Posterngate Surgery
JC
Jo C. one year ago • From Google
Poor
I regret to say that after nearly four decades as a patient, I felt compelled to leave and register with a different practice. The standard of care had become insufficient for my needs. Appointment availability was problematic, with waits of several weeks being common, and once an appointment was secured, I typically spent 45 to 60 minutes in the waiting area. The situation was compounded by the manual calling system currently in use, which is less efficient than the electronic system that operated before the pandemic and was never reinstated. During consultations, I sometimes felt hurried through my appointments. Test results from hospital referrals were not reviewed with me, and ongoing health concerns were not monitored. The reception team appeared reluctant to accept online appointment requests for routine matters, yet paradoxically sent me a form to complete when I attended in person to book an appointment. On one occasion, I received an incorrect dosage of medication. I raised a formal complaint with the practice management, and while I appreciated the thoughtful and fair response I received, it did not address the ongoing decline in service quality, which ultimately led me to seek care elsewhere. It is unfortunate, as the practice facilities are pleasant and some clinical staff members are genuinely excellent, though regrettably they represent a smaller proportion of the team and are undermined by performance issues elsewhere. The most recent regulatory assessment was conducted in 2016 and awarded a positive rating, but circumstances have altered considerably since that time. The pandemic appears to have been a significant turning point in the practice's trajectory. This situation reflects broader challenges within healthcare provision.
Amanda C.