Marston Surgery - Cranfield and Marston Surgery
59 Bedford Road, Marston Moretaine, Bedford, Bedfordshire, MK43 0LAContact details and opening times
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Reviews
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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
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. 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 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