Dalton Terrace Surgery
LS
Lucy S. 2 years ago • From Google
Poor
I suspected I had injured my tailbone and contacted the surgery early in the day to request an x-ray referral form that I could take to the hospital. The receptionist responded in a curt manner and indicated that the doctors were occupied with other matters and suggested I attend the hospital's emergency department instead. Given that I was unable to sit comfortably due to my injury, spending extended time waiting in the emergency department was not a practical solution. I subsequently called 111 for guidance and was informed that there was no reason a GP could not provide a referral form, allowing me to attend the hospital's imaging department directly and bypass the emergency department queue. The purpose of this approach would have been to reduce congestion in the emergency department. When I rang the surgery back and relayed this information to the same receptionist, she responded in a dismissive and short manner. She referenced the timing following a bank holiday and the surgery's busy schedule, as though I had deliberately chosen when to seek help, and proceeded to explain that a doctor would need to contact me and that this would constitute an appointment, delivered in a tone that implied I was imposing an unreasonable burden. I found this interaction frustrating, as I felt treated as though I was not entitled to the doctor's attention. Being in physical discomfort, I did not need to feel undervalued by my own medical practice. The NHS exists as a service available to all, and reception staff should not determine who receives medical attention. They certainly should not communicate with patients in a manner that is disrespectful simply because they find their work demanding. I have not given the lowest rating solely because I have had positive experiences at this practice previously.
Roy H.