Station View Medical Centre
Average! (24 reviews)
Average! (24 reviews)
Feedback reveals a mixed experience with significant operational challenges alongside positive clinical care. Telephone access presents a persistent barrier, with patients reporting extended wait times, frequent disconnections, and queuing issues that sometimes last over an hour. Appointment booking through standard systems is described as time-consuming and inefficient, with difficulties securing same-day or advance slots. Reception barriers and communication gaps compound these access problems, including unclear information about practice closures and confusion over appointment details. Patients also report concerns about management responsiveness, including dismissive handling of complaints and limited follow-up on formal feedback channels.
In contrast, clinical staff consistently receive praise for professionalism, empathy, and quality of care. Patients highlight helpful and compassionate approaches, with examples of urgent referrals being arranged promptly and attentive clinical assessment. The care experience itself is valued, with staff noted for their respect and diligence despite challenging circumstances.
Organisational inefficiency appears to be the primary concern, with system reliability issues affecting telephone infrastructure and appointment management. Patients suggest that underlying management-level decisions contribute to operational shortcomings, and some note a decline in overall service standards compared to previous performance. While clinical quality remains strong, improvements to administrative systems and communication processes would significantly enhance the patient experience.
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 reveals a mixed experience with significant operational challenges alongside positive clinical care. Telephone access presents a persistent barrier, with patients reporting extended wait times, frequent disconnections, and queuing issues that sometimes last over an hour. Appointment booking through standard systems is described as time-consuming and inefficient, with difficulties securing same-day or advance slots. Reception barriers and communication gaps compound these access problems, including unclear information about practice closures and confusion over appointment details. Patients also report concerns about management responsiveness, including dismissive handling of complaints and limited follow-up on formal feedback channels.
In contrast, clinical staff consistently receive praise for professionalism, empathy, and quality of care. Patients highlight helpful and compassionate approaches, with examples of urgent referrals being arranged promptly and attentive clinical assessment. The care experience itself is valued, with staff noted for their respect and diligence despite challenging circumstances.
Organisational inefficiency appears to be the primary concern, with system reliability issues affecting telephone infrastructure and appointment management. Patients suggest that underlying management-level decisions contribute to operational shortcomings, and some note a decline in overall service standards compared to previous performance. While clinical quality remains strong, improvements to administrative systems and communication processes would significantly enhance the patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Anne W.
4 years ago
Poor!
Long phone queue despite surgery being closed
I previously left feedback regarding an extended wait time while on hold, though I later realised the practice was actually closed on that particular day. I apologise for that earlier comment, but I do think it would have been helpful if the automated system had indicated the closure rather than keeping callers in a queue.
Lisa M.
4 years ago
Bad!
Long wait on phone, surgery was closed
Spent over three hours attempting to reach the practice by phone to request an urgent medication supply, with no success. Eventually made the journey to the surgery in person only to discover it was closed. Found this experience extremely frustrating.
Amanda H.
4 years ago
Bad!
Long phone queue left on hold during lunch
Absolutely frustrating 😡 I started calling at 11.40 and was number 16 in the queue. By 12.20 I was number one in the queue, yet at 12.30 I was still number one in the queue. After half past 12 and still waiting as number one, I hung up and tried calling back, only to find myself on hold whilst it appeared staff were taking their lunch break. Being left waiting on the line for an hour without any communication or option to disconnect was really disappointing.
Kirsten D.
5 years ago
Bad!
Phone lines constantly engaged, results left unreviewed
I have been attempting to reach the surgery for considerably longer than an hour, beginning my calls at 1:30pm and finally reaching an automated response at 3pm. The line remained continuously busy throughout this period, and despite making multiple attempts, each call appeared to coincide with other incoming calls. After eventually speaking with a member of staff following a further wait, I was informed that the results I was enquiring about were not immediately visible on the system. Upon a second check, it emerged that whilst results had been received some time earlier, they had not yet been reviewed by the clinician. I was advised that a message would be passed on, with the suggestion that no news would indicate a satisfactory outcome. This approach has caused me concern, as I have previously relied on similar reassurance only to discover subsequently through a separate enquiry that matters were not in fact resolved as expected. Whilst I recognise that being discourteous to reception staff is inappropriate, I do feel the practice would benefit from improved efficiency. Should the surgery genuinely be operating at capacity, consideration might be given to enhancing telephone infrastructure and potentially reinstating face-to-face appointment options.