Houghton Regis Medical Centre
SF
Stefania F. 3 years ago • From Google
Bad
I am a new patient at this practice and from the outset, I have experienced significant difficulties with the