Seaton Park Medical Group

Weeks to get appointments and not listened to

I have experienced significant difficulties with the service at this medical practice. Obtaining an appointment requires a lengthy wait, and when seen, I felt the clinical approach was inadequate. There were inconsistencies in advice between different visits, and I did not feel my concerns were properly heard. Over an extended period spanning more than two years, I attended multiple appointments regarding persistent digestive symptoms without receiving a referral to specialist services, despite the severity of my symptoms affecting my ability to eat normally. The explanations provided focused on anxiety and mild functional issues. A subsequent emergency department visit identified more serious underlying conditions. I felt frustrated that my symptoms had not been appropriately investigated earlier, as earlier diagnosis would have been beneficial. Following my expression of dissatisfaction with my care, I noticed additions to my medical records that I dispute, and I received a warning regarding my behaviour during interactions with staff. I felt these actions did not accurately reflect the circumstances. I believe there are significant concerns about the quality and responsiveness of care provided by this practice.

Surgery ignores clinic emails about treatment

If anyone wanted evidence on why the NHS should be reconsidered, they might point to this medical practice. A healthcare clinic I have been receiving care from has made multiple attempts to contact the surgery via email to coordinate upcoming treatment. On each occasion, these communications appear to have gone unaddressed. The situation has escalated to the point where I felt compelled to lodge a formal complaint with the relevant regulatory body.

Friendly staff and efficient online booking system

I switched to this practice last year and I have to say I find it to be excellent. Every member of staff I've come across has been friendly and supportive. I make use of the online service, and while I understand it's not suitable for everyone, I find it to be very efficient and it suits my needs well.

Reception staff dismissive, concerns not properly listened to

If I could rate this practice 0 I likely would. A clinician at this practice caused considerable distress following what felt like a patronising and dismissive appointment. There appears to be a 'do not care' culture amongst several clinicians at this practice which seems inconsistent with NHS values. I felt unheard during my consultation, my medical background was not taken into account and my health concerns were dismissed. The written record of the appointment contained inaccuracies which caused further upset. This matter has been escalated to the integrated care board. If you have the option to seek care elsewhere, I would recommend considering that.

Online repeat ordering system keeps removing medications

Ordering repeat medication through the online system at this surgery has become increasingly difficult. Last month, a couple of medications were removed from the online ordering service, and this month significantly more medications have been removed from the same system. Medication is crucial for managing physical health, mental wellbeing, and pain relief. Now I have to submit online requests to resolve this issue. This situation has caused considerable stress, particularly for patients with disabilities who rely on the convenience of online ordering. Greater accountability and consideration for patient needs would be appreciated. 😕

Poor communication between pharmacy and doctors next door

I attended the practice at 8.15am after dropping my wife off at work, but there was no coordination between the pharmacy and doctors regarding medications they were unable to obtain. Despite being located next to each other, the communication between these departments was poor, mirroring the issues with the practice's digital system. Over a 9-hour period, I repeatedly contacted both the doctors and pharmacy about my wife's medication, which they could not source. However, the pharmacy staff did not proactively contact the doctors next door to inform them of the issue. The prescription was marked as urgent, yet nothing was resolved despite my efforts. The situation was frustrating, particularly when I visited on Thursday and found the doctors' doors closed while staff appeared to be socialising. Friday brought no improvement. The practice's digital system does not appear to be functioning effectively. For patients like myself who are less comfortable with technology, this creates a barrier to accessing care, as it seems to discourage direct conversation with reception staff, who are located nearby. I must acknowledge that one pharmacy team member provided exceptional service. However, another pharmacist's pace of work was notably slow, and the overall service in the pharmacy was inefficient. On multiple occasions, queues formed outside while staff were not actively serving customers. On one visit, I waited approximately 15 minutes while staff appeared to prioritise socialising over attending to waiting patients. After 9 hours of repeated contact and despite the urgent marking, I received no barcode for alternative pharmacies and no follow-up communication. I am deeply disappointed by the lack of coordination. Additionally, information I provided in the practice's digital system was not reviewed by the doctors, leaving me without necessary pain relief and struggling with mobility. However, I found the face-to-face appointment process with the doctors to be excellent. Check-in and being called through happened promptly and efficiently.

