Beacon View Medical Centre
JH
Jaswant H. one year ago • From Google
Bad
I have been a patient at this surgery for many years and generally consider it to be a good practice with a largely supportive team. I typically give the surgery five-star ratings, however on this occasion I feel compelled to give a lower rating due to concerns about how the practice manages appointments for patients with mental health conditions. I attended an appointment with my adult son at the scheduled time, arriving a few minutes early. After waiting beyond the appointment slot, I approached the reception desk to enquire about the delay and was informed that the previous patient was still being seen. I requested to speak with the practice manager and explained that my son, who has significant communication difficulties, was becoming increasingly anxious and upset. I was advised that only one clinician was available that day and that this clinician was a temporary locum. This situation had occurred previously with the same locum, resulting in a lengthy wait of approximately 45 minutes. By the time my son was called in, the delay had extended to over an hour past the scheduled time, and he was extremely distressed. The clinician did offer an apology, though the damage to my son's wellbeing had already been done. I believe the practice should review its approach to supporting patients with mental health and neurodevelopmental needs, particularly on days when locum cover is in place. For those of us caring for vulnerable family members, witnessing their distress in a public waiting area is deeply difficult. I would encourage the practice to consider implementing measures such as offering next-day appointments with regular clinicians when locum cover is scheduled, rather than asking patients to call back the following morning.
Adaeze O.