Rising Brook Surgery
KB
Karen B. 5 years ago • From Google
Bad
I have been a patient at this practice for over two decades and previously found it to be a welcoming establishment with a supportive team. Following changes in management, the standard of service has declined significantly. Obtaining an appointment has become increasingly challenging. The booking process feels unnecessarily complicated. I recently experienced considerable difficulty accessing the telephone line, spending substantial time on hold before being disconnected, then having to rejoin the queue for a further period. When I eventually made contact, I was informed that no appointments were available and was asked to call back later. I am disappointed with this situation. The current system appears to work best for those with flexible schedules, whereas working individuals face considerable barriers. I work full-time and commute a considerable distance, beginning my day early. I cannot afford to spend extended periods waiting on the telephone during working hours, only to be told repeatedly that appointments are unavailable. This is an ongoing issue, and I cannot reasonably be expected to book appointments weeks in advance when I require timely care for pressing health concerns. This practice should be answerable for the quality of service it provides. I work within primary care myself and interact with patients in close proximity while following appropriate safety measures. There appears to be no valid reason why normal operations should not continue with proper precautions in place. The practice appears to be using external circumstances as justification for reduced service levels, and in doing so is failing to meet the needs of the many residents who depend on it.
Rob M.