Railway Medical Group (Station Site)

Contact details repeatedly mixed up on e-consults

I've found my experiences at this practice to be inconsistent. The clinical staff display varying approaches to patient interaction, ranging from dismissive to overly forceful. When I submitted an electronic consultation regarding urgent concerns affecting both my mental and physical wellbeing, there were difficulties with contact information. Despite providing my correct phone number, the practice appeared to contact alternative numbers on file instead, which caused frustration and delays in receiving a response. While some practitioners have been genuinely helpful and compassionate, others have seemed dismissive of my concerns, treating them as exaggeration. As someone who is neurodivergent, I've felt that the practice lacks adequate training in this area, leading to misunderstandings about what constitutes typical presentation. There have been instances where I've felt overlooked by the service. I recognise that managing a large patient population is demanding work. One particular clinician showed genuine understanding when I presented with a significant ongoing health issue, though the underlying problem persists and I'm currently seeking further support. I acknowledge that some people I know have felt their documented medical evidence and diagnostic imaging have been disregarded by practitioners who minimise their symptoms. I hope this practice will work towards improving these aspects of patient care and service delivery, as these standards are important for healthcare quality.

Long wait with no explanation offered

I recently attended an appointment and experienced a significant delay of around half an hour before being seen. No explanation was offered for the wait. During the consultation, I found the clinician's manner to be somewhat dismissive and lacking in approachability, which made the interaction feel rather uncomfortable.

Repeated phone calls required despite online forms submitted

Requires improved training in supporting neurodivergent patients. I submit online forms to request sick note extensions, yet over the past two months I've been required to make phone calls instead. Last month I had to call four times to obtain the note following my online submission, despite the correct extension start date being visible on my previous documentation. I've detailed my difficulties and their impact through multiple form submissions, but despite circumstances worsening, I've received no practical support, advice or guidance. Comments made have left me feeling there's little prospect of meaningful help. Despite the practice being aware of my executive function challenges, they continue to require me to phone for sick notes. On one occasion I became frustrated with the process, and while I recognise my response may have been disproportionate, I was subsequently told the matter would be escalated to management and my sick note was withheld. I was promised an update about when I'd receive information about the outcome, but this never came. This approach is damaging to mental health and wellbeing. If this were an isolated incident with one individual, the pattern of treatment would be concerning. The practice previously handled this process well, but standards appear to have declined significantly.

Struggled to see the same doctor consistently

I personally had no issues with the staff members I encountered. However, I did lose confidence in some of the clinicians I was seeing and found it challenging to secure appointments. I was uncertain about who my assigned doctor was, and I can honestly say I don't believe I ever saw them. This is the core of my concern. I genuinely believe that effective care requires continuity with the same healthcare professional, so they can develop familiarity with my circumstances and needs. I felt that practitioners reviewed my medical history and formed opinions before our consultations, showing limited engagement with or understanding of my specific concerns, which is why I valued the prospect of consistent appointments with the same person. I recognise this isn't always feasible, but I hope this will improve when I move to a different practice. There is more I could mention, but this isn't the appropriate forum. I understand the response may be that this situation occurs across many practices, and perhaps it does, but that doesn't address my own experience. I am moving to a new surgery after a considerable period and am hopeful that matters will improve.

Reception couldn't explain the appointment delay

Arrived for a scheduled vaccination appointment early in the morning. Despite being one of the first patients of the day, I experienced a significant wait and was not called within a reasonable timeframe, forcing me to leave to attend another commitment. When I informed the reception staff about the delay, they were unable to provide any clarification. The overall experience felt disorganised for what should have been a straightforward procedure. I found this quite frustrating.

Reception staff unhelpful with delayed eConsult response

Hindering to patient care. Submitted an online consultation request to obtain vaccine boosters. Did not receive a response within the promised timeframe. When attempting to follow up on this, staff indicated they could not proceed as the relevant eligibility window had passed. Transferred to another practice. Would not recommend this surgery as reception staff could have been more welcoming.

Doctors listened and explained things well

I have visited on several occasions over the past couple of years and have been very satisfied with the care I received. The clinicians I saw took time to listen to my concerns and provided clear explanations about my treatment plan. The service from all staff members I encountered was excellent.

