Martlesham Surgery - Ratings and reviews
Reviews
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Review titled Very hard to get through to doctor, but that is point.
Rated 2 stars out of 5
by Anonymous - Posted on 22 April 2024
Painful screeching classical music and constant bombardment with three messages, makes long waits incredibly difficult, but my guess is that is the point. Sadly the portal does not allow you to check or request more than a single thing. It signposted me to A&E rather than a straightforward appointment. After that I cannot connect for 24hrs, or have to endure the usual 40 plus minutes trying to get through to secretary/ receptionist. Once there you will be told to go back to anima, the 'online firewall' that stops conversations with doctors. I can walk to the surgery quicker than they ever answer the phone. Once through to a doctor the service is wonderful. Just wish the patient focussed staff training extended beyond the clinicians.
Visited April 2024
Martlesham Surgery has not yet replied.
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Review titled Patient-centered approach across the practice
Rated 4 stars out of 5
by Kayleigh - Posted on 09 February 2024
I've been a patient with this surgery for several years and have historically had some less than positive experiences with both reception and nursing staff but have recently had 2 very positive experiences and so wanted to highlight the change I've seen recently, particularly with surgery staff being so much more patient-centered in their approaches, with much improved communication. I know I can't name anyone as this review will then not be shared but I'm hoping this can be shared directly with all staff at the practice so that those involved can hear how much I appreciate the caring and clear communication approach they used. Firstly I reached out in Jan 2024 for wellbeing support and was seen, in person, by a male paramedic member of staff. He provided me with lots of time to talk and I felt genuinely listened to. He asked lots of questions about my lifestyle and mental health history and so it felt like he was really considering my wellbeing from a holistic perspective. His communication skills and sensitive approach stood out to me, especially when discussing treatment options as again he took a holistic approach to this - referring me for blood tests to rule out anything physical, providing short-term medication to help in the interim, and supporting me to identify lifestyle changes and psychological support I could access to take some agency over my wellbeing. I think most importantly, feeling heard and validated through his communication style stuck with me. Secondly, I attended the surgery in Feb 2024 for my routine cervical screening. I had previously had a negative experience of this so requested a chaperone both for the protection of myself and the nurse carrying out my screening. Despite this being a last minute request, a particular member of reception staff went above and beyond to make arrangements for herself to act as a chaperone for me (she is trained as chaperone), recognising that it was important to me to be able to feel more comfortable during the screening. During the actual cervical screening, the nurse I saw also extended this sensitivity and clear communication, using gentle humour and talking me through the process in detail to ensure I knew what was happening. She took her time, not rushing, and checking that I was comfortable and as relaxed as possible which helped to make the screening easier for all involved. Once again it was the patience, sensitivity, and clear communication used by all the staff I interacted with that meant I came away feeling cared for.
Visited February 2024
Martlesham Surgery has not yet replied.
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Review titled Excellent care
Rated 4 stars out of 5
by Ellen Jackson - Posted on 01 February 2023
I used ask my GP today. A phone call from a very friendly receptionist within half an hour. A face to face appt within 2 hrs. Couldn't ask for any more.
Visited February 2023
Martlesham Surgery has not yet replied.
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Review titled Lockdown has helped improve service
Rated 5 stars out of 5
by Anonymous - Posted on 11 October 2022
Using the 'ask my GP' system allows triage and on the day appointments to be managed efficiently. It can feel they are a GP and a nurse short, but they work well with what they have. Referrals out are prompt. Only negative is sometimes need to ask more than once through the service if the initial enquiry is complicated or reply is insufficient, but that's just a few extra hours or a day. Can get frustrated with complex health needs, but am happy with how things are working.
Visited October 2022
Martlesham Surgery has not yet replied.