White Rose Surgery
HB
Hayley B. one year ago • From Google
Bad
I arrived at reception and found myself waiting without acknowledgment from the staff members present for what felt like an extended period. While sitting in the waiting area, I observed other patients approaching the desk to report they had already been waiting over 40 minutes for their appointments, only to be told they were next, before being asked to return to their seats for a further 15 minutes or more. When new patients arrived for scheduled appointments, reception staff did not inform them about the existing delays, which would have given them the opportunity to decide whether to wait, reschedule, or step outside. Instead, they were simply directed to sit down, unaware they were joining a queue that would result in a considerable wait. I also witnessed a situation where a patient requested an earlier appointment slot than the one they had booked. After being told none were available, this patient indicated they would wait by the consulting room door and attempt to be seen briefly before the next scheduled patient, as they only needed a few minutes rather than a full appointment. This request appeared to be accepted without objection. There has been no advance notice given to patients regarding the delays experienced. Following what I observed regarding how certain requests were handled, it appears there would be benefit from additional staff training and clearer management oversight. At the time of writing this, I had been waiting 50 minutes and had not yet been called through.
Daniel S.