Railway Medical Group (Station Site)

Friendly reception made the visit pleasant

Positive

eConsult made getting help straightforward and quick

I rarely need to visit my GP, but when I recently required an appointment, I found it challenging to secure one. The receptionist recommended trying eConsult, which I found straightforward to navigate and received a reply within a day. The service was excellent. I recognise that receptionists face a tough role, managing patient demand when appointment availability is limited and handling the inevitable disappointment this causes. They handle this demanding situation remarkably well, and I have great respect for how they manage it.

Struggling to book appointments and reach reception

Unable to secure an appointment and now required to interact with an automated system for prescription refills. Took time off work in an attempt to book a consultation only to be advised to ring back the following day. Unfortunately, unable to commit further time away from work on a speculative basis. Would prefer the previous arrangement that was in place previously.

Receptionists need better appointment booking training

The reception staff could benefit from improved training and professionalism, as their service standards appear to have been inconsistent for some time. There have been difficulties with the appointment booking process. However, the clinical staff have been excellent.

Appointment booking process needs improvement

Attempting to secure an appointment proved extremely difficult. I made an attempt on one day without receiving any response. When I contacted the surgery directly, I was instructed to call back the following morning at a specific time. After ringing at the suggested time, I eventually got through shortly afterwards, though I was offered an appointment with a different clinician than the one I had hoped to see.

Long waits for appointments that run late

The appointment scheduling at this practice has been problematic, with sessions consistently running behind the times they were originally arranged for.

Reception staff made booking difficult and unhelpful

The reception team could be more accommodating and understanding when booking appointments. The waiting time for a telephone consultation was quite lengthy, which was disappointing. Most of the clinical staff are genuinely pleasant, but the difficulty lies in navigating the initial booking process at reception.

Phone system cuts you off after waiting

Having managed a veterinary clinic for more than two decades, I would not have survived in business for half a year operating under the standards I have encountered at this practice. The administrative team demonstrates minimal compassion, and there appears to be a concerning lack of morale throughout the organisation. The telephone system frequently disconnects callers after approximately 20 minutes on hold. Continuity of care is limited, as different clinicians are seen on successive visits, and on two occasions I was advised to schedule separate appointments rather than having additional concerns addressed in the same consultation. The digital records system has caused errors with my prescriptions multiple times, and the patient portal now indicates that repeat prescription services are unavailable at this location. Overall, the practice feels disorganised and poorly run. The nursing staff represent the only positive aspect, displaying genuine warmth and professionalism, though some have appeared somewhat dissatisfied with their working environment at the practice.

Couldn't get through to speak with anyone

I have been trying to reach a doctor for several days without success, and each time I call I am redirected elsewhere. All I want is to get proper support for my health concerns, but I feel the practice is not taking my situation seriously. I have had serious health issues in the past that required emergency care, and I am frustrated that the doctors do not seem to care about helping me now. The service feels inadequate and unhelpful.

Worth the wait for proper answers

May have waited around 50 minutes for the appointment, but it was certainly worthwhile. Hopefully some clarity will come from the visit. Thank you.

Felt genuinely listened to and supported

This is a fantastic medical practice. The clinicians are so caring and understanding, helpful and cheerful. I always feel safe discussing my concerns with them and I am delighted with their actions and support.

Can't get an appointment here

My friends and I have taken to calling this practice by a different name, as it appears nearly impossible to secure an appointment there.

Appointment system fails when you actually need help

The practice does not appear to meet patient needs effectively, with appointment slots limited to brief morning sessions that are allocated solely on a first-come, first-served telephone basis. It may be worth considering whether seeking care here is worthwhile, given the difficulty in securing timely appointments. The response to concerns came considerably later, well after the initial need for an appointment had passed. This raises questions about how many patients may have experienced similar delays during that period. It is notable that the practice was notably more responsive when contacting patients regarding preventative services with associated incentives.

Quick phone appointment booked same day

I called the surgery at the designated time and after answering a couple of routine questions, I was able to see my doctor within an hour. The service was excellent.

Booking struggles and unhelpful reception staff

It proved quite difficult to secure an appointment, and following what felt like an unhelpful interaction lacking in understanding, I decided to lodge a formal complaint. This resulted in an appointment being arranged promptly. I arrived early for my scheduled time but then waited over an hour before being seen by a clinician. During this wait, I noticed that other patients who arrived after their appointment times were called in ahead of me. The reception team came across as indifferent and unhelpful throughout. Overall, the experience was disappointing. I would rate this one star, though I would give a lower rating if the system permitted it.

Impossible to get an appointment here

This practice seems to be struggling to meet patient needs. I simply want a brief appointment but keep being turned away. I follow the booking procedure, calling at the designated time and managing to get through shortly after, yet I'm repeatedly told there are no available slots. As a taxpayer, it's frustrating that when I need to access NHS services, I'm unable to do so. The current system doesn't appear to be working effectively.

Struggled to book appointments when needed most

I have three young children and have found it frustrating to be repeatedly told that appointments are unavailable. When I eventually managed to secure an appointment after waiting several days, it became clear that my children required medical attention for a respiratory condition. I have attempted to book appointments multiple times by calling at 8am, only to experience either being disconnected due to a full phone queue or being informed that no slots are available. The appointment booking process at this practice has been disappointing. Additionally, I have had interactions with reception staff that I found unhelpful, and this experience appears to be shared by others I know who have also attended the practice.

Couldn't get through on the phone

I found the experience disappointing.

Quick appointments when health concerns arise

I hadn't needed to visit my GP until recently and I must say the service provided has been excellent. When I presented with what appeared to be a potentially serious concern, I received a triage assessment and was able to see a clinician the next day. A hospital referral was arranged and I was seen there within three days. Fortunately, the issue proved to be less severe than initially feared, though I did need to return this week with the same concern. On this occasion, I was again seen promptly on the same day and received reassurance from the clinician, who also arranged a referral for a separate matter. I was subsequently seen at the hospital the following day. Having previously worked as a medical receptionist, I understand how demanding the role is, particularly given the current pressures on the service. I would encourage patients to be patient with reception staff, as they can only work within the constraints and availability they have on any given day.

Impossible to book appointments despite early morning calls

Getting an appointment feels incredibly difficult, even when calling at the recommended early morning time. The same-day appointment system seems ineffective when the majority of people cannot access it. Obtaining a prescription refill requires speaking directly with a GP, and the wait time of several days has left me unable to access my regular medication, which significantly impacts my daily functioning. This process feels frustratingly inefficient. However, when an appointment is secured, the clinical staff are professional and helpful.