Morecambe Surgery
AM
Asha M. 6 months ago • From Google
Bad
I notice that the reviews here frequently receive responses suggesting complaints be directed to the practice manager, but in my experience this approach has not been effective. During a recent interaction, a member of the reception team disagreed with information I had received from my doctor and became quite argumentative, which caused me significant distress and triggered a panic response. The call was then terminated while I was in this state. When I phoned back requesting to speak with someone else, I was told I would be transferred but the line was disconnected again. I subsequently submitted a formal complaint to the management, which was not acknowledged within the expected timeframe. When a response eventually came, following my mention of escalating to the ombudsman, it did not address my complaint but instead revisited my original medical concern from before the reception issue occurred. There are numerous complaints visible here about reception staff, with considerably fewer about the clinical team, which I would say is fair as the medical professionals are generally satisfactory. However, the reception team here appear to cause more difficulties than assistance. Having worked in customer service across various sectors for many years, I have not encountered service standards as poor as those I have experienced at this practice.
M O.