Couldn't get through on the phone line

If there was a worst doctors award in the country, this practice would definitely be in the top 3. I cannot wait to relocate to a different area and register with a different surgery. There should be more choice of healthcare providers in this locality instead of the current limited options. Residents deserve the opportunity to seek alternative care, and some may never experience a higher standard of service than what is currently available here, which falls short of expectations.

Reception staff dismissive when raising concerns

The reception staff came across as unhelpful, with an attitude that seemed dismissive of concerns. I felt frustrated by the lack of accountability for issues that arose. I am considering giving the practice another opportunity before deciding on next steps. I have concerns about the overall standard of service provided and feel that the quality does not reflect well on the organisation. Update - the staff have continued to be unhelpful and appear unwilling to take responsibility for the difficulties I have experienced. The service has been disappointing and I question whether resources are being used effectively. I remain dissatisfied with my experience.

Receptionist was dismissive when updating pharmacy details

I contacted the practice this afternoon to notify them of a change to my pharmacy arrangements, as I had been advised to do. The receptionist who took my call displayed a manner that I found to be dismissive, condescending and unhelpful in addressing my request. I have noticed various comments from the site management praising the staff as being supportive, dedicated, kind and empathetic. However, based on my interaction today, I must respectfully disagree with this assessment. I was disappointed by the standard of service provided during my call and would encourage others to consider practices where staff demonstrate genuine care and commitment to their patients rather than appearing to view the role merely as employment.

Reception and doctors delivered under pressure

I'm pleased to say my experience at this practice has been positive, which may differ from other feedback. The service I've received from all staff members has been excellent, and this has been maintained even during what appear to be challenging and demanding circumstances.

Impossible to get an appointment when needed

The availability of daily appointments feels inadequate. I have called every morning at 8 am for more than a week without success. A clinician had specifically requested to see me as I am experiencing significant difficulties with my wellbeing. My medication has been increased to its maximum level and I am struggling considerably. I am unable to eat, sleep or function properly. When I expressed to the reception team that I was in distress, I was asked to call back on Monday. This response has left me feeling frustrated and unsupported.

Online forms beat the phone queue here

I really enjoy attending this practice. It's understandably hectic given the expanding population in the area and the difficulty in recruiting additional medical professionals. The entire team has been consistently friendly, compassionate and courteous throughout my visits. The digital platform is excellent and I particularly appreciate being able to submit my concerns through an online form and receive a prompt reply, which eliminates the frustration of lengthy telephone queues. I hope the practice continues to maintain this high standard of care.

Well organised Saturday booster clinic

I appreciated the excellent service provided by the team during the vaccination clinic. The appointment was well-organised and the staff demonstrated professionalism and care throughout. Thank you for delivering such a positive experience.

Receptionist was patient and helpful with booking

I had no difficulty contacting the reception team, who demonstrated a friendly and helpful approach while assisting me with scheduling. I was able to see a clinician the same day, and the appointment went smoothly. Thank you.

Hard to book an appointment here

It would be beneficial if appointments were easier to obtain.

Impossible to book an appointment here

The appointment booking system is extremely frustrating and the reception team were not helpful in resolving my issue. I called at opening time but found myself far back in the queue. When I eventually got through, I was unable to secure an appointment due to unexpected scheduling constraints on the day I contacted them. This experience was disappointing and left me feeling the service was inadequate.

Parking issues made appointment access difficult

The parking situation is quite problematic, as it can be difficult to find an available space when arriving for appointments. On occasion, there may be a wait to secure a spot, and it appears that some of the occupied spaces are used by visitors to nearby shops rather than patients attending the practice.

Getting an appointment was tough but staff were caring

While securing an appointment presents considerable challenges, my recent interactions with both clinical and administrative staff have been exceptional. They demonstrated responsiveness, compassion, composure and warmth throughout.

Phone consultations felt genuinely helpful and thorough

I have had nothing but good service the 2 times I have been. I saw a healthcare professional who was amazing, and I had a phone consultation with a doctor, honestly, he was hands down one of the best doctors I've spoken to such a gentleman and a great down to earth no nonsense doctor. My partner said the same when she visited and the treatment has helped me from being quite restricted to actually being more mobile can't thank you all at the medical centre enough