JM

Joanna M. one year ago • From Google

Rating

Poor

Frustrating and unhelpful medical appointment experience

On this particular visit, the customer service fell far short of expectations. I arrived slightly ahead of schedule, only to discover my appointment was not at my regular Goring location, but instead at Findon. The text message reminder was frustratingly vague, merely mentioning Lime Tree Surgery without specifying the exact site. Consequently, I went to my registered surgery. The Goring receptionist was somewhat helpful and claimed she would contact Findon to inform them of my situation, though I cannot confirm whether this actually occurred. Upon reaching Findon, I encountered a lengthy queue and was unable to check in electronically, apparently due to my perceived lateness. I explained my predicament to the reception staff, who instructed me to wait. After another ten minutes, a receptionist emerged to announce that the nurse had decided to cancel my asthma review, and I would need to reschedule by phone. I attempted to convey the difficulty of initially booking the appointment and apologized for the mix-up, but they insisted I should have verified the location. However, I was unaware of the venue change until arriving at my usual surgery. This entire inconvenience could have been easily prevented if the text reminder had specifically stated "Lime Tree Findon" instead of the generic "Lime Tree Surgery". Frankly, the service was thoroughly unsatisfactory.

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