49 Marine Avenue Surgery
PW
Phillip W. 2 years ago • From Google
Bad
Hoping this review might prompt some resolution or a response from the practice management. This practice has been deeply disappointing. I attended an appointment a couple of weeks ago and was told there were no concerns, with instructions to contact them again if symptoms returned. My partner and I made numerous attempts to reach the practice today, accumulating approximately 4 hours of phone calls. When we finally connected, I explained the issue related to my previous visit. No appointment was offered—neither in person nor by telephone. I was simply told someone would call back as it was an ongoing matter. Four hours passed without contact, so I called again, only to be met with what felt like dismissive and unhelpful responses from staff. I have never felt so uncomfortable contacting a medical practice. The staff members I spoke with came across as unwilling to assist. Obtaining any information proved extremely difficult, and when I asked questions, I received responses suggesting they couldn't help because they weren't clinicians. I was then told I needed to complete a particular form, but when I asked what it was, I received no explanation—just a suggestion to check the website. My initial call at 8am didn't connect until 9:10am, despite both my partner and I trying. When I questioned why I hadn't been offered an appointment or callback option that morning, there was no clear answer. My partner called back at 3pm after hearing nothing for over an hour since my 1:30pm call, and was again told someone would ring back. At 4:15pm, without prior confirmation, I received a message confirming an appointment for 10am the following day. I had already explained that daytime appointments weren't feasible due to my work situation. The only alternative offered was four weeks away. From beginning to end, this experience felt chaotic. Contacting them requires significant time commitment, and when you do reach someone, the interaction feels burdensome rather than supportive. As an eight-year patient, I feel I would be better served managing my health independently than pursuing help here. When appointments do occur, they feel unproductive. I explain my concerns, receive minimal examination, and am sent away with advice to return if things don't improve. When I do return with the same ongoing issue, an in-person visit is still required, despite nothing having changed since the last appointment two weeks prior. This cycle has continued for five to six weeks. I find this approach inconvenient and frustrating. I understand certain treatments cannot be prescribed remotely, but when a patient has already been seen, has explained their circumstances regarding work commitments, and is presenting with the same persistent issue, it seems unreasonable not to consider a telephone consultation to reassess the situation. The inability to do so feels counterproductive. I am seriously considering leaving this practice and would caution others against joining. From 8am through to the final call at 4:15pm—involving 4 hours of phone attempts and waiting—I remain in the exact same position as when I started. I have also noticed the practice responds promptly to positive feedback but appears indifferent to addressing negative experiences or offering apologies. I am extremely frustrated with how today was handled—passed between different points of contact with no meaningful support or resolution. Nothing has been resolved despite all this effort, and I have been told to call back tomorrow, likely facing the same difficulties. This situation feels absurd.
Fairmans B.