Beech Tree Surgery
AM
Alice M. 2 years ago • From Google
Bad
I attended an appointment at this surgery today and was deeply disappointed by the lack of compassion, understanding, and awareness of mental health considerations demonstrated throughout my visit. As a new mother with a six-day-old infant requiring feeding, I arrived approximately seven minutes late to my appointment. The self check-in system rejected my entry due to lateness, and after waiting in a queue for about five minutes to check in with reception staff, I received a message indicating I had not attended. The clinician declined to see me and rescheduled for an hour later. The same situation repeated at the second appointment slot. I called ahead to explain I would be slightly delayed due to feeding my newborn, and at six days postpartum, I uncomfortably positioned myself in the back of my car between car seats to complete feeding while distressed. Despite arriving only five minutes late and in an emotionally fragile state, I attempted to discuss how the surgery's initial refusal to see me had caused significant distress to myself, my newborn, and my family. The clinician interrupted, stating the responsibility was his alone rather than the surgery's, then proceeded to focus on how my lateness had inconvenienced him. He mentioned calling multiple times at both appointments and repeatedly emphasized that I was late, showing little interest when I explained I had been feeding my infant or when I described the check-in system failure and queue time. I became increasingly distressed throughout the appointment, which appeared to concern him little. When I asked if he would apologize for his approach, he declined, reiterating that my lateness was the issue. He then stated I had five minutes remaining and needed to proceed if I wished to be seen that day. Although he clinically addressed my needs with an examination, sample collection, and prescription, his care lacked any holistic understanding or empathy for someone in a vulnerable postpartum state. The reception team response was equally unhelpful. When I attempted to lodge a complaint, I was directed to complete a feedback form despite explaining I lacked the mental and physical capacity as a new mother. After agreeing to have it logged, a staff member approached without introduction and directed me to another window. She then accused me of shouting, which I disputed, as I naturally speak with a louder voice. She appeared uncomfortable with my assertive advocacy for my own health and wellbeing. When I questioned whether the care I received was acceptable, she refused to comment and insisted any apology request required a formal feedback form submission, despite my repeated explanation of my current limitations.
Vanessa N.