Merton Medical Practice - Ratings and reviews
Reviews
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Review titled No record of appointment
Rated 1 star out of 5
by Caroline Griffiths - Posted on 10 March 2023
When at the surgery for my daughter I asked the receptionist how I made an appointment for a smear test. She said she could book it in for me, I book an appointment with her and she gave me a post it note with the date and time. All very helpful. When I arrived for the appointment there was no record of the appointment and it was not possible to have the smear test as the nurse was fully booked. I had taken time off to attend this appointment so it was very frustrating. I asked to speak to the manager but was told she was unavailable as she was in an interview.
Visited March 2023
Review titled Merton Medical Practice
Replied on 10 November 2023
Thank you for your feedback, and I'm so sorry to hear about your concerns. It would be helpful to have raised this directly with the Practice at the time if happened to give us the chance to look into it in details. You can always reach out via emailing the Practice on swlicb.mertonmedical@nhs.net thank you
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Review titled Great experience during my last two appointments.
Rated 5 stars out of 5
by Yuliya Mladenova - Posted on 02 December 2022
I was so pleased to find a significant improvement during my last two visits to the surgery both in a week time . I would say I had experienced previously some negative times with the surgery before(the pandemic) but I can objectively share the recent positive treatment by the receptionists and doctors for me and my daughter .They we’re all kind , supportive and helpful! Well done and thank you for your service!
Visited December 2022
Review titled Merton Medical Practice
Replied on 10 November 2023
Thank you very much or the positive feedback. This will be shared with the team. If there is any suggestion you would like to make to improve the services we offer please do get in touch with a member of the Practice. Thank you
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2022
My sister is a patient and she has complex medical issues. As a result she has given me authority to call the surgery on her behalf. When I visited her today she was very unwell and seemed to be showing the symptoms of a painful UTI, She never likes to "bother the Drs" but I offered to phone to ask for an appointment. I called the surgery at about 12.25 when I was told I was First in the queue. Almost 35 mins later I was still No I. I decided to go to the surgery as I couldn't stand the repeated recorded messages any longer. On arriving at reception I politely told the receptionist what had happened when I was advised that the staff had been too busy to answer the telephone. Whilst I appreciate the heavy workloads staff carry I did not feel this was an acceptable excuse.( After all patients may need to phone sometimes! )
Visited July 2022
Review titled Merton Medical Practice
Replied on 15 July 2022
Dear patient, Thank you for your feedback and I'm so sorry to hear about your experience when trying to access our services. At 12.25pm is not usually our busiest time so I am surprise to hear you waited that long on the phone and wasn’t answered. That makes me think on the possibility of something be wrong with our phone lines. I can potentially carry out an audit on our telephone system to try to ascertain what happened but we would need to know your contact details. If that is something you are happy to share please let us know. With regards to the receptionist, our staff have been trained to provide a good level of customer service to all patients, and in a circumstance like this the first thing they should have done was to apologize for the inconvenience caused to you, regardless how busy they had been, so I am sorry if that did not happen. Rest assured your feedback will be discussed with the team and further training will be provided to prevent this to happen again. In the meantime, may you wish to discuss this further please contact the Practice Manager through the Practice’s contact details. Best Wishes MMP Team