinely appreciative of their commitment. Many thanks.

Friendly staff made me feel welcome

This is a wonderful practice with a genuinely welcoming and approachable team.

Emergency prescription sorted quickly while away

During a recent time away, we misplaced our medication supply. The local surgery demonstrated excellent efficiency in promptly arranging an emergency prescription to be sent to a nearby pharmacy, which we greatly appreciated. The team consistently proved to be both helpful and efficient throughout the process. We are very thankful for their assistance.

Straightforward and efficient surgery experience

Excellent healthcare facility

Friendly staff made booking appointments straightforward

This practice is excellent. The team members are friendly and welcoming. Scheduling appointments is straightforward and any procedures are thoroughly explained and promptly completed. I would highly recommend this surgery regardless of any health concerns you may have. You will feel heard and receive good care.

Friendly and professional care made me feel safe

The healthcare professional I saw was exceptionally friendly and demonstrated a high level of professionalism throughout the appointment. I felt reassured and content with the care I received. I am very grateful for the experience.