Station View Medical Centre

Manager undermined clinical advice without medical training

Management personnel without clinical background who provided guidance that conflicted with the clinical advice given - sympathetic to the wider team in this situation. Became involved in family disagreements rather than maintaining neutrality or seeking complete information before taking a position. Not recommended.

Helpful staff but confusing car park layout

The medical staff were pleasant, though the premises have an awkward layout with challenging access on the sloped terrain.

Friendly staff but parking is tight

The staff were welcoming and approachable. However, there could be more parking availability at the practice.

Helpful and attentive medical team

Excellent medical professionals

Staff showed genuine empathy throughout my care

The team consistently demonstrates a helpful and compassionate approach. A serious health condition was identified following a referral for urgent assessment. Another clinician arranged an urgent hospital referral even when I wasn't convinced there was a significant issue at that time. All members of staff display respect, empathy and work diligently despite challenging circumstances. I have observed how they handle various situations and have been impressed by their professional conduct throughout. I am grateful for the care provided to me over time and believe recognition should be given for their efforts. I would readily recommend this practice to others.

Booking appointments takes forever here

Attempting to schedule an appointment through the standard booking system is remarkably time-consuming and inefficient.

Friendly reception staff made me feel welcome

I have consistently had positive experiences.

Impossible to book appointments through phone queue

Having to wait in line just to be instructed to ring at 8am is frustrating. It's impossible to arrange appointments ahead of time, difficult to secure same-day slots, and the practice seems largely inaccessible, yet they appear constantly overbooked. The standard has noticeably declined across the board compared to how well this practice used to function. While the clinical staff are competent, the administrative and organisational systems are seriously lacking.

Helpful staff made booking straightforward

The staff provided pleasant and supportive assistance throughout my visit.

Receptionist blocked access to medical care

It is difficult to access medical appointments due to barriers at the reception stage.

Hard to book an appointment here

The team members are excellent, though accessing appointments to see them presents a significant challenge.

Long phone queues make booking difficult

The clinical staff are excellent, however the lengthy wait times when calling to book appointments are quite frustrating. After attempting to reach the practice several times without success, I eventually stopped trying. The queue seemed to move very slowly, which was disappointing given how much time appeared to be spent on each call.

Phone queue kept cutting me off repeatedly

I spent considerable time on the phone on two separate occasions today, only to be disconnected after reaching near the front of the queue. This has occurred previously, and the explanation provided has consistently been that there are technical difficulties with the telephone system. I would appreciate if this issue could be resolved.

Long phone queues made appointments difficult

I experienced lengthy wait times when calling on separate occasions, with one call lasting nearly an hour and another around half an hour, after which the line disconnected. I subsequently visited the practice in person to obtain a prescription. While I have no concerns about the clinical staff, I believe the underlying issues stem from management-level decisions.

Practice responds promptly to service user needs

This practice demonstrates exceptional standards and proves highly accessible for the individuals I support. They consistently respond in a timely manner and maintain excellent quality of care throughout. The management team consistently goes the extra mile to address the needs of those I work with. Should other surgeries adopt similar approaches when caring for clients with learning disabilities and mental health needs, it would significantly improve outcomes and ensure all client requirements are properly met on an ongoing basis.

Long phone queues make appointments impossible

Experienced significant wait times when attempting to reach the practice by telephone. Remained in the call queue for an extended period without apparent progress. Noticed similar feedback from other patients regarding phone accessibility issues.

Professional team who really listened

Outstanding medical facility. Demonstrates professionalism, empathy and approachability.

Complaint process let me down completely

I experienced poor service and felt that time was being wasted, so I requested to lodge a complaint. I was given an email address to use for this purpose. However, when I sent my complaint to that address, I received an automated response indicating that members of the public are unable to use that particular email address. I have not received any further response since then.

Surgery doors weren't open at opening time

I arrived at the expected opening time this morning and found the surgery was not yet open. This ongoing issue with accessibility has been frustrating, which is why I have decided to switch to another practice. I have found this surgery to be unreliable.

Reception couldn't find the doctor I was seeing

I would advise against using this practice. The management and organisation at this medical centre appears to be significantly lacking. I have experienced numerous issues during my time as a patient, though I cannot detail all of them within this review, so I will focus on the most recent concerns. After experiencing prolonged pain that was eventually diagnosed elsewhere, I was advised by my GP to research the condition myself online and report back with findings so that appropriate treatment or referrals could be arranged. While I am uncertain if this is standard practice, it seems unusual that the diagnostic responsibility would fall to the patient rather than the clinician. Following this consultation, I received an appointment letter and attended at the scheduled time. After waiting over thirty minutes, during which several other patients were seen, I asked a staff member about the delay. They indicated they were unfamiliar with the doctor's name I was waiting for. Upon returning to reception, staff expressed confusion and uncertainty about how to proceed. I eventually left a message and received another appointment letter for the same doctor at the same location, though I remain uncertain whether they will be present. The practice previously sent me a text requesting blood tests. When I called to understand the reason, I was told the staff had no information about which doctor had requested them and no clinical notes were available. When I called to request a prescription, I waited approximately one hour and thirty-five minutes to speak with someone. Once connected, they asked me to specify the medication dosage required. This information should reasonably be determined by a clinician and recorded in my medical history, rather than being a question directed to the patient. Frustrated by these experiences, I requested to lodge a formal complaint. During the call with management, I was told that if I wanted better service I should seek private care. When I mentioned my long-standing relationship with the practice, I received a dismissive response. I was informed the lengthy wait time occurred because staff were on lunch break with minimal cover, and when I suggested improved messaging about lunch hours, this feedback was essentially disregarded. The call ended abruptly. The interaction felt unprofessional and dismissive, with no attempt to address my concerns constructively. I am concerned about the organisational standards and level of care being provided at this practice.