The Doctors House, Marlow Medical Group - Ratings and reviews
Reviews
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Review titled terrible service
Rated 1 star out of 5
by Ray - Posted on 31 May 2023
I needed to book for a medical for my Heavy Goods licence to be told its going to be £180 to fill out 2 A4 pages and put a stamp on it daylight robbery the attitude seems to be you want it you'll pay for it. it could all be done in a normal appointment more or less All they seem to be worried about is the money. Not looking after there patents and i only wish there was another doctors surgery local because id be gone also nothing can be done other than 08.30 and 1800 mnonday to friday the hours im at work my last surgery had 2 nights a week where they were there till 20.00 hrs and did saturday mornings till midday im very dissatisfied as a patent not only for my medical but also not being able to Make an appointment. ive been told phone on the day well thats ok if im at home on that day. but being im a truck driver i could be anywhere
Visited May 2023
Review titled The Doctors House, Marlow Medical Group
Replied on 06 June 2023
Dear Ray I am sorry to hear you are unhappy with our service and charges. I am happy to address any complaint you may have via our secure complaints link: https://www.marlowdoctors.co.uk/your-record/feedback-and-complaints/ Our NHS contract does not cover medicals required by professional bodies. A GP has to make themselves available over and above our contractual NHS work. Our professional fees at around £200/hr are less than most lawyers, architects, surveyors and many other self-employed professionals would set for their services. It is not just a simple form request a triple appointment is required for a physical examination as well as the mandatory eye test due to your profession. The fee is in line with a GP’s time to do this work. We check our fees against the list of non-NHS services and feel the charge you have been quoted is in line. We do offer certain out of hours appointments such as with our pharmacy team for medication reviews, NHS health checks and dressing changes. We are also able to offer out of hours GP appointments for some urgent cases. Our Reception team can advise if your symptoms are suitable for these appointments and times you advise you are not available on your Klinik request form. We continue to try to expand our out of hours appointments as we are able. Kind regards Maggi Dunn Patient Services Officer
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Review titled Unbelievable conversation
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2023
Called results line, should have known there might be an issue because the call waiting kept saying “abuse will not be tolerated”. It seemed odd to me, I was trying to imagine why anyone would be abusive - no longer. I am answered after twenty min wait, which is predictable in NHS as systems are created to dissuade all but the very unwell or tenacious. I persist and get answered. I ask about my ultrasound results, to be told the results are with the doctor. Well that’s great, what are the results ? The lady cannot tell me, she cannot tell me when I will hear anything either. In fact she goes as far to say that she cannot tell me anything in case she is wrong. This is the end of our modern world, right here and now. Just imagine, people so bound to some intangible fear that they are unable to commit anything at all. I am now actually less informed than I was before and more concerned, this call has actually made we less well than I was before making the call. I did try valiantly for a few minutes to get her to understand my perspective. Which is this; The Dr sends me for an ultrasound. I’m told the results will be available in 1week. I call up 9 days later to be told nothing. In fact she was unable to give me any type of timeframe. What floors me is not that things get delayed, that’s fair enough. It’s the fact that she was unable to provide me the concerned patient with any sort of guidance on a response. For me the results have entered a black hole, with no idea of when they may exit. If she had told me it will be another week, at least that’s actionable. But to be told she cannot say any idea at all ? What sort of process are they running ? The world revolves around timeframes and process, to be told there is no indication is shocking. What makes it somewhat worse is this is clearly a trend in the NHS because the clinician who did the scan was likewise unable to give me any indication of what he saw, even though he is an expert doing this all day long. So as a patient, I am now fearful that I may have some dreadful condition and yet I also don’t have any timeframe to expect to be informed. If this was a movie this would be a poor joke. As a patient this has made me concerned, angry, upset, frustrated and lacking any autonomy. I have been dehumanised by a bureaucracy that’s incapable of even giving me some guidance as to when I will receive an update. I used to work in the NHS and my experience was positive, nice caring people out to help others in the main. What went wrong ?
Visited April 2023
Review titled The Doctors House, Marlow Medical Group
Replied on 16 May 2023
Dear Patient Thank you for also sending this complaint via our secure website service. I sincerely apologise that our service did not meet your expectations and that the process and timescale were not explained to you. I have responded privately to your complaint and accept your comments how we can improve communications in this area. Kind regards Maggi Dunn Patient Services Officer
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Review titled Great service
Rated 3 stars out of 5
by Dawn Butler - Posted on 23 February 2023
A huge thank you to the practice for being quick to organise and report my results. The doctor went above and beyond and called me before surgery opened. Thank you
Visited February 2023
The Doctors House, Marlow Medical Group has not yet replied.
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Review titled Inefficient and impersonal
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
Ever since my wife and I came to Marlow eight years ago we have had a very poor impression of this surgery. It is impersonal and inefficient. Their online systems are very user unfriendly and would be especially difficult for older people who are not computer savvy. We have had to make two formal complaints over the years. We have no personal relationship with any GP and we do not know which GP, if any, is responsible for us. My wife is on a rolling prescription and there have been several occasions when this has gone wrong causing unnecessary anxiety. This has happened again today (20/1). As far as this latest incident is concerned I had to attend the surgery and also 3 occasions at a local pharmacy. The surgery said that they had put through a prescription order to a pharmacy but the pharmact had no trace of it. The assistant said, "They often say one thing but don't do what they say.". I am not criticising the staff who, apart from one occasion, are friendly and do their best. We are of the view that the ownership and management of the surgery is at fault. The surgery is too big. It would be better if there was some competition within Marlow. At present the management appears to consider that it can take its contract/agreement with the NHS for granted. I should stress that we are not hostile to the surgery. We simply feel insecure and let down. We have done some voluntary work for Marlow Doctors when asked and when COVID and flu vaccinations are being dispensed.
