Mount Avenue Surgery
MC
Max C. 4 years ago • From Google
Bad
I called the surgery to request a repeat medication request procedure for collection from my local pharmacy for my son who had recently turned eighteen. It took eighteen minutes to get through. I was instructed to attend in person with a letter. Upon arrival, I observed two staff members at reception engaged in personal conversation and appearing inattentive to patients waiting at the desk. When they became available, I handed over my letter and was told to wait a couple of days before visiting the pharmacy. Four days later, the pharmacy informed me they had not yet received the prescription. My son had run out of medication and was experiencing distress. I called the surgery again and waited twenty minutes to get through. A staff member asked several questions before attempting to place me on hold, but the call was disconnected and I was not called back. From what I could hear, it appeared the staff member may have been unfamiliar with the telephone system. I called once more, waiting fifteen minutes this time. Another staff member explained that our letter had not been scanned into the system and could not clarify whether the letter had been misplaced or was still awaiting processing, as she needed to check in another room. I was asked to return with another letter and another consent form. I expressed concern that my son was without medication and experiencing significant symptoms, asking what we should do in the interim. The staff member responded that she could not discuss my son's situation due to confidentiality regulations, which seemed inconsistent given that confidentiality had not been raised as a concern during our earlier interactions. I found my interactions with the three reception staff members to be frustrating, marked by what appeared to be insufficient training and a lack of attentiveness to patient needs.
Meryem M.