Bermondsey Spa Medical Centre
IB
Itiafa B. one year ago • From Google
Bad
What can I say? First of all, the telephone waiting times are excessively long, and that's assuming you can reach anyone at all. There are only three options available on the phone system: one to book an appointment (which cannot be completed by telephone and results in disconnection), two to order a prescription (which also cannot be done), and three to cancel an appointment (which similarly cannot be completed). If you don't select any of these options in an attempt to speak with someone about something different, the call disconnects anyway. Secondly, if you do manage to get through, you must contend with what feels like restrictive gatekeeping and receptionists who seem to lack adequate customer service training. The clinical staff themselves are reasonably satisfactory, I suppose, but the process of reaching them is unnecessarily difficult. I appreciate how conveniently located this practice is to me and I rely on it, but the organisational management genuinely needs improvement. The experience has been disappointing. UPDATE: I submitted a formal complaint some time ago and received an acknowledgement the following day stating they would attempt to respond within a specified timeframe. A considerable period has now passed since that initial acknowledgement, and I have yet to receive a substantive response to my complaint. I needed to arrange an appointment recently and spent a significant amount of time on hold before speaking with reception staff. The actual conversation was brief, and I was offered a telephone consultation with a clinician the following day. This practice's appointment scheduling system is among the most frustrating I have encountered. I do not want the practice to close because the local area needs one, but I do want to see meaningful improvements.
Ali M.