Putneymead Group Medical Practice
GR
G R. 2 years ago • From Google
Bad
The clinical staff are excellent and consistently make genuine efforts to assist me. However, I have experienced difficulties with certain reception staff members who appear dismissive and unhelpful, which has made accessing appointments challenging. I have physical impairments affecting my mobility and dexterity, which means I can only use speech-to-text technology to communicate. Unfortunately, this method is unreliable and does not function effectively with the practice's new online appointment system. While this system may work well for those with smartphones and support, it creates significant barriers for people like myself. The system appears to have been developed without adequate testing across different user groups or accessibility needs, which is concerning given best practice standards. Although the system may provide cost savings, it potentially excludes patients who face various access barriers. When I have managed to attend the practice in person to book appointments, I have requested reasonable adjustments in line with my legal rights. On one occasion, I attended reception with a mobility issue and asked if staff could assist with booking so that confirmation could be sent via text. I was told this was not possible and that national guidelines were being followed. I explained that I have protected rights and was entitled to request reasonable adjustments. The practice should clarify whether such adjustments can be made, as this would help me explore alternative arrangements if needed. I believe it is important to highlight that many patients may face similar barriers—those with early-onset conditions, neurodivergence, or communication difficulties—and may struggle to access the online system or attend reception. Being treated as though accessibility difficulties are a personal failing, rather than a systemic issue, is frustrating and concerning. I feel this approach may inadvertently discriminate against disabled patients.
Lucy B.