Colville Health Centre
PP
Patricia P. 2 years ago • From Google
Bad
I registered with this practice towards the end of 2021. Initially, the service appeared excellent, with clear communication, helpful reminders, and prompt testing when appropriate. From early this year onwards, I have been receiving investigations for multiple health concerns. While an initial appointment was arranged quickly, the standard of care has deteriorated significantly since that point. I found the approach to be lacking in compassion and understanding of my situation. During a telephone consultation following my only in-person assessment, when I was experiencing considerable distress and mobility difficulties, the suggested management was minimal and unhelpful. Furthermore, a referral that should have been processed at my initial appointment was not sent. It took several weeks of my own follow-up before I became aware of this oversight while seeking support with symptom management. There has been no consistent care pathway, and I was informed no regular GP had been assigned to me. However, when I needed to discuss my treatment plan, the assigned clinician was unavailable for an extended period, meaning any discussion would need to be postponed. At this point, I felt compelled to request reasonable adjustments to my care, including written communication and assignment of a consistent healthcare provider. These are standard provisions I believed I was entitled to based on a previously documented health condition. My requests went unanswered. I experienced what felt like dismissive responses regarding my needs over the phone. During periods when I was unable to leave home, others made calls on my behalf and were assured my concerns would be addressed promptly. However, weeks passed with repeated assurances that remained unfulfilled. When I was eventually able to visit in person, I learned the relevant manager had been absent throughout this period and was only just returning. This experience has compounded my distress considerably. The lack of support and responsiveness from a healthcare provider has significantly worsened both my physical and emotional wellbeing. I find this approach unacceptable and deeply concerning from an organisation entrusted with patient care.
Anna N.