Railway Medical Group (Station Site)

Getting an appointment here is nearly impossible

The clinical staff are competent, though securing an appointment presents considerable difficulty.

Staff were helpful and easy to talk to

I have always found the doctors and other staff members to be excellent. The clinical team in particular has been especially helpful. I would recommend this practice.

Long waits and medication errors repeated

I had a very frustrating experience with this practice. There were issues with my medication on two separate occasions within a couple of months, which was concerning. When I needed to book an appointment, I found it difficult to get one at a suitable time. I also experienced lengthy waits on the phone trying to reach someone, only to be told that the person I needed to speak with was unavailable. I was then directed to contact another service and had to repeat my entire situation to them. Overall, this has been the most disappointing healthcare experience I have had.

Friendly staff made booking straightforward

Prompt and welcoming service.

Booking appointments has become unnecessarily difficult

The practice used to offer a more convenient booking system that allowed advance reservations online. Currently, the appointment system appears to require calling at the start of each day and repeatedly attempting to reach the surgery, with the hope of securing an available slot before they become fully booked.

Reception staff made all the difference to my day

I'm not usually one to leave feedback, but I felt compelled to share my experience. After attending an accident and emergency department elsewhere and having a difficult experience, I contacted the practice on a weekday morning. A member of the reception team supported me throughout the day with genuine compassion and exceptional care. I want to express my gratitude because their assistance was instrumental in helping me through a challenging time. This staff member is a real asset to the practice and I'm genuinely appreciative of everything they did to help me feel supported.

Reception staff made me feel genuinely cared for

Excellent healthcare professionals! I haven't experienced any issues with them so far. The entire team, from those at the front desk to the clinical staff, genuinely care for patients and ensure everyone receives the highest standard of care.

Reception staff could be more helpful and kind

The clinical staff are all lovely, very helpful and fantastic. However I've found that some of the reception team can be quite abrupt. I had an issue and when I called back, the person I spoke to made a comment that felt dismissive when referring to my situation. When I rang again at a later time, rather than offering assistance, I received a response that made me feel judged. I felt really belittled by this interaction and I'll be making a formal complaint about my experience.

Accessible building with welcoming reception staff

The facility is thoughtfully designed to accommodate a wide range of visitors. The service provided was excellent.

Friendly staff made me feel welcome

I relocated to the area last September following my retirement. I have consistently received outstanding healthcare from the medical professionals and support staff at my practice. I was recently provided with a Covid vaccination, which was handled very well. I am grateful for the excellent care I have received.

Practice handled difficult times with care

Given the circumstances, the practice has been managed effectively and in a suitable manner.

Supportive care through phone and video appointments

I don't understand why there are so many negative reviews about this practice. I have consistently received excellent care and support, and the clinicians I've seen have made extra effort to help me through remote consultations during challenging periods. I'm very appreciative of their dedication to continuing to provide care during difficult circumstances.

Long phone hold then left without help

I was placed on hold for an extended period before the call was disconnected. It felt frustrating to have the phone answered only to lose the connection without resolution. Since registering several months ago, I have been unable to arrange an appointment despite making repeated attempts to contact the practice. The staff have indicated that my complete medical history has not been transferred to their system. Given that I have chronic health conditions requiring ongoing management, the lack of access to medical support has been challenging. While I recognise the NHS faces considerable demands, I feel the service I have received falls short of what is needed.

Impossible to get an appointment here

This practice is disappointing. Even those with professional connections to nearby healthcare facilities struggle to secure appointments here.

Impossible to book an appointment here

The service is excellent when you're able to access it. However, making repeated calls daily to try to secure an appointment has proven very difficult. Availability appears to be a significant issue.

Impossible to book appointments by phone

Extremely frustrating experience trying to secure an appointment The telephone lines become available at 8am When calling at 8am, you receive a message indicating the lines are busy and suggesting you try again later You then attempt calling repeatedly over a 20-minute period at short intervals, only to hear the same message each time Eventually you reach the call queue and following a lengthy wait, you speak with someone who explains that no appointments are currently available today, future appointments cannot be booked, and you must call back tomorrow at 8am This pattern repeats the following day, and the day after, and continues in the same manner This situation likely explains why people resort to using emergency services for non-urgent matters It's difficult to see what alternative options are available to patients Once an appointment is finally obtained, the team members are genuinely pleasant and the care provided from that point onwards is excellent, but the process of actually booking an appointment feels unnecessarily complicated and time-consuming

Impossible to get appointments, long phone waits

I was disappointed when my previous practice closed and I was transferred to this surgery. While I have nothing against the staff, I find it extremely difficult to secure an appointment. The phone lines are constantly busy and I'm frequently advised to call at 8am, which isn't practical for people dealing with certain health conditions or sleep difficulties. On the rare occasions I've visited in person, the waiting area has been crowded and I've witnessed some concerning behaviour. Overall, this hasn't been a positive experience for me.

Practice merger made things worse

The practice has declined noticeably since the merger took place.

Reception staff were too intrusive

The clinical staff provided good care and excellent service. However, the reception team could improve their approach. I prefer to keep my medical history and personal matters private, and I felt the reception staff were overly inquisitive. They should focus on their primary role of scheduling appointments.

Impossible to book appointments and unhelpful reception staff

Securing an appointment at this practice proves extremely challenging. The pharmacy staff frequently adjust prescriptions in ways that don't seem to work effectively. There is a receptionist whose manner comes across as dismissive and unwelcoming, creating an uncomfortable interaction. Several of the clinical staff appear disconnected, readily referring patients to external services rather than addressing concerns directly, and it was through one of these external services that I gained this perspective. While I recognise the practice faces pressures, I feel the overall management and service delivery could be substantially improved.