RS

Richard S. 3 years ago • From Google

Rating

Poor

Practice manager's handling of complaints needs improvement

This practice has many capable staff members, however due to the seriousness of our situation and the apparent effort to conceal it, public visibility seems to be the only way to encourage change. I understand staff face considerable pressure from challenging patient interactions, but our family has consistently remained respectful and cooperative, which appears to have enabled poor treatment and manipulation of my disabled family member, resulting in significant anxiety. The surgery needs to strengthen its safeguarding procedures and ensure that management practices include proper document retention, accurate communication of patient rights, and appropriate access to recorded interactions. These records exist to protect vulnerable patients from harmful conduct, not to avoid accountability or maintain an appearance of infallibility. This practice's ratings lag considerably behind comparable surgeries in the area. While most staff appear genuinely committed to their work, they all operate within a management structure that seems resistant to improvement. Feedback alone does not appear to drive change when it does not impact the bottom line, and this pattern has apparently persisted for an extended period without resolution.

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