Visited January 2023
Review titled The Doctors House, Marlow Medical Group
Replied on 24 January 2023
I am very sorry to hear you find our services impersonal and inefficient. I welcome the opportunity to discuss your issues to see if there are things we can do to improve your access to the surgery and make your medication easier to manage. All patients at the surgery have a named GP. I am happy to make you aware who your named GP is or this can be confirmed by our Reception team. My contact details are: maggi.dunn@nhs.net, direct line 01628 405570 Kind regards Maggi Dunn Patient Services Officer
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Review titled Thank you!
Rated 5 stars out of 5
by Victoria Perry-Adlam - Posted on 12 January 2023
I just wanted to thank you for the great service we received today. I contacted 111 last night and received a call back in under an hour and a face to face appointment was booked for this afternoon for my son. The Doctor we saw was extremely kind and helpful and really helped to manage his anxiety around the appointment. I know you are under pressure at the moment but the service we received from the practice and 111 was brilliant. Thank you!
Visited January 2023
Review titled The Doctors House, Marlow Medical Group
Replied on 13 January 2023
Dear Mrs Perry-Adlam. Thank you for taking the time to post such lovely feedback, which I have shared with the team and the doctor you saw.
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Review titled Staff are lovely
Rated 4 stars out of 5
by Anonymous - Posted on 17 January 2023
I have had to visit a few times recently due to pregnancy and recent birth. Staff are great when you get to see them, which is always the same day for urgent matters. The practice is severely under resourced like all GP practices currently as demand on their time is high. Admin can be difficult however, once you see someone the care is good, particularly from the nurses.
Visited January 2023
The Doctors House, Marlow Medical Group has not yet replied.
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Review titled Very busy practice....
Rated 4 stars out of 5
by Chris C - Posted on 17 January 2023
Grateful that the practice managed to squeeze me in just before Christmas with an urgent ear problem. With 28000+ patients, this practice is grossly oversubscribed and resources are therefore very scarce. Telephone wait times seem to have come down considerably based on my last few attempts, but I believe this is on account of all appointment requests being channeled via the Klinik app on the website, which I do not find ideal, as very often I would like to explain the issue to a human rather than a website! Very difficult to see a particular GP unless you are willing to wait a few weeks, (the partners are always in great demand), I ended up with a very good locum who immediately drafted a specialist referral letter while I was there, which was good, but did not prescribe me anything as requested, which I desperately needed (to help me sleep.) I ended up making a separate request (via Klinik app) for a prescription, which did not get processed till the New Year (not ideal.) A good practice but so busy and stretched......
Visited December 2022
The Doctors House, Marlow Medical Group has not yet replied.
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Review titled Nasty receptionists
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
Coughing for 30 minutes in waiting area with no update on why the surgery was running late. Got evil eye from other patients because I was coughing. I was extremely uncomfortable and upset at the delay without explanation and my inability to stop coughing when they insisted I go to the surgery and not get a home visit. Went to reception and said "excuse me" 4 times and was rudely blanked and I was still coughing. I am so angry at these peoples lack of care. Can't imagine why people enter this surgery to be treated so terribly. Utter lack of empathy. Waste of time that adds a lot of stress to an already broken immune system.
Visited November 2022
Review titled The Doctors House, Marlow Medical Group
Replied on 16 November 2022
I am very sorry to hear you have not been happy with our service. I tried to apologise to you directly this morning and explain what had happened from the surgery perspective. I tried to urge you to been seen again and booked you an appointment at our Rapid Access Emergency clinic, so that you could be seen without any risk of delay to your appointment, which was declined. It's a shame you have felt the need to complain publicly rather than let me help you directly. Please do get in touch with our Reception team, we are very happy to see and treat you still today. Kind regards Maggi Dunn Patient Services Officer
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Review titled Very responsive to Mum's needs
Rated 5 stars out of 5
by Sarah - Posted on 11 November 2022
As my 86yr old mother's health has been deteriorating, we've come into contact with different areas of the practice - and they have been great. Whether in explaining clearly to Mum what she needs to do and what they're prescribing, to responding to my (sometimes urgent) phone calls to ensure she has the appropriate prescription and/or gets an appointment. From reception, nurses, specialist clinics and doctors, she has had excellent care. Thank you everyone.
Visited November 2022
Review titled The Doctors House, Marlow Medical Group
Replied on 16 November 2022
Thank you for taking the time to share such great feedback for our practice team, which I have shared. Our staff really appreciate receiving such lovely comments.
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Review titled Covid Vaccination Support
Rated 4 stars out of 5
by Adrian Gatcombe - Posted on 17 January 2023
I worked with the Marlow Medical Group as a volunteer at their Covid Vaccination Centre during October and November 2022. The Centre was well organised and worked very smoothly. I had my own vaccination booster there as did several of my friends and we all found it to run like a well oiled machine in a friendly environment. I would definitely volunteer with the Group again if the need arises
Visited November 2022
The Doctors House, Marlow Medical Group has not yet replied.