Oakenhurst Medical Practice
KS
Karolina S. 4 years ago • From Google
Bad
The situation appears to be deteriorating with each visit. The telephone system is extremely difficult to navigate, with lines constantly engaged from 8:30 onwards - I attempted to call over 100 times on one occasion without even reaching the menu options, and frequently had to use the main switchboard instead. After waiting approximately 40 minutes on hold, staff indicate that appointments are unavailable, despite prebookable slots supposedly existing. Reception staff have come across as dismissive and have offered medical guidance, which I felt was inappropriate given they are not clinically qualified. I required an appointment with a qualified clinician rather than advice from reception staff, and after three days of attempting contact, I felt entitled to request one. There have been multiple instances of perceived rudeness from reception. Additionally, responses to letters from specialist clinics take months, which significantly delays referral processes. The pandemic has been cited as an ongoing reason for unavailability, though this seems inconsistent with the limited appointment availability and reliance on brief telephone consultations. The practice was previously excellent, but current reception and technical difficulties are concerning. In a follow-up observation, the situation continues to feel increasingly problematic. Clinical staff have disputed health concerns I have raised, which was demoralising. When I directed them to specific dates in their records, they stated they could not form an opinion without additional information, requiring me to advocate persistently for specialist referrals. Over recent years, several diagnoses provided by the practice have not aligned with subsequent assessments. My family and I have incurred significant private healthcare costs to address issues that either worsened or were initially misidentified by this clinic. It is understandable that patients become frustrated and upset when facing these experiences, and the cumulative effect of these interactions has been genuinely distressing.
Karen P.