Zetland Medical Practice

From Not too good to Superb

From an extremely dangerous and complicated birth that it was believed I would not survive, I am left with multiple physical medical issues and normal life has added to them. In consequence I have needed good health care throughout my life. On coming to Marske in 2001, I registered with Marske Medical Centre, Halls Close and developed an excellent relationship with the staff and one doctor in particular who gave me superb medical and supportive care until they were closed in 2017 when I registered with Zetland Medical Practice. For the first few years I found it very difficult because getting appointments was not easy and when I did get them it was with a variety of registrars who were only with the practice for a few months so there was no continuity of care resulting in me having to explain everything right from the start with each of these people each of which responded differently to the issues presented. It was very frustrating and distressing and left me with no progress for my issues. Probably about 5 years ago I had a telephone appointment with Mrs Yvonne Mineham, Advanced Nurse Practitioner Partner in the practice with whom my husband had previously had an appointment and I had been impressed with her care. I explained my difficulties and requested continuity of care and she asked with whom I would like to provide the continuity and I told her I wanted it with her. Since that time I have had regular appointments with her and she deals incredibly well with all the day to day issues to the extreme height of professionalism and genuine care. She also sees my husband on the same basis now he has significant healthcare needs. Her personal interest, listening and care is outstanding and I cannot explain in words how lifechangingly valuable that is. In the event of the current issue specifically requiring a doctor or other specialist staff member she arranges that so that I am left with no problem accessing the right clinician. Same for my husband. Over the years through this arrangement, we have consulted with Nurses Megan and Victoria and others, Paramedic Donna, Physiotherapist (sorry cannot remember her name), Mrs Andrea Barron, Dr Ross Huddleston, Dr Allan Osbourne, Dr Alex Jones, and the absolutely marvellous, extremely caring and professionally competent Dr Giles Horner. When I have any dealings with the Receptionists or Admin staff, they too have been friendly and very helpful. This level of friendly, caring, competent professionalism has made a dramatic difference in our healthcare confidence and peace of mind. Having been a Practice Manager myself for 25 years I know the extreme pressure all staff members have to work under – more and more so as demand has increased year on year but funding has not matched the demand. There are not enough words in the dictionary to describe my own and my husband’s appreciation. Certainly, I found there was much to be desired of the standard of care some years ago in this practice but now it is definitely one of the best and I would undoubtedly recommend them to the highest degree. Mrs J B J Fletcher

Called back quickly and felt properly listened to

Excellent service from beginning to end. My details were taken and I received a call within an hour. I spoke with a member of the clinical team and felt genuinely heard throughout the conversation. The entire staff took positive action and provided great support.

Long waits and no blood test needles available

The waiting time to see a GP was approximately one month. I was seen by a clinical associate who addressed some of my concerns and took my blood pressure. I requested blood tests through the practice but was told they were unable to provide them, citing a lack of equipment. After my local representative's office contacted an NHS clinical director on my behalf, I was informed that equipment shortages in the area were not an issue. I was then referred back to my original location. As an older patient and long-standing taxpayer, I felt uncertain about where to turn next. The experience was not satisfactory. I did not receive any follow-up care or the tests that had been discussed. I have since moved my care to a different practice. I felt let down by the lack of support provided, and the subsequent response I received did not adequately address my concerns or the difficulties I experienced.

Reception staff were genuinely helpful and kind

This practice is excellent and operates with great efficiency and professionalism. Appointments consistently run on schedule, and the reception team are always tremendously supportive and attentive. I would strongly recommend this practice to others. 😁

Felt listened to and understood during appointment

The healthcare professional I saw was very kind and understanding, patiently listened to my concerns and discussed treatment options with me. I was grateful for their approach.

Reception staff made booking blood tests easy

Today I spoke to the receptionist regarding arranging some blood tests and they were so helpful and very kind, thank you.

