"Amazing change in standard of care since..."

Since the Marybone practice has been taken over by Brownlow Health last year, I have noted a considerable difference in the standards of the surgery- a change for the better!

Appointments seem to be more available and getting an appointment on the day is always possible now- I have never been unable to get one if I phone early. Sometimes you can even get a bookable appointment on the afternoon of the same day you phone, if you are looking for a specific GP! Phoning at 8AM to make an OTD appointment can take many tries and auto hangs up if the line is busy, so sometimes you have to sit and call 30 consecutive times a second apart before you get on the line. I hope this is changed at some point to put patients on hold in a queue as it can be frustrating. The staff are polite, to the point and efficient at making your appointmemt or taking a query over the phone.

The reception staff arent always well informed on procedure and services provided though they try to find answers, and in the past I have experienced them being quite rude, choosing to ignore waiting patients at the desk and continue their conversations on the other side of the window instead, though I do have to say this largely seems to have stopped lately since the departure of a certain staff member.

The practice itself can feel quite uncomfortable as the waiting room is set up to face the reception desk so all patients there are watching as you wait- I feel that the area may be more comfortably set up as a quad facing into a central space for patient privacy. I cant imagine trying to discuss a sensitive issue in the current setup.

Be aware there is only 1 toilet so if you struggle with incontinence, you may have an issue as if someone else already is in there you will have to wait- again, in front of everyone while waiting and asking for the key.

The practice has an attatched pharmacy which is convenient, particularly if you have issues with certain items being put through regularly due to restrictions- the staff can just nip through and liase with one another.

I would like to hugely commend a resident GP as she is the most outstanding practicioner I have ever encountered and has such a genuine care for patients and the quality of care provided to them. I hope that she recieves recognition for the outstanding work she is doing and for being such a credit to the NHS.