The Bedford Park Surgery
TT
Tee T. 8 years ago • From Google
Bad
I regret that I must give the lowest rating available, as no lower option exists. I have been registered with this surgery for over six years, but only recently needed to interact with the practice management and reception staff. This occurred after being asked to send an email to a clinician. When I contacted reception, I was informed that my email would not be passed on until I completed a form and paid a fee for a letter that would result from the email. When I questioned whether this meant information requested by the clinician was being withheld, I was told directly that it was. Upon asking the cost, I was quoted £30. I explained that I could not afford this due to recent redundancy and financial hardship. The response was dismissive, delivered in a condescending tone, though the manner did shift slightly when others were present. I was then told to contact the practice manager. My call to the manager was met with hostility. I was told this matter was outside the clinicians' remit and that management held authority over clinical decisions. I was offered the option of submitting a formal complaint, which would be handled by management. An appointment was scheduled at times I had explicitly stated were unavailable. When I questioned this, I was told bluntly that no appointment would be made as the clinician would not address payment issues. This was communicated in an aggressive and dismissive manner, entirely lacking in understanding or compassion. I indicated I would rearrange my schedule to attend. However, the day before the appointment, I received notification that it had been cancelled, with a follow-up call the next morning confirming receipt of the message. I had arranged this appointment due to ongoing health concerns, and there was no justification for assumptions about the purpose of my visit. I subsequently transferred to another practice, where I have received excellent care and was promptly referred for specialist assessment. The service provided was poor, unhelpful, and unprofessional.
Javier B.