Beech Tree Surgery
2 months ago LW
Libby W. 3 months ago • From Google
Bad
This surgery has significant issues. Obtaining an appointment is extremely difficult. You are repeatedly directed to submit requests through their online system and while responses come quickly, it often appears the requests have not been properly reviewed. The practice seems reluctant to offer face-to-face consultations, readily issuing antibiotic prescriptions based on brief record checks without investigations, and telephone interactions with staff tend to be dismissive, leaving you feeling like a burden. I recently submitted an online request regarding medications that specialists at a private hospital had recommended for me. I felt compelled to seek private care as this practice did not appear to take my concerns seriously or arrange necessary investigations. I was offered only a brief appointment with a nurse practitioner rather than a doctor, with a waiting period of over a month, despite the fact that a consultant had already requested these medications. Additionally, I was informed the prescription would take two weeks to process. Unwilling to wait such a lengthy period for a straightforward discussion, I telephoned the practice to explain my circumstances. I was told a response would be provided online. When it arrived, the tone was perceived as curt and unhelpful, suggesting I simply book an appointment through their system and mentioning that a letter regarding blood tests had been left at reception. This practice ranks among the most unwelcoming and insensitive I have experienced, consistently making patients feel like they are an inconvenience. I am actively considering registering with an alternative practice that may provide more considerate and responsive care.
Hi Libby, I’m really sorry to read your experience and I want to thank you for taking the time to explain it in such detail. This is clearly not how we want anyone to feel when they contact us. I can hear the frustration in what you’ve described and I’m sorry that our communication came across as dismissive, that is not the standard we aim for. Your points about how your request was handled, the difficulty arranging an appointment with the clinician you needed, the delays around medication, and the tone of the message you received are all things I take seriously. We’d really appreciate the chance to look into this properly so we can understand exactly what happened and how we can prevent a repeat. If you are willing, please contact the practice so we can look into more thoroughly: [email protected] We want you to feel listened to, supported, and treated with respect, even when our capacity is under pressure. I’m sorry that wasn’t your experience and I hope you’ll give us the opportunity to put this right.
Vanessa N.