Fenham Hall Surgery
JS
Jack S. 9 years ago • From Google
Bad
I have found the service at this practice to be disappointing. The reception team has been difficult to work with, with some staff members coming across as unhelpful and dismissive. I have been told repeatedly that I need to call earlier in the day to secure an appointment, with availability often only extending several weeks ahead. The telephone lines are frequently congested during opening hours, making it challenging to reach the practice, particularly in urgent situations. There is no queuing system for calls, and callers are simply advised to ring back at a later time. I have experienced interactions where reception staff have questioned the nature of my health concerns and suggested alternative services might be more appropriate. This has not been an isolated incident. My experience with clinical staff has also been largely unsatisfactory, and I have decided to transfer to another practice. I have been a patient here for over a decade and was previously content with the service. However, the current system requiring patients to describe their symptoms to reception staff before clinical assessment has created frustration. The priority ranking appears to depend on how comprehensively symptoms are communicated at the reception stage, which feels counterintuitive and has resulted in me not being seen on the day I have called. I have also found the practice management unhelpful in addressing these concerns. On a positive note, one member of the reception team has consistently been courteous and genuinely helpful both over the telephone and in person.
K B.