Goldington Road Surgery
SU
Shujon U. one year ago • From Google
Bad
I am writing to express my dissatisfaction regarding two unsatisfactory experiences at your practice on consecutive days in early December. During both visits, I encountered what I perceived as discourteous and unprofessional conduct from multiple members of your team, including reception staff, a clinical practitioner, and a clinician, which left me feeling undervalued and poorly treated. During my first interaction, a phone call to reception became unnecessarily extended when staff became impatient and unhelpful in response to my straightforward request for a message to be passed on. Despite my courteous approach, I felt accused of being rude and did not receive the timely assistance I required. I was subsequently transferred to another clinical practitioner, whose response mirrored this initial experience, with similar accusations and an abrupt conclusion to our conversation that caused me considerable upset. My second experience, during an in-person appointment, proved even more frustrating. From the outset, I felt the clinician's demeanor was dismissive and curt. When I raised reasonable questions regarding my medication, the response was defensive rather than informative, and the conversation ended abruptly without proper resolution. This pattern of conduct across multiple team members has been deeply concerning. Healthcare professionals have a duty to maintain courtesy, patience, and professionalism consistently, regardless of their workload or circumstances. I felt that frustration was being directed toward me without justification. While I recognise the demands of their role, this does not excuse the standard of interaction I experienced. When I subsequently raised these concerns, I was promptly referred to the complaints department. This swift redirection, without initial acknowledgment or discussion, suggests such matters may be routine and handled without genuine consideration. A more thorough initial response would have demonstrated that these issues are taken seriously. I request a comprehensive review of these interactions and a clear explanation of the measures your practice intends to implement to address these concerns. Patients are entitled to respectful treatment and should feel able to discuss their care without apprehension of dismissal or disrespect. I await your timely response.
Fern W.