KT

Katie T. 5 years ago • From Google

Rating

Bad

Difficult to book appointments and long phone waits

This practice has serious issues. I have been attending since childhood and have noticed a significant decline over many years. I witnessed what appeared to be an aggressive interaction between a clinician and an elderly patient in the reception area, which left the patient visibly upset. Reception staff did not intervene to support the patient, and it was another patient who offered assistance. I have also had concerning experiences with my own care, where I was made to feel my attendance was inappropriate, only to later discover I required surgical intervention. Another clinician removed my mother from medication that had been prescribed by a specialist without offering an alternative or seeking guidance from the original prescriber, stating simply that they did not want her on it. The neurology specialist later questioned why the medication had been discontinued. The nursing staff appear to operate independently of clinical guidance and resist requests for investigations. The reception team's conduct is particularly problematic. They frequently display rudeness and an unhelpful attitude when dealing with patients. I have received incorrect information from reception staff, and when I questioned this, the response became hostile and abusive. Obtaining an appointment is extremely difficult. When I have called requesting an appointment within a week, I have been told the earliest available is months away, with the alternative of calling on the day. Calling on the day results in lengthy waits of 40 to 70 minutes to reach someone, and sometimes calls are disconnected. It is difficult to understand how this practice achieved a satisfactory inspection outcome. Patient feedback should be more thoroughly investigated.

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