Consett Medical Centre
JM
Jennifer M. 3 years ago • From Google
Bad
This medical practice has experienced a noticeable decline in service quality. While many people have been patient and understanding about challenges faced during recent times, and have recognised that staff members operate under considerable pressure, there are now significant concerns that warrant attention. Obtaining face-to-face appointments with a regular clinician has become increasingly difficult. When appointments are secured, patients often see a different clinician rather than their usual one, and the allocated time is frequently insufficient to fully explain symptoms or concerns. Raising additional health matters beyond those initially mentioned is often not feasible within these constraints, leaving patients feeling like they are imposing a burden on the practice. The reception team plays a crucial role as the first point of contact for the practice. However, there appears to be a disconnect in how some reception staff interact with patients. It would be beneficial for the team to remember that their role is fundamentally about providing customer service and creating a welcoming environment. Making judgements about patients based on limited medical knowledge or adopting a dismissive tone undermines the supportive atmosphere that a healthcare practice should foster. Given these ongoing concerns about appointment availability, continuity of care, and the overall patient experience, the decision has been made to transfer the family's care to an alternative practice.
Iw K.