Railway Medical Group (Station Site)
Average! (83 reviews)
Average! (83 reviews)
Feedback on this practice reveals a stark divide between clinical care and access to services. When patients successfully obtain appointments, clinical staff consistently receive praise for their professionalism, caring approach, and competence. However, securing appointments presents a significant barrier that dominates patient concerns. The telephone booking system, which requires calling at 8am with repeated attempts often resulting in busy signals or disconnections, creates substantial frustration. Many patients report being unable to access care despite following the prescribed procedure, with some experiencing weeks of unsuccessful attempts. This access challenge is compounded by reception experience issues, including reports of dismissive communication, privacy concerns with sensitive information discussed openly at desks, and limited helpfulness when patients express distress or need support.
Beyond appointment access, additional service gaps emerge across continuity of care, with some patients seeing different clinicians at successive visits and experiencing poor information sharing between providers. Phone system reliability remains problematic, with extended hold times and calls disconnecting after approximately 20 minutes. Waiting times for appointments, once secured, frequently exceed scheduled times. Some patients report concerns about responsiveness to urgent needs and gaps in support for neurodivergent patients. Vaccination clinic experiences and the introduction of digital platforms like eConsult and self-check-in have been positively received where accessible. The practice appears stretched, with some feedback suggesting a decline since recent organisational changes.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback on this practice reveals a stark divide between clinical care and access to services. When patients successfully obtain appointments, clinical staff consistently receive praise for their professionalism, caring approach, and competence. However, securing appointments presents a significant barrier that dominates patient concerns. The telephone booking system, which requires calling at 8am with repeated attempts often resulting in busy signals or disconnections, creates substantial frustration. Many patients report being unable to access care despite following the prescribed procedure, with some experiencing weeks of unsuccessful attempts. This access challenge is compounded by reception experience issues, including reports of dismissive communication, privacy concerns with sensitive information discussed openly at desks, and limited helpfulness when patients express distress or need support.
Beyond appointment access, additional service gaps emerge across continuity of care, with some patients seeing different clinicians at successive visits and experiencing poor information sharing between providers. Phone system reliability remains problematic, with extended hold times and calls disconnecting after approximately 20 minutes. Waiting times for appointments, once secured, frequently exceed scheduled times. Some patients report concerns about responsiveness to urgent needs and gaps in support for neurodivergent patients. Vaccination clinic experiences and the introduction of digital platforms like eConsult and self-check-in have been positively received where accessible. The practice appears stretched, with some feedback suggesting a decline since recent organisational changes.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Kelly M.
7 years ago
Bad!
Don't park in the staff car park
Used the practice car park during my initial visit without realising it was reserved for staff only. Fortunately, someone pointed out my mistake. Best to avoid using the car park if you're a patient visiting the practice 😂
Barbara Y.
7 years ago
Bad!
Phone-only appointments make early mornings difficult
The practice feels overstretched, with telephone consultations being the default rather than in-person appointments. As someone who struggles with sleep difficulties, I find it challenging to call at the standard morning time, and without doing so, accessing a telephone appointment becomes problematic. My metabolic condition is managed elsewhere, but due to differing systems between providers, relevant information doesn't always appear in my records here. My blood disorder care is handled at another facility, and for my mental health concerns, I'm directed to arrange my own referrals. In practice, the appointments seem limited to prescription renewals. I often feel rushed and undervalued, as though my needs are an inconvenience rather than a priority. I cannot recommend this practice to others.
Joy F.
7 years ago
Poor!
Reception discussed my results in front of everyone
Following a telephone consultation, I was advised to attend the local community hospital regarding urinary symptoms. I was deeply concerned to find that details of my symptoms, expected outcome, and test findings were being discussed at the reception desk in full view of other patients in the waiting area. This left me feeling that my privacy and dignity were not respected. I found this experience quite disappointing 😔