Railway Medical Group (Station Site)

Impossible to get an appointment here

This practice feels ineffective and uncaring about patient wellbeing. Appointments are extremely difficult to obtain, which undermines the purpose of having a medical service available. The phone system is frustrating, with callers directed to ring back the following morning only to receive the same instruction again. It appears there is little genuine support available to patients. Overall, the service feels inadequate and disappointing.

Helpful staff and efficient self-check in system

I felt compelled to share my feedback after noticing some critical comments, as my own experience has been quite different. I have been registered at this practice for more than five years. While I don't have any major health concerns, I have needed to consult with or contact a clinician on various occasions. The sole area for improvement (which prevents a five-star rating) is the requirement to ring at 8am to book an appointment. You should expect to wait on the line for a considerable period. When appointments are fully booked, I have been placed on a callback list and have received a call from a clinician within a few hours. When slots are available, I have been given the option of either a telephone or face-to-face consultation (during the pandemic period, telephone appointments were the only option available and proved adequate for my requirements). I find the telephone appointment option valuable in certain situations, as it allows me to avoid taking time off work to visit the premises. The introduction of self-check-in at the practice has enabled reception staff to attend to other duties, and patients no longer experience delays waiting in queues. Repeat medications can be requested via the telephone service or through the NHS app. Every clinician I have seen has been excellent, and all members of staff I have encountered have been courteous and supportive.

Booking appointments here is unnecessarily difficult

I would not recommend this practice. The booking system appears to be unnecessarily complicated and difficult to navigate.

Impossible to get an appointment here

There's little point trying to book with this practice. Securing an appointment feels nearly impossible. I sympathize with the reception staff who seem to bear the brunt of turning people away constantly. It would be preferable to return to when appointments with a clinician could be arranged within a few days or the following week. The overall service experience has been disappointing.

Smooth check-in and efficient appointment experience

The self check-in process was straightforward, and I was promptly seen for my appointment. A member of the healthcare team successfully took my blood on the first attempt. The experience was satisfactory throughout.

Reception staff handled urgent appointment requests brilliantly

I would like to take this opportunity to commend the reception team at the local medical practice for consistently being courteous and highly professional during telephone interactions. Throughout the many years I have utilised their medical services, their approach on the phone and eagerness to assist have been exemplary. Given the demanding nature of their role and the pressures they face, maintaining such standards is genuinely impressive. When I recently required an urgent appointment, the receptionist demonstrated exceptional efficiency in arranging a consultation with a clinician within hours of my initial contact. This same level of professionalism was evident during my subsequent appointment. I am extremely satisfied with the care and service I received.

Friendly staff squeezed me in when poorly

The staff were very welcoming and were able to accommodate me at short notice when I wasn't feeling well. The clinician I saw was extremely professional and I would rate the practice very highly, despite them operating with reduced staffing levels at the time.

Practice prioritises payment over patient care

The practice appears to prioritize financial matters over patient care. They seem reluctant to prescribe necessary medications, even for those with limited means, and instead encourage patients to purchase their own. I stopped seeking help for my condition because the approach felt dismissive of my needs. The staff seem indifferent to patient suffering and the phones are frequently unanswered, making it difficult to get through to anyone.

Phone queue made getting help impossible

The service has been disappointing. I required a medical note for an extended absence due to a foot injury, but encountered difficulties accessing care. While administrative matters are sometimes handled by telephone, getting through proved challenging as calls were placed on hold for extended periods. Booking appointments with specialist nursing staff or arranging in-person consultations at either location has become problematic. The overall experience suggests significant gaps in how patient access is being managed.

Couldn't get through on the phone today

I attempted to contact the surgery from early morning but was unable to reach anyone. After waiting on hold for an extended period, I became frustrated and gave up trying to get through.

Reception staff were dismissive about availability

I rarely need to visit my GP, but on this occasion I had to due to a throat condition with visible symptoms. The receptionist came across as rather curt and spoke quickly while explaining that no appointments were available. I was directed to speak with the pharmacy instead, which proved unhelpful. After calling them, I was told someone would contact me back, but after two and a half hours I had still not heard anything. When I attempted to reach the pharmacy again, my call went unanswered. Overall, I found the service to be quite disappointing.

Hard to book appointments with limited slots

The reception team provided limited assistance, and obtaining an appointment with a clinician proved challenging. The booking window is quite narrow in the mornings, which likely means many patients struggle to secure the care they need.

Getting an appointment was the hard part

Securing an appointment can prove challenging, but once you manage to do so, the care provided has been of a high standard.

Staff made me feel genuinely listened to

The medical professionals and team members here are of excellent quality.

Practice needs a proper refresh

The premises could benefit from some renovation and updating. The overall appearance seems rather worn and tired.

Well run practice with helpful reception staff

An excellent healthcare practice that is managed very well.

Quick callback and same-day appointment

Called early in the morning and received a callback within a short timeframe, with an appointment offered shortly after. The service was prompt and efficient.

Rushed through appointment without proper concern

Attended an appointment following a significant fall. Was experiencing visible bruising and discomfort. Felt the clinician was primarily focused on returning to normal activities rather than addressing my current condition. Did not feel my concerns were properly considered or taken seriously. Left the appointment feeling disappointed and as though the visit had not been worthwhile.

Couldn't get through on the phone

Not satisfactory.

Phone lines constantly busy during peak times

I consistently experience difficulties when attempting to call between 8 and 8:20, with the line either being engaged or going unanswered. The practice recommends booking appointments online, however online slots have been unavailable due to covid restrictions. This is not an isolated incident but occurs repeatedly. By 8:40, I typically receive a message indicating they are busy before the call disconnects. When I do manage to secure an appointment, I often wait approximately 25 minutes beyond my scheduled time. However, once I am seen, the clinical staff are genuinely supportive and helpful.