CB

Catherine B. 8 years ago • From Google

Rating

Average

Compassionate care needed at drayton road surgery

Several aspects have evolved since the new team and rebranding took place. While most changes are positive, the initial patient interaction should be a smooth and comfortable experience. I observed an elderly gentleman who appeared to struggle with reading or writing, becoming visibly distressed when he was firmly told—not asked—that he couldn't request a repeat prescription without completing the necessary form. He insisted he could manage, but the receptionist came across as brusque and unsympathetic. This staff member was unfamiliar to me, unlike the other receptionists who generally seem pleasant. I urge the team to avoid assuming everyone has equal literacy or confidence, and to treat older patients, in particular, with dignity and respect. Would you want someone addressing your parents or grandparents in such a manner? The phone lines seem perpetually busy, and securing an appointment has become more challenging, with wait times stretching to 2-3 weeks in some instances. However, once I consulted the new nurse practitioner, she was exceptionally helpful. This review pertains to Drayton Road Surgery.

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