Appointment requests require too much detail upfront

I find the appointment request process quite challenging. There's a requirement to provide extensive detail about my symptoms before having any opportunity to consult with a healthcare professional. I experienced a viral illness in mid-November, and approximately a month afterwards I developed significant throat inflammation and lost my voice. During a telephone consultation, I was advised to allow the condition to resolve naturally. A fortnight passed with no improvement in my ability to speak, so I arranged another appointment. At this visit, I was prescribed antibiotics, and following the initial dose my throat began to improve noticeably. I feel the medication could have been offered at an earlier stage. This prolonged illness has had considerable impact on both my work and personal life.

Quick response to online health forms

During my visits to the practice, I have consistently had a very positive experience. When I submitted my health concern through the online system, I received a call back promptly and was offered an appointment to attend in person. The clinical staff and administrative team have been exceptionally friendly and supportive throughout my interactions with them.

Phone callback promised but never came

You contact the practice to discuss a significant medication concern and provide your information, with the understanding that a clinician will return your call. However, the call has not yet been received. This has been disappointing.

Booking system frustration outweighs clinical care

While I hold considerable regard for the medical and nursing professionals who provide care to patients at this practice, I feel that the appointment scheduling system is generally problematic. Some staff members tend to direct patients to the online booking platform in a manner that feels impersonal, and the process itself appears unnecessarily lengthy and complicated. I was recently informed that I could not reserve an appointment in advance because I was temporarily away from my usual residence. I had hoped that pre-booking would streamline the triage process and allow me to select a time that worked well for my circumstances. Additionally, I have been advised that telephone appointment bookings are no longer available and that I must use the online system instead. I find this approach to be lacking in user-friendliness.

Impressed with the appointment booking process

Highly satisfied with this practice.

Staff kept redirecting me to do it myself online

The staff attitude here was quite disappointing. On each occasion when contacting the practice or visiting in person to request assistance, I was consistently directed to handle matters independently through the online system. It left me questioning the purpose of having staff available if they are not providing direct support.

Friendly staff made me feel genuinely heard

I have been a patient at this practice since late 2024 and have had a very positive experience. All of the clinical staff members I have encountered, whether in person or during telephone consultations, have been excellent and professional.

Appointments come through quickly and staff actually listen

People tend to leave feedback here mainly when they've had negative experiences. I've been a patient at this practice for over a year now and have found them to be consistently helpful. Coming from a previous surgery where I faced lengthy waits of up to three weeks for appointments and received care from various practitioners when I felt a doctor was more appropriate, as well as experiencing issues with test administration, this practice has been a marked improvement. They manage to see me within a week as standard, often sooner, they handle administrative matters efficiently and are responsive to patient needs. I have no issues to raise and have consistently found the team to be friendly and supportive. The clinicians I've seen have been approachable, attentive, and genuinely listen to concerns.

Felt like just a number here

Disappointing level of service and attention. The practice appears to prioritise certain systems or providers over others, which creates a sense of being treated as merely another patient rather than receiving personalised care.

Appointment offered on a closed day

Was offered an appointment on a day when the practice is not open. I'm certain I have the correct practice. I'm not sure why I continue to try.

Receptionist cared but doctor never followed up

My mother contacted your surgery on a Friday morning, expressing serious concerns about my wellbeing and safety due to recent health matters that have significantly affected both my mental and physical condition. I have been struggling considerably and felt quite desperate, so my mother explained to the receptionist how unwell I was feeling and how much I needed support. The receptionist was genuinely helpful and compassionate during that call. However, several days have now passed without any response from the surgery, and my condition has deteriorated further. I am finding it increasingly difficult to cope with my health situation. I cannot recommend this surgery to others who are seeking meaningful medical support, as it appears that the reception staff showed more genuine concern for my welfare than the clinical team has demonstrated.

Receptionists helpful when calling in regularly

I have been a patient at this practice since relocating to the area in 2014. The service has consistently been excellent, particularly given my recent health needs and the frequency with which I require appointments, whether face-to-face or by telephone. The clinical staff have been wonderful and readily available whenever I need support, and the pharmacy team has been equally helpful. The reception team have always been courteous and pleasant to interact with during phone calls.

Helpful reminders and attentive staff here

This is a good doctors surgery. The medical staff are excellent and the nursing team are equally impressive. I'm familiar with several members of the team and appreciate how they keep me informed about my appointments through text messages.

Switching practices due to poor experience

I would rate this experience much lower if possible, and I am currently in the process of changing to a different practice.