Whittle Surgery
TT
Tbh T. 2 years ago • From Google
Bad
Arrived for my scheduled flu vaccination following an appointment arranged the previous week with the nursing staff. As an asthma sufferer since childhood, this has been an annual routine for me. Upon my arrival, the nurse unexpectedly informed me I was no longer eligible for the vaccination. I was subsequently left unattended in the examination room for approximately ten minutes while she verified whether I qualified, despite my explanation of receiving one last year. I inquired why this information wasn't communicated via telephone, which would have prevented me from unnecessarily taking time off work. The predictable response was an apology accompanied by deflection - "it wasn't me, it was reception" - suggesting I direct my concerns to them. When I requested to speak with the practice manager to express my frustration regarding the waste of my time and the practice's carelessness, I had to wait as another patient was receiving an apology from reception staff. This individual had apparently been waiting three weeks for a return call and ultimately visited in person after growing tired of being placed on hold. I was instructed to wait as the practice manager was engaged in a "meeting." While waiting, the reception manager emerged to reiterate this information. When I stated I would continue waiting, her demeanor abruptly shifted, and she walked away declaring the practice manager would be unavailable for "a couple of hours"! Absolutely appalling customer service. Essentially, they were attempting to make me leave because they recognized their error but preferred to hide rather than address the situation. Despite this being a newly established practice, the quality of service has deteriorated rather than improved.
Ayesha D.