Birtley Medical Group
KA
Kathryn A. 3 years ago • From Google
Bad
I contacted the surgery in the evening and was informed that no appointments were available that day. I explained my health concern to reception staff, who assured me the doctor would call me back. However, the call never came through. Instead, I received a text message suggesting I had missed a call, which I had not. When I rang back to follow up, I was told the doctor would ring again later, but the same situation occurred. I checked my phone thoroughly and even had someone else ring me to confirm it was working properly, so the issue was not with my phone. I remained without an appointment and had not managed to speak with the doctor. I felt uncomfortable having disclosed my medical concerns to reception staff rather than directly to the doctor, which did not seem appropriate. The surgery appears to have outdated systems and processes. The approach of requiring reception staff to ask about the nature of health concerns before a doctor can be seen, and the implication that reception staff make decisions about who gets appointments, is frustrating. The overall experience suggests the practice's procedures have not evolved significantly over many years and could benefit from modernisation.
Rory S.