Dr Khuroo's Practice
4 months ago DD
Dominic D. 4 months ago • From Google
Average
This practice does well with prescription management and the reception team are friendly. I feel a bit bad because I was somewhat short with one of the staff members due to frustration about delays. I rarely attend appointments in person, but when I do, I consistently experience significantly longer waits than my scheduled time. I've noticed other patients who arrived after me being called through before me, which doesn't seem right. My appointment was booked for 10:20am and I wasn't called until around 10:45am. A few minutes late is understandable. Ten minutes might be acceptable if there's a patient needing extra time. But 15, 20 or 25 minutes suggests a lack of respect for patients' time. I felt so frustrated that I decided to leave before I said something I'd regret. I won't be attending in person again if I can help it. If the practice insists on face-to-face appointments, I'll seriously consider switching to another surgery. Perhaps that would suit them anyway. I should mention that I suspect I may have some underlying health conditions that contribute to my difficulty managing frustration, which is why my reaction was quite strong. All I really wanted was to be seen at my scheduled time, just once. Thanks anyway.
Thank you for taking the time to share your feedback Dominic, we really do appreciate it. Firstly, we’re sorry to hear about your recent experience and that you left feeling frustrated. We completely understand how important it is to be seen on time, and how delays, especially when they seem unclear can be upsetting. Unfortunately, there are times when clinics run behind due to unforeseen circumstances, such as patients needing longer than expected care or urgent cases that need to be prioritised. That said, we recognise that your time is just as important, and we’re sorry that this wasn’t reflected in your experience on this occasion. If you would be open to it, we would really value the opportunity to discuss your experience further and see how we can improve things going forward. Thank you again for your feedback. Kind Regards Practice Manager
Masoud V.