New appointment system works really well

I have been pleased with the recent changes to how appointments are arranged and managed.

Quick appointment and minimal waiting time

I didn't have to wait long after arriving before being seen, and I was able to get an appointment within a couple of days of calling. The clinician I saw was lovely as always, very attentive, and provided honest guidance on the available treatment options. They also kindly discussed an additional matter that wasn't strictly necessary, which I appreciated as it meant I didn't need to make another visit 😊.

Staff were polite and made me feel heard

Every member of staff has been polite, professional and exceptionally helpful. During my recent visit, I had a blood test carried out by a staff member who was exceptional. The procedure was painless and went smoothly. The healthcare professional demonstrated a really professional and friendly approach throughout.

Helpful staff who really listened to my concerns

Very helpful and thorough in investigating all aspects of my concerns. The healthcare professional provided excellent support and assistance.

Reception staff made me feel comfortable calling

The staff member I spoke with was absolutely lovely and didn't make me feel judged for calling about my health concern. They were very professional yet also friendly, and I'm glad I reached out to them.

Felt genuinely cared for during my visit

I was seen by the healthcare staff who conducted my blood test and the clinician with warmth, compassion and attentiveness during my visit today.

Reception staff were genuinely friendly and helpful

I cannot fault this medical practice as they look after myself and family very well and I would personally rate them 10/10. The clinical staff always make time to speak to me with any concerns I have. From the reception team to the nursing and medical staff, I find them all to be very polite and friendly and always very professional ⭐️ ⭐️ ⭐️ ⭐️ ⭐️

Doctor took time to listen properly

The healthcare professional was attentive and provided valuable assistance.

Quick referral and clear explanations from friendly staff

Attended an appointment where I was seen promptly and given a referral without unnecessary delay. The clinical staff were approachable and attentive to my concerns, taking time to explain matters in a clear and understandable way.

Medications removed without proper pain relief plan

I felt disappointed with my experience at the practice. I believe the clinicians did not adequately address my documented long-term conditions or follow the guidance provided in correspondence regarding pain management. Rather than maintaining my existing pain relief arrangements, medications were withdrawn without offering alternative support or a comprehensive plan. I was offered limited resources to manage my ongoing pain, which has significantly impacted my quality of life and mobility. I was concerned that despite having multiple medication reviews within a short timeframe, there was no thorough assessment of my various diagnoses or discussion about a forward-looking treatment strategy. When I requested additional appointments to discuss my pain management needs, these were declined on several occasions. I felt my concerns were not taken seriously and that I was not believed regarding the severity of my pain. I was troubled by what I perceived as a lack of care for patients with serious long-term conditions. I felt that my requests for help with pain relief—support I had previously received and which my hospital consultants were aware of—were dismissed. I believe the approach taken has made my situation worse rather than better, and I felt unsupported during a difficult time. I have serious concerns about the standard of care I received and would welcome a review of my treatment.

Quick response from friendly and helpful staff

The practice demonstrated a prompt response time, and the clinical staff were approachable and supportive throughout the appointment.

Practice won't book appointments without speaking to child

Registering at this practice has been frustrating. I struggled to book an appointment for my child and after waiting two days for a callback, I was told that written consent was needed before proceeding further, despite having been able to register them initially. The practice keeps insisting they need to speak directly with my child, which has been difficult given their communication needs. I would not recommend registering here.

New booking system made appointment straightforward

Having recently been assigned an appointment through the new booking system with a paramedic clinician, I received excellent care, a comprehensive assessment and diagnosis. Everything was explained clearly and compassionately, and a follow-up appointment was arranged promptly. I am very satisfied with the outcome and the positive impact this care has had on my health. The clinician's commitment to patient care is a real asset to the practice.

Helpful consultation with time for discussion

I don't attend often but my experience this morning was really positive with a trainee clinician. The consultation was excellent, very informative and compassionate, and there was adequate time for discussion around my medication concerns. Thank you.