Marden Medical Practice
DE
Dave E. 7 months ago • From Google
Bad
I have been with this practice for approximately eight years. Initially, the experience was excellent, and this standard was maintained until relatively recently. However, obtaining an appointment with a clinician has become increasingly challenging. The appointment booking system requires calling early in the morning, which presents difficulties for those with work or childcare responsibilities. When contact is eventually made, there are often many others ahead in the queue, meaning available appointments are typically gone by the time one reaches the front desk. This necessitates calling again the following day, only to encounter the same situation. This pattern repeats throughout the week in a seemingly endless cycle. The system appears fundamentally flawed and would benefit from management review and intervention. When I raised concerns about this recurring problem with reception staff, the response suggested this was an inevitable outcome of the current process. The clinical staff have provided satisfactory care, however the reception team presents a different picture. These staff members appear to act as gatekeepers to medical services, sometimes seeming to operate beyond their remit. The customer service experience is notably lacking, and the approach effectively prevents patients from accessing appointments with clinicians. Rather than adhering rigidly to current procedures, a return to more flexible booking arrangements—allowing patients to call at various times and book appointments as needed—might prove more effective. This approach worked previously and could be reinstated. Similar concerns about reception staff conduct appear in multiple reviews spanning several years, yet the issues persist. This suggests little has changed, and securing appointments remains as difficult as it was previously. The practice management would benefit from addressing these concerns directly rather than providing standard responses to feedback. The reception team's approach has significantly diminished the practice's former standing, and I have since transferred to another provider that offers a considerably better experience.
Nigel E.