St Andrews Medical Practice
AA
Angela A. 7 years ago • From Google
Bad
I had a very negative experience today. My teenage daughter attended an appointment to request a repeat prescription. During the consultation, she felt pressured to accept an alternative medication that she had not previously used and chose to decline. Upset by this interaction, I contacted the practice to express my concerns and was transferred to the practice manager. I was taken aback by the manner in which I was addressed when raising these issues. The practice manager suggested that it was a matter of conflicting accounts between what we were describing and what the clinical staff member reported, which felt dismissive of our concerns. My daughter subsequently spoke with the practice manager after hearing this comment, with other family members present. When my daughter attempted to clarify what had occurred, the practice manager told her to drop her attitude. My daughter had not been confrontational but was simply trying to explain the situation. The practice manager again referenced the conflicting accounts between our version and theirs. Both I and the other family members present were shocked by these comments and felt the customer service was extremely poor. I communicated this feedback directly. Upon informing the practice manager that we would be transferring to another practice, her response was simply "right, ok". I find it concerning that someone with such a dismissive approach and apparent lack of understanding can hold a management position, where professionalism and empathy should be paramount. However, I subsequently received a call from the clinical staff member I had initially raised concerns about. This conversation was markedly different in tone—she apologised for how my daughter had felt and spoke to me in a calm and professional manner. While I recognise that most of the practice staff are genuinely caring, I am deeply disappointed by the unprofessional conduct and inappropriate responses from the practice manager. This person should be demonstrating professionalism and compassion rather than making dismissive comments. The way I and my daughter were treated was unacceptable.
Matthew P.