New Queen Street Surgery
AK
Ankammachowdary K. 3 months ago • From Google
Bad
Quite an unsatisfactory experience. My wife contacted reception in the morning to request an appointment and was instructed to submit the request via the online system. We completed the form and received a call a couple of hours later offering a late afternoon appointment, which we accepted. While travelling to the practice, unexpected congestion caused a delay. We telephoned reception to notify them of the hold-up and were assured the message would be relayed to the clinician. Upon arrival approximately 12 minutes behind schedule, there was no facility to check in. After waiting roughly 5 minutes to speak with reception staff, they came outside rather than allowing us to enter, and we were informed the clinician had already attempted to call twice, concluded we were absent and had departed. We were then instructed to arrange another appointment through the online system. Shortly afterwards, we received a text confirming we had not attended the appointment. While we recognise that lateness is not ideal, we made considerable efforts to notify the practice beforehand. The apparent lack of adaptability, adequate communication and empathy proved deeply frustrating. The experience felt dismissive and unhelpful, particularly given that we had adhered to the procedures exactly as directed.
Monique H.