Merton Medical Practice Reviews Summary

Appointment Scheduling

Pros:

• "They particularly stood out in the care of my young child: they always manage to fit him in for an urgent appointment if needed."
• "They release appointments at 8am daily, which can be booked by either calling the surgery, or by using Patient Access app/website."
• "Usually get telephone consultation same day."

Cons:

• "The incorrect appointments were booked in and were cancelled 5 minutes before the appointment time."
• "You can never book in advance have to call in the morning and hope you get in."
• "Hour long wait times to get through to reception."
• "Any time you asking for appointments they simply say we are fully booked."
• "You will be offered 5 to 6 week wait times for an appointment."

Reception Staff Attitude and Experience

Pros:

• "The new reception team here are amazing!"
• "My most recent appointment was met with a very helpful receptionist."
• "The receptionists were very helpful and polite."
• "Friendly and helpful receptionists."
• "Reception staff were lovely, only waited 10 mins extra past my appointment time which is quite quick!"

Cons:

• "Honestly, anytime I’ve ever dealt with this place it’s the rudest reception team imaginable."
• "Reception staff are rude and useless."
• "Rude, with attitude problem, not being helpful to patient."
• "Receptionist Tyler Etienne is been so rude."
• "Receptionist gave me attitude when I asked her to repeat herself."
• "The phone call system doesn't work, the receptionists very unhelpful."
• "The receptionists are truly horrible to deal with."
• "Booking appointment for children 5 months these two gangsters at the receptionists denying to book an appointment."
• "They literally just stared at me when I entered the premises, no greeting, no inquiries, no 'hi' - just a low-budget Medusa impression."

Doctor's Care and Expertise

Pros:

• "I left the surgery feeling extremely satisfied after my appointment with Dr Arash Poorghobad."
• "Both Dr Gautam Narayan and Dr Arash Poorghobad always endeavour to go above and beyond."
• "She's the first doctor that has made me feel that I was listened to."
• "Consultants friendly, approachable and thorough."
• "Staff have dealt with very professionally and compassionately."
• "The doctors are very professional and helpful."

Cons:

• "The consultation with Dr Patel Mirali was a bit rushed."
• "Doctor Nalini in particular is so rude and impatient."
• "Some doctors are incredibly condescending and are unable to actually listen or retain information."
• "The doctors are rude, some of them are too stressed out they treat their patients in a disrespectful and unsympathetic manner."
• "One of the GPs declined and hung up on my mum when she asked for a blood test."
• "One the GPs prescribed the same medication I told them I had allergies from."
• "Very rude Doctors with apparently no time for basic manners."

Clinical Services and Medical Care

Pros:

• "Had two experience with two different nurses here and they were both so lovely and reassuring throughout the process."
• "Clinically the doctors and nurses have always been good."
• "Other GPs were very good, so can't say it's all bad."
• "The Practice has always been professional and courteous to me. Effective and efficient."
• "I don't understand why there are so many negative reviews. I've found all of the doctors to be pleasant and understanding."

Cons:

• "Absolutely terrible, for 3 times now I had the wrong diagnostic."
• "Nurses giving no show without informing reception or patients in advance."
• "One GP one didn’t even ask to take my baby out of pram and take a hat off to see her neck - said she is fine, I am sure she is fine. No thorough checks."
• "The most basic services are not performed properly."
• "Refused to give a physical examination when needed, and I felt like I was being dismissed."
• "Prescriptions are often wrong or missing items."

Facilities and Accessibility

Pros:

• "Clean and tidy clinic."
• "Facilities are modern and clean."
• "The surgery premises are nice and clean."
• "Parking space is available."
• "Good access for disabled patients."

Cons:

• "Building is not very accessible, had issues with my wheelchair."
• "No privacy at the reception, everyone can hear what you are saying."
• "The waiting area is cramped and you have to stand."
• "The toilets are always dirty, not enough maintenance."
• "Lack of toys or books to entertain children while waiting."

Communication and Follow-up

Pros:

• "Good follow-up after appointments."
• "Reception staff do try to message the GP if there are any issues."
• "The practice sends reminders for check-ups and vaccines, which is helpful."
• "I was kept informed about the delays."

Cons:

• "They don’t answer phones or emails."
• "Terrible at following up after sending you for tests."
• "No one ever calls back when they say they will."
• "Had to chase them for a referral which was never done."
• "Poor communication between staff, resulted in lost test results."
• "Never got my test results until I called multiple times, and they were significant."

Overall Satisfaction

Pros:

• "Overall, I am happy with the service provided."
• "Considering the pressure that the NHS is under, they are doing a good job."
• "I am overall satisfied with the medical attention received."
• "My family and I have been attending for years and have no complaints."
• "This place has greatly improved over the past couple of years."

Cons:

• "My overall experience has been very disappointing."
• "The level of care has drastically dropped over the years."
• "This has been the worst medical practice I have been registered with."
• "Unhappy with the overall experience. Considering changing surgeries."
• "I have lost all faith in this practice."