KM

Kate M. 2 years ago • From Google

Rating

Bad

Reception staff refused to help with urgent prescription issue

I've been attending this surgery for approximately a year following my relocation, having previously been with another practice for a considerable length of time without issues. While I recognise the significant funding challenges facing the NHS, this does not justify the apparent unwillingness of reception staff and management to provide helpful or proactive assistance, which should be fundamental to their roles. A couple of weeks ago, I was unable to reach anyone by phone despite multiple attempts, so I visited in person. The reception desk was unmanned despite other staff being present. I asked a straightforward question requiring only a brief check. I was instructed to telephone the surgery I was standing in. I initially thought this was humorous, but it became clear it was not. I made the call while standing in reception, with no one answering. The receptionist observed this but offered no assistance. Eventually, a member of clinical staff noticed my situation, made enquiries, and resolved the matter within moments. Today, I was instructed to collect a prescription from a specific pharmacy to begin medication urgently that evening. Upon arrival, the pharmacy did not have it. I returned to the surgery and explained the situation to the same receptionist in an empty reception area. I was told the prescription had been sent to my regular pharmacy instead. I clarified that the clinician had specifically directed me to the other location as my usual pharmacy was closed, enabling me to start treatment that day. I was informed I would need to wait until the following day. I reiterated the urgency, explained I had travelled as instructed, and asked if someone could quickly update the pharmacy details before closing time. After consulting with a colleague, I was told the medication was not for an urgent matter and I should return home. There was no acknowledgement of the inconvenience or apology for sending me out on this errand. When I requested to speak with management, I received a dismissive response that nothing could be done. Both staff members spent considerable time explaining why they could not assist until the surgery closed, despite the change taking only seconds. The surgery has implemented numerous restrictions, including preventing walk-in appointments, citing confidentiality protection. Such barriers inevitably affect patient access and create distance between patients and clinicians. This approach is concerning. The surgery instructed me to collect a prescription, yet when an error occurred, they refused to correct it or demonstrate any consideration or basic courtesy regarding the inconvenience caused. Standards of customer service from other industries far exceed what I experienced. I explained that their treatment directly impacts patient wellbeing and causes stress, which management acknowledged observing, yet both displayed an indifferent demeanor. This was disappointing and unprofessional. While they may consider themselves professional through rigid adherence to rules and systems, this approach is unsuitable for patient care. There is never justification for delays in healthcare. My condition is stress-sensitive, as are many others, so this experience has been particularly counterproductive.

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