LW

Lyndsey W. one year ago • From Google

Rating

Bad

Disappointing service with poor patient care

This medical practice has undergone significant recent changes. The online booking system has been removed outside of standard hours, preventing patients from scheduling appointments. This approach is particularly challenging for individuals with diverse needs who may require additional support, making it nearly impossible for some to access necessary healthcare services. Patients continue to work while unwell, and the removal of online forms from the website creates substantial barriers to accessing medical appointments. The sudden disappearance of forms without clear communication or explanation on the practice's website adds further confusion and frustration. I've recently encountered some staff members displaying unprofessional behavior during phone interactions. While I acknowledge and appreciate the dedicated team members who have remained supportive since the practice's ownership change, these isolated incidents of poor conduct are concerning. Understanding that healthcare professionals experience stress, it remains unacceptable when urgent patient needs are not addressed. On 08/11/24, the lack of available doctors resulted in me not receiving medication and subsequently being hospitalized that evening. Previously, this practice had deteriorated under previous management, with Epsom and St Helier investing significant resources to restore it to an acceptable standard. However, I'm deeply worried that we're witnessing a potential repeat of past systemic failures. I submitted a complaint in October which was not addressed, and I've now filed a second complaint today. My urgent prescription remains outstanding after five days. Should accessing basic medical care be this complicated? Is attending the emergency room the only viable option? The solution isn't complex - it requires proper staffing and management. This isn't a staff-level issue, but a fundamental problem with the practice's management. I cannot emphasize enough the need for accountability: How is this company utilizing funds and ensuring acceptable operational standards?

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