Merchiston Surgery
Highworth Road, Stratton St Margaret, Swindon, Wiltshire, SN3 4BFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
Was called to make urgent appointment with my GP. When I arrived the GP asked what did I want to speak about today? Said that I had been requested to make the urgent appointment by receptionist . Dr started talking about something else completely, obviously had not looked at any notes, then repeated what l had previously already been told , no new info .. I have difficulty walking so not great to be given no reason for being there !!!. GP seemed bored and totally uninterested . Offered no help . Total waste of time when others are desperate for an appointment. Used to be a fantastic surgery a long time ago but sadly now it is just a joke . Would not even rate it with 1 star.
Visited August 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient We are sorry that your appointment was unsatisfactory. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Aroon Masih - Posted on 11 August 2023
Over the past couple of years I have experienced excellent service from this Surgery and my Gp. I have found it easy to book appointments, I receive prompt call backs. I have regular messages and calls reminding me to book my annual reviews. On several occasions I have had to request urgent prescriptions which have been issued promptly. My encounters with receptionists both face to face and via telephone have been good experiences they have been Friendly and helpful.
Visited July 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Mr Masih Thank you for your feedback. As a practice we take all feedback seriously, reflect on it and where possible try to learn from it. We have some amazing, supportive patients and Carers, it is always great to hear when we get things right. As you are probably aware NHS staff across the country are working hard in difficult and demanding circumstances receiving positive feedback always makes it that little bit easier! Thank you again, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this response offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Yours sincerely Laura Beach Practice Manager
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Review titled Awful health care centre. Avoid.
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2023
My experience at this facility was deeply unsatisfactory. The doctor I consulted with displayed a dismissive attitude, hastily providing me with website links related to various conditions, leaving me unsure about my own diagnosis. To make matters worse, after leaving the surgery, I unexpectedly received a prescription for medication that the doctor had not discussed with me beforehand. This left me feeling apprehensive and compelled to conduct online research to understand the purpose of the prescribed medication—a concerning and potentially hazardous approach to medical care. Overall, I am left feeling highly dissatisfied and apprehensive about my health concerns, with virtually no hope of having a meaningful discussion with a doctor regarding my multiple conditions. I strongly advise anyone considering this facility to avoid it at all costs due to the myriad issues and lack of proper medical attention I experienced.
Visited July 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We acknowledge that often during a consultation a great deal of information is gathered and shared. This can be quite overwhelming and difficult to retain particularly if you are feeling unwell. It is the responsibility of the clinician to ensure that the patient understands the potential diagnoses and are clear about the next steps in their care. We are sorry that on this occasion you left the consultation feeling that this was not the case. With high demands for appointments and limited time it is standard practice for clinicians to provide supplementary information in the form of leaflets or links to websites following a consultation. This supports patients with understanding the discussions and allows people to review information at their own pace. Further information is often shared by a text message or an email address depending on the settings you have agreed on your patient notes. It is possible to remove your agreement to receive emails and or text messages from the surgery, if this is something you wish to do, please contact the surgery. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this response offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager
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Review titled Absolutely appalling
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
Patients cant get appointments and spend hours on the phone in a que they are told they are unable to join ! Receptionists tell patients to ring the hospital to get pending blood results to be told by the hospital it's the surgerys job to chase results not the patients. On explaining this to the receptionist at the surgery I were told I would have to ring back to make an appointment with a doctor. If doctors are having to deal with chasing blood results which should be the receptionists job it is of no wonder patients cant get appointments. What was once a good surgery has rapidly gone down hill.
Visited June 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We are sorry that you have had difficulties contacting the surgery to arrange an appointment. We are aware that patients continue to experience difficulties and acknowledge how stressful this can be particularly when patients are already feeling under the weather. Over the last 12 months we have worked hard to ensure both the administrative and clinical team are fully recruited to. We have invested in and altered our telephone systems to decrease the time spent on the telephone by individuals. We have introduced pre-bookable appointments and made them available online to reduce the number calls received. Unfortunately, nationally and locally surgeries continue to experience a high demand on limited services in Primary Care. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager
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Review titled Outstanding practice
Rated 5 stars out of 5
by Anonymous - Posted on 30 May 2024
I have been with Merchiston surgery for all of my 65 years and from my own experience, I have found it to be an excellent practice. I feel particularly compelled to say this from being diagnosed last year with a potentially serious condition. From the GPs and nurses to the staff on the phone and in reception, everyone has been so very thorough and caring. I have a friend at another surgery in Swindon and his experiences has made me realise just how fortunate I am to be with Merchiston.
Visited May 2023
Merchiston Surgery has not yet replied.
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Review titled Apalling to the point of useless!
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Pointless, not fit for purpose system. I can only reiterate what others are saying. Rather than have such a long winded automated message after 13 attempts of getting through, and then the long wait,(40mins) why can't they just say at the beginning of the call, that there are no further appointments? For all the nhs messages in the media to get things checked if you have certain symptoms - sure, If only! I shall just hope for the best. Please stop this madness!!
Visited April 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We are sorry that you have had difficulties contacting the surgery to arrange an appointment. We are aware that patients continue to experience difficulties and acknowledge how stressful this can be particularly when patients are already feeling under the weather. Over the last 12 months we have worked hard to ensure both the administrative and clinical team are fully recruited to. We have invested in and altered our telephone systems to decrease the time spent on the telephone by individuals. We have introduced pre-bookable appointments and made them available online to reduce the number calls received. Unfortunately, nationally and locally surgeries continue to experience a high demand on limited services in Primary Care. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager
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Review titled Poor response from an oversubscribed surgery
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2023
Today feeling very poorly after severe chest infection of over two months has left me extremely weak and vulnerable, I am 77. Rang at 8.00 told no appointments or GP call backs. I explained how ill I felt so was told to ring 111. This I did 111 took all details and was told to call surgery back where I should be seen today. Took ages to get through again to Merchiston where the same unhelpful girl said the same applied and to try at 12 noon. Did this and was told on the dot of 12 noon by a recording that all lines taken and to try later. Did this and was then on hold for 45 mins with that mindless music and recordings which if anyone was feeling as ill and stressed as I was it would almost tip them over the edge. The recording gets stuck every now and then so you can be 4 in the queue for an endless time. Eventually got there to explain I had been told I should see someone today and was told sorry that covers 24 hours and there was no appointments or even a triage call. Told to ring again in the morning and go through this waste of time and energy all over again. This surgery is now offering a next to nothing service. Have been with them for over forty years and I have had enough. It isn’t a doctors surgery anymore it is just a pathetic excuse for one. I have no idea who manages it but they are not doing a very good job. It is quite unacceptable. I’m sure there are a very lucky minimal few that get to see a GP but for the vast majority you would have more chance of an audience with the Pope. I am about to look into how I can change surgeries, there has to be better than this awful setup which makes ill people feel they are a nuisance and asking for something quite preposterous to expect to see a GP!
Visited April 2023
Review titled Merchiston Surgery
Replied on 22 September 2023
Dear Patient, We are sorry that you have had difficulties contacting the surgery to arrange an appointment. We are aware that patients continue to experience difficulties and acknowledge how stressful this can be particularly when patients are already feeling under the weather. Over the last 12 months we have worked hard to ensure both the administrative and clinical team are fully recruited to. We have invested in and altered our telephone systems to decrease the time spent on the telephone by individuals. We have introduced pre-bookable appointments and made them available online to reduce the number calls received. Unfortunately, nationally and locally surgeries continue to experience a high demand on limited services in Primary Care. Thank you for raising your concerns with us, we welcome our patients’ and carers’ feedback as this is key to improving the service at Merchiston Surgery. I hope that this letter offers you reassurance that we aim to provide patients and carers with excellent care, outstanding service and we value all feedback. Should you wish to discuss this matter further please do not hesitate to contact me via telephone number 01793 823307 or J83001.merchiston@nhs.net Yours faithfully Laura Beach Practice manager