Eden Medical Group
JM
João M. one year ago • From Google
Bad
After approximately a decade with this practice, I have decided to move elsewhere. I am unable to recommend it to others. In recent times, the process of booking an appointment has been the most problematic aspect of engaging with the practice. Arranging appointments through in-person visits, advance booking, or digital platforms is not readily available to patients. The digital services offered by the surgery are limited and of poor quality. The sole method for securing an appointment involves telephoning at 8AM, with no guarantee the line will be available, hoping to join a queue and then potentially waiting between 20 and 60 minutes on hold, only to discover whether any slots remain. Given this is the only viable option, there are significant accessibility concerns for individuals with hearing difficulties, speech impairments, or cognitive challenges. Even for those without such barriers but working standard office hours, the appointment booking process presents considerable difficulty and frustration. The telephone support provided is inadequate and would benefit from employing trained communication specialists who recognise that health matters can be emotionally sensitive or anxiety-inducing. Several years ago, a touch-activated screen was installed in the reception area for appointment confirmations. The screen's response to touch input was frequently inaccurate, indicating a need for proper technical adjustment. - Overall, the standard of patient care at this practice appeared highly variable. Positively, some clinical staff demonstrated genuine attentiveness and appeared committed to providing their best service. Nevertheless, the majority of my interactions with this practice have been unsatisfactory or unremarkable. The roster of medical professionals at the practice changed regularly throughout my time there. - Obtaining copies of personal medical records frequently proved challenging, even in comparison to other healthcare providers. This was compounded by inadequate communication regarding test outcomes or clinical results, whether through postal, text, or telephone contact. Following the introduction of the NHS digital platform, accessing personal records became substantially more straightforward once initially configured. Nonetheless, the practice could receive correspondence from another healthcare organisation and fail to update its records for extended periods until contacted directly, suggesting deficiencies in record management procedures.
Carol H.