Clarkson Surgery
JB
Jay B. 4 years ago • From Google
Bad
I would give zero stars if Google permitted it. Update from 06/05/22 The service has been disappointing. The front desk staff do not seem approachable, and I felt they treated me as though they were superior. I required documentation completed for insurance purposes, which was given to me over a month ago. I spoke with a clinical team member who indicated they would raise this matter and create a task to address it. After another extended period with no progress, I contacted the reception desk and was told the matter was in a queue of outstanding tasks. I expressed my concern about how my family's financial security would be affected if something happened to me, but this did not seem to resonate with them. The overall lack of responsiveness is unacceptable. The practice appears to require significant improvement, and I have serious concerns about the standard of care being provided. I am uncertain how vulnerable patients manage to receive adequate support. The service falls well short of what should be expected. No alternative would be preferable to continuing with this practice. Previous updates below, not dated. Update on previous review, nine months later. My previous concerns remain valid. There has been no improvement in how the front desk team operates. They adopt an informal approach by using first names, yet remain officious and unprofessional, particularly given the lack of any genuine relationship. I continue to feel frustrated by their manner. They demonstrate a lack of compassion and understanding. It appears they may not be suited to this role. Their approach does not support patients' wellbeing. If it were my decision, significant staffing changes would be made. However, this is not within my control. Given the volume of negative feedback about reception staff, I am puzzled by the lack of action. Previous feedback from approximately nine months ago I have found this practice to be deeply unsatisfactory, primarily due to the front desk and administrative staff. They have been consistently rude and dismissive. I have witnessed them speaking negatively about patients in a manner that is audible to others, and I have heard them discuss me whilst attending to queries. This behaviour is wholly inappropriate. I now ensure others are present during my interactions, and they have remarked on how unprofessional the conduct is. I struggle to understand why kindness is not demonstrated. Many patients are managing mental health challenges and significant stress. The staff do not appear to recognise this, though everyone's circumstances are meaningful to them personally. The role of reception staff is to provide service, not to make judgements, yet this seems to be what occurs. There are positive aspects, including caring clinical staff and newer doctors. However, the practice would benefit considerably from changes to the reception and administrative team. Without this, training in interpersonal skills would be beneficial.
Sue P.