Marston Surgery - Cranfield and Marston Surgery - Ratings and reviews
Reviews
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Review titled Unable to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 19 October 2023
I cannot book an online appointment - every time over the last few years, no appointment slots have shown. This morning, I called the surgery at precisely 8:30am to book a telephone appointment but got an automated message saying the surgery was not open. I then hung up and rang back immediately to get an automated message saying that all the appointments for the day had been taken. Later in the day, I rang the surgery regarding how I could book an appointment only to be told that I need to call in the morning at 8:30am. I am now unable to book an appointment at all. Cannot recommend this surgery
Visited October 2023
Marston Surgery - Cranfield and Marston Surgery has not yet replied.
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Review titled Not fit for practice.
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
I have lived in many areas with obviously different GPs and never experienced such a strange 'service'. Erratic is probably the best way to describe them. It's as if they couldn't be less interested in health care. Trying to get through their system is near on impossible, for example they take forever to respond to (if at all) to communications, when my partner required a blood test and was told to collect a form from the surgery the staff refused to let them collect it even though they (my partner was in the reception) because it was busy and told to call the reception! You would expect that a surgery with a high volume of elderly people would have some understanding of the effect and effort it takes to get there and be as careing and helpful as possible. It appears that their whole setup is devised to discourage people from using them. I would recommend that they as a surgery hold an urgent consultation/review/meeting with a reasonably sized group of their patients to devise an improvement strategy. The views I have mentioned in this review are not just my own but widely held about the practice. Sorry for being so blunt but unfortunately it needs saying.
Visited October 2023
Marston Surgery - Cranfield and Marston Surgery has not yet replied.
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Review titled very poor service
Rated 1 star out of 5
by Anonymous - Posted on 29 August 2023
I moved house 18 months ago. It has taken me 8 months to register with the surgery. Now I am registered, I have called to book appointment to have my prescription medicine reinstated in teh portal but it is taken weeks . Several calls at 8.30am in the morning - waiting on the queue for up to 1 hour, no more space to see or speak with GP, the appointments scheduled and those appointments cannot be found in their system. So sad and disappointing. Typical example is call on 25 August, waited for 50 minutes, appointment booked for GP to call me on 29 August. There was no call and when I called the surgery, I was told that there is no record of my call to the Surgery and no appointment booked. is there another surgery that I can be directed to please?
Visited August 2023
Marston Surgery - Cranfield and Marston Surgery has not yet replied.
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Review titled Need to add high priority to emergency calls
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2023
If I could rate 0 I would. I tired 2 days in a row called 8.30 on the dot to only be in a queue of 20 plus. Then finally finding out they had zero appointments. Fyi this was for my 1 year old with severe chest infection and temp of 42. They advised 111 and was told if I went to urgent care I would be prioritised. 111 couldn't get me an appointment at Marston so I ended up going to urgent care and they did not at all prioritise. I was left in a waiting room for 6 hours. First time I've felt really let down. Was only offered antibiotics, this should have been easy through GP and saved me and my daughter a very stressful day.
Visited April 2023
Marston Surgery - Cranfield and Marston Surgery has not yet replied.
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Review titled If you can avoid this practice do it
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2023
If you have a working job then the most specific time they can give you for a phone call is there opening hours. So if you have no signal at any point you just don't get a call. Do not recommend if you cannot get there in person. I have also been told 3 different opening hours by 3 different people and 1 time I called in and the practice was shut early with no warning.
Visited April 2023
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 11 April 2023
Dear Patient. Thank you for your feedback. Please be assured that we take all patient feedback very seriously. We hope our response helps to address your concerns and provides you with the assurance that our Partnership has taken this complaint seriously. I am very sorry that the service you experienced fell short of the model we strive to deliver to our patients. I have acknowledged your comments, and I would like to clarify our position at the surgery. We do understand the needs of our patients and we would like to reassure you that patient care is paramount and at no time is patient care comprised. Our Practice is currently offering the maximum number of appointments that we can safely provide our patients. There will always be a limit of appointments that any Practice is able to provide for their patients in accordance with available resources of time, rooms, personnel, and often demand for our services exceeds the capacity and resources that we have. As I hope you will understand, General Practices across the UK are facing un precedented level of demand for their services, caused by additional factors, such as population growth. I am sorry that you have experienced high call volumes at the time of calling the Practice on separate occasions. I appreciate that when the phone lines are busy, this can cause some frustration. I also appreciate that at times you have been unsuccessful in securing a same day appointment with an appropriate clinician. That said, we do have limited availability for patients to pre-book an appointment two days in advance with an appropriate clinician, should they not be successful in securing a same day appointment. I am sorry if you were not given this option at the time of your call. To support patients further, the Practice participates in Extended Access, where an appointment can be made via the Practice between the hours of 18:30-20:00 Monday to Sunday, subject to availability. Patients also have the option to call NHS 111 for medical advice for non-urgent or non-life-threatening concerns, which you have accessed on this occasion. We are sorry that NHS111 did not prioritise your child, however, this concern we ask you to discuss with NHS 111 directly. We have also launched a new online consultation platform, Doctrin, where patient access to the Practice has improved significantly. Our Practice was closed from 12:30-16;30 on 29 March for staff training. Information of practice closure days are available on our website, and a voice mail on our telephone answerphone. Please contact the Practice directly where we will be happy to discuss your concerns further Lisa Marotta Practice Manager
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Review titled bizarre
Rated 3 stars out of 5
by Bruce Kitchener - Posted on 07 April 2023
I have had an ongoing subdural haematoma and wound infection resulting in further hospitalisation. Release from hospitalisation 15th March into the practise for follow up care - new drugs and insulin. No instruction has been provided or follow up to hospital notes - this is now scheduled for 11th April. More drugs required collected via 111 as continuation supply was incompatible with 'pen' provided, otherwise 5 days without insulin. Patient denied online re-order on line until after Easter more than 2 weeks from hospital discharge
Visited March 2023
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 11 April 2023
Dear Patient. Thank you for your feedback. Please be assured that we take all patient feedback very seriously. I am very sorry that the service you experienced fell short of the model we strive to deliver to our patients. We would kindly ask that you contact the surgery directly on 01234 766551 to discuss your concern further. Lisa Marotta Practice Manager
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Review titled New Doctrin on-line service
Rated 5 stars out of 5
by Anonymous - Posted on 24 November 2022
Thank you for listening to feedback from patients and making accessing a doctor all that more simpler and with less stress. I found this new on-line service easy to use and responsive, well done.
Visited November 2022
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 28 November 2022
Dear Patient. Thank you for your feedback, which we greatly appreciate. We will continue to listen to all patient feedback, and work with our patients to improve services provided by the Practice. Many thanks Lisa Marotta Practice Manager
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Review titled Thank you
Rated 4 stars out of 5
by For: A Williams - Posted on 05 October 2022
I would like to say a big 'thank you' to all the staff for looking after my dad so wonderfully at the flu clinic on Saturday. He is quite unsteady on his feet (being elderly and having arthritis)and easily gets cold and when I explained this he was immediately welcomed into the building to sit and wait for his turn in the warmth. ( The norm for this clinic is to wait in the car park until you are called in). As staff passed him they kept checking he was ok with kind words and a friendly smile,and when it was his turn the doctor came and gave him his jab where he sat to save him extra walking which was so very thoughtful. Everyone's kindness on a day when you were all extremely busy was very much appreciated.
Visited October 2022
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 06 October 2022
Dear Patient. Thank you for positive and kind feedback. Your feedback is very important to us and is very much appreciated. Your feedback will be shared to all staff. Lisa Marotta Practice Manager
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Review titled Scarily Bad
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
It is impossible to get an appointment at this surgery. The receptionist will not book appointments in advance. The online system is reserved for "prescription based queries". Every time I have tried to book an appointment I am told to call back the next morning but because everyone is being told the same thing then all the appointments are booked by the time you can get through. It is the same process every morning. Yet when I recently took a sample into the surgery (which they lost and asked me to do again) they were telling a woman that they were accepting new patients. To add further insult to injury (pardon the pun) I received a letter recently stating the the surgery have plenty of availability if you want a health check for £200! When you are ill you need to have access to a doctor without all this rigmarole. This surgery is failing it patients. Why has tax payers money been spent during lock-down on increasing the size of a waiting room that never has more than one or two patients in it? Why take on more patients when you cannot service the ones you have?
Visited October 2022
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 27 October 2022
Dear Patient. Thank you for your feedback. Please be assured that we take all patient feedback very seriously. We hope our response helps to address your concerns and provides you with the assurance that our Partnership has taken this complaint seriously. I am very sorry that the service you experienced fell short of the model we strive to deliver to our patients. I have acknowledged your comments, and I would like to clarify our position at the surgery. We do understand the needs of our patients and we would like to reassure you that patient care is paramount and at no time is patient care comprised. Our Practice is currently offering the maximum number of appointments that we can safely provide our patients. There will always be a limit of appointments that any Practice is able to provide for their patients in accordance with available resources of time, rooms, personnel, and often demand for our services exceeds the capacity and resources that we have. As I hope you will understand, General Practices across the UK are facing un precedented level of demand for their services, caused by additional factors, such as population growth. I am sorry that you have experienced high call volumes at the time of calling the Practice on separate occasions. I appreciate that when the phone lines are busy, this can cause some frustration. I also appreciate that at times you have been unsuccessful in securing a same day appointment with an appropriate clinician. That said, we do have limited availability for patients to pre-book an appointment two days in advance with an appropriate clinician, should they not be successful in securing a same day appointment. I am sorry if you were not given this option at the time of your call. To support patients further, the Practice participates in Extended Access, where an appointment can be made via the Practice between the hours of 18:30-20:00 Monday to Sunday, subject to availability. Patients also have the option to call NHS 111 for medical advice for non-urgent or non-life-threatening concerns. Very soon, we will be launching a new online consultation platform, where patient access to the Practice will improve significantly. Please contact the Practice directly where we will be happy to discuss your concerns further Lisa Marotta Practice Manager
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Review titled Disappointing Practice!
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2022
I have been struggling to have the doctor call me after booking an appointment with this practice. It doesn't happen. I keep staying with my ailment without being able to consult a doctor. On some occasions, I visit A & E for emergencies. The A & E handles the emergency aspect and refers me to the GP which does not take anything seriously. I decided to change GP because of this.
Visited September 2022
Review titled Marston Surgery - Cranfield and Marston Surgery
Replied on 21 September 2022
Dear Patient. Thank you for your comment, and I am sorry to hear of your concerns regarding the service from the Practice. Please be assured that we take all patient complaints very seriously. I am very sorry that the service you experienced fell short of the model we strive to deliver to our patients. Please accept our apologies for the distress this has caused. Unfortunately, I am unable to investigate your complaint as you have not provided your details. To help us resolve your concerns, please kindly contact the Practice directly and we will be happy to look into this further. Thank you Lisa Marotta Practice Manager