Elm Hayes Surgery
PJ
Paul J. 3 years ago • From Google
Bad
Since registering with this surgery, I have experienced what feels like dishonesty and unprofessional conduct from certain members of the nursing and reception teams, who appear to lack adequate customer service skills. Point 1. My son requires medication that needs to be carefully managed for his wellbeing. A specialist clinic instructed that he obtain a heart trace from his regular doctor surgery before they could continue his prescription, as there were concerns about his heart in relation to his current medication. When we attended the surgery and explained this situation to a member of the nursing staff, they did not appear particularly engaged or concerned. I asked whether the results could be sent to the clinic the same day given the urgency of the matter. I was told this would be done and provided the clinic's contact details. However, three days later, the clinic had still not received the results. It seems reasonable to expect that when someone attends a doctor with a potential heart concern, this would be treated with appropriate seriousness. I have contacted the surgery repeatedly to try to resolve this matter, but have felt dismissed and not properly helped. I recognise why members of the public become frustrated with staff here. If the surgery were more straightforward in its communication and actually followed through on what it says it will do, much of this conflict could be avoided. The message on the phone system about not tolerating disrespect towards staff might be more effective if the surgery first addressed how certain staff members communicate with patients. Point 2. Last year I attended for a blood test. I made clear my anxiety around needles to the staff member carrying out the procedure. During the test, when I began breathing more heavily due to my anxiety, the staff member's response suggested they felt I was being unreasonable. I felt this attitude was inappropriate for someone in that role. Due to these experiences, I have decided to register with a different surgery and intend to raise my concerns formally with the relevant professional body. The specialist clinic is still awaiting my son's heart trace, and my son's condition has deteriorated because he cannot access his medication due to these delays at the surgery.
J A.