The Station Practice
Station Plaza Health Centre, Station Approach, Hastings, East Sussex, TN34 1BAContact details and opening times
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Reviews
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Review titled Impossible to book appointment by phone or online!
Rated 2 stars out of 5
by christopher green - Posted on 24 July 2024
0800 - 0802 calls received out of hours message -next message busy was try later - next message (hope rising that I would speak to a person) continued with information contact details for the practice website to book online. OK - tried this and the only bookable appointment offered is for an enhanced blood pressure test. Totally useless for my required consultation. I have used two practices in the Plaza centre since it was opened. Moved to Station Practice several years back and at first (pre Covid) was able to book an appointment in the usual 0800 method. Since Covid, it seems to only offer scheduled services for vaccinations and periodic checkups with a nurse. Getting to see a GP is almost impossible. I realise that this is probably a similar experience across most GP practices, but the barriers to patient access is totally unacceptable. I am “extremely” concerned at this all time low in the GP service. Please don’t bother to reply with the usual comments about how you are addressing the issues. I read that (according to a previous reply to a complaint) the phone call-back system was supposed to be working for patients booking appointments by phone - it is not, neither is there an operative queueing system - even some glimmer of hope that you will get through. I despair that the simple basics have got into this appalling state!
Visited July 2024
Review titled The Station Practice
Replied on 05 September 2024
Dear Mr Christopher Green, Thank you for your feedback as we take all feedback and access very seriously here at the practice. The practice runs a total triaging system and at 08:00 the lines are very busy, we only hold so many calls in the queue and we do offer a call back system when you are in the queue so you do not have to wait for someone to answer, we can call you back instead. If there was an issue with the call back system i will ask our telephone provider to look into this matter for you for the day in question to which you are relating to. You can also use engage consult to submit your medical query, or by coming into the practice and speaking to a member of reception team. i have checked the system is working today and there does not seem to be any issues. As noted there should have been no reason why the call back system was not working, but i will ask the telephone provider to look into this. Thank you once again for your feedback Kindest Regards Practice Manager
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Review titled delay obtaining vital tablets
Rated 3 stars out of 5
by ALISTAIR WARD-DAVIES - Posted on 16 June 2024
i requested my usual prescription by first-class post on Tuesday 11 June. i work away from home so i can't get to the practice in the week. i went to the pharmacy on sunday 16 June and was told there was nothing for me to collect. this means i have to miss work tomorrow to go to the doctors to find out when i can get my tablets. i only have enough until tomorrow and i will then get very ill, very quickly; never mind the stress of missing vital appointments (i work in law). i hope that someone can help me with this fairly promptly, otherwise i will be in serious difficulties! Alistair Ward-Davies
Visited June 2024
Review titled The Station Practice
Replied on 17 June 2024
Dear Mr Ward-Davies, Thank you for your feedback, I was sorry to read that you experienced an issue with your medication. I have passed your concerns over to the admin team to discuss with you shortly. Please feel free to contact the practice with any other concerns. Kind regards Practice Manager
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 23 June 2024
I would like to thank both the reception and medical staff. As an international visitor with a really bad ear infection and hopping on a plane in a couple of days, I had no idea what to do, but they fit me in with a same day appointment, were friendly, understanding of my situation and happy to help.
Visited June 2024
Review titled The Station Practice
Replied on 24 July 2024
Dear Patient, Thank you so much for your kind and positive review, this has been shared with the practice team, we are glad we were able to sort out the issue. Kindest regards Practice Manager
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Review titled Feeling cared for
Rated 4 stars out of 5
by Marilyn Christine Lacey - Posted on 26 June 2024
I had a telephone medication review this morning. I cannot praise highly enough the pharmacist I spoke to. He explained everything very clearly and listened to my concerns carefully and took them seriously. Thank you so much - I feel better just from talking to him!
Visited June 2024
Review titled The Station Practice
Replied on 24 July 2024
Dear Marilyn, Thank you so much for your kind and positive review, this has been shared with the pharmacist you spoke to. Kindest regards Practice Manager
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Review titled Great staff
Rated 5 stars out of 5
by chris holloway - Posted on 25 July 2024
We had a copd meeting day and it was fantastic, I feel this should be done every 3 months as the information you gain from nurses and others with the same conditions is invaluable.
Visited June 2024
Review titled The Station Practice
Replied on 05 September 2024
Dear Chris Holloway. Thank you for your feedback, we are glad you found this meeting useful, I have passed your feedback to everyone that was involved in the organising of this. Kindest regards Practice Manager
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Review titled Excellent Asthma Service
Rated 5 stars out of 5
by Jayne Rogers - Posted on 24 May 2024
Appalling sinus problems for years particularly in hay fever season stopping me from enjoying summer & participating in activities. Had annual asthma review with Asthma Nurse at Station Practice, extremely thorough, warm, approachable & listened. As a consequence of her thorough assessment she managed to find a solution to my sinus problem which has changed my life & can enjoy summer again. Brilliant service & follow up. Highly recommended.
Visited May 2024
Review titled The Station Practice
Replied on 24 May 2024
Dear Jayne Rogers, Thank you so much for your positive feedback, we are extremely happy we were able to solve your medical issue and that you can enjoy the summer. I have passed your feedback onto the nursing team at the practice. Have a lovely summer. Kindest regards Practice Manager
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Review titled Shocking!
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
I would love to know why it is near on impossible to book an appointment with this practice! You'll receive the message below when trying to use 'Engage Consult' first thing in the morning! Online consultation limit reached We've reached the maximum number of online medical requests that we can respond to today. If you've received this message during our working hours please contact us on if urgent for today. If you've received this message outside our working hours please wait until our next working day and try again. When you try calling the surgery you are at least number 17 in the queue! As for the 'friendly staff' at the practice, as mentioned in previous reviews. They must have been on annual leave when I have attended. Complaints fall on deaf ears and this practice needs a complete overhaul!
Visited May 2024
Review titled The Station Practice
Replied on 29 May 2024
Dear Patient, Thank you for your review, we take feedback extremely seriously. We have a new call back system, if you are in the queue you can request a call back from the practice and a member of staff will return your call without you having to wait in the queue. We release a set number of E-consult slots for patients contacting us through E-consult. We are sorry to hear you have been having difficulties contacting us through E-consult. Sadly you have not left a name so we are unable to contact you directly to discuss further in terms of access or if you felt our staff were not friendly. We have a strict complaints system which is on our website on how to complain directly this is then discussed with the GP partners and management team through monthly meetings to improve any systems and processes brought to our attention. If you feel you need to complain please visit our website. We also have patient access which you can book an appointment directly through online booking. We have also recently changed our appointment system where all patients are now triaged through one of our GPs. Please visit our website for more details. If you wish to discuss further please do not hesitate to contact the practice asking for the reception manager or visit our site to review our complaints process. Kindest regards Practice Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Maxime Ali - Posted on 17 April 2024
After about 2 months trying to book a blood test, wrong information given leading to a wasted trip to (not) get a blood test at the hospital, unable to access their appointments site and being told I can’t book more than a few days ahead anyway and they have no appointments left, having to deal with rude staff and waiting on the phone again while they tell me they want me to go to the website (which I can’t access but can’t get anyone to tell me why I suddenly can’t access it). Finally I left a review here and I get a call from the surgery! And a few days later confirmation of a Dr telephone appointment today between 10.30 and 10.45!! Guess what?! No call. I have now been caller no 5 for about 20 minutes trying to get through to the Surgery to find out why the Dr yet again didn’t bother calling me!! I have no words. It would be funny if it wasn’t so tragic (and potentially dangerous)
Visited April 2024
Review titled The Station Practice
Replied on 17 April 2024
Dear Patient, Thank you for your review, i believe i have just responded to a recent review you have already left. I was sorry to read you felt the staff were rude, please feel free to contact me directly and pass over the names of staff you felt were rude to you and i can discuss with them directly. We cannot answer why you cannot access our website, we have received no other complaints about website access today and i have checked myself and all seems to be working. The doctor cannot always run time with telephone consultations and i can see this was mentioned to you recently, but we do our best to keep to time if we can. If you wish to discuss your issues further please do not hesitate to contact me. Kind regards Practice Manager
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Review titled Impossible to book an appointment
Rated 2 stars out of 5
by Maxime Ali - Posted on 03 April 2024
After staff bombarding me with phone calls which I couldn’t answer because I was at work, I received 2 calls on my day off. The first the lady was very polite and understanding when I said I could only come in on Wednesdays or out of working hours or take a call at lunch. The second call a different lady had no idea about the first call and said she would take me ‘off her list’ and I had to book through the website. Went to the website and there are no appointments available to pre book. Spent half an hour holding my n the phone (as they apparently couldn’t receive messages on line either) to tell them I couldn’t book and then a lady kept calling me ‘her lovely’ (I’ve never met her) and said that if it was a medical problem (they are drs - I wasn’t calling to get my car fixed) I should take time off work and they couldn’t give me a pre arranged appointment. She probably didn’t know how rude she was being but it was extremely condescending. This is simply to discuss my blood test over the phone. The whole process has so far taken over 2 months just to get my blood test. Now it looks like that was a pointless exercise as apparently if you work (even if you have one day a week off) you have to take a day off work for a five minute phone call but you won’t know which day that will be so can’t arrange time off with work and you have to call them to find this holy grail of an appointment while you are on the school run and commuting to work. I don’t think they’ve worked out that tax payers pay for the NHS but they seem to be the very people it will not help. I’m so disheartened by the whole thing.
Visited April 2024
Review titled The Station Practice
Replied on 17 April 2024
Dear Patient Thank you for your feedback. When your feedback was received, one of the reception team contacted you straight away to try and resolve your issue. We try to resolve issues quickly and promptly and can only apologise if you feel the service you have received has not been a positive experience. We completely understand that its difficult to time away from working to attend an appointment or a phone call, sometimes during the day we have to attend to emergencies on site which can delay the GP timings and this can make them run behind schedule. We try to accommodate all of our patients where we can possible. If you were not happy with the way the member of staff addressed you i would be more than happy to have a discussion with them and feedback your comment. You can book via patient access and we release appointments weekly for patients to book but they do go quickly, sadly we do not have unlimited capacity for this. We also have ENGAGE CONSULT which you can access via our website and pass a message/query to us which we will pass to the GP for review. I hope this helps, please do not hesitate to contact me. Kindest regards Practice Manager
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Review titled Feeling cared for
Rated 4 stars out of 5
by Marilyn Christine Lacey - Posted on 22 February 2024
Saw a nurse today for annual blood pressure check-up. Could not have felt more cared for. Answered several queries I had re things too small to bother a doctor with. She made me feel she had all the time in the world (without going over appointment allocation!) and explained everything clearly and carefully. As ever, once you get through the door and actually see somebody, this practice is wonderful!
Visited February 2024
Review titled The Station Practice
Replied on 17 April 2024
Dear Patient, Thank you so much for your positive review, i will make sure we pass this onto the practice nursing team. Kindest regards Practice Manager