Amwell Surgery
EM
Edwina M. 5 years ago • From Google
Great
I've awarded 4 stars as the medical professionals are excellent, but the reception staff are problematic. Today, I arrived to collect paperwork after a text notification about a charge. I waited outside in sweltering heat with no seating available. Given my back issues, mobility challenges, and circulation problems, a seat would have been appreciated, but none was offered. Eventually, staff emerged to assist those waiting. When my turn came, I explained I was collecting paperwork. After an initial interaction, she disappeared for 5 minutes. Upon returning, she mentioned a charge. When I tried to pay by card, I was shocked to learn they only accept cash. The receptionist dismissively suggested a cashpoint down the road, completely disregarding my mobility limitations and why I wasn't informed about cash-only payment beforehand. I reluctantly retrieved cash, returned, and waited another 5 minutes. She then insisted on immediate payment before handing over documents, then disappeared again to "sign off the money" - causing a further 10-minute delay. Upon checking, the paperwork was incomplete, necessitating another phone call and potential repeat of this frustrating process. I expressed my frustration (without shouting) at such inefficient service. The entire system shows zero consideration for patients - many of whom are unwell, elderly, or accompanying young children. Despite Covid explanations, other facilities manage far more sensible, compassionate queuing and service protocols.
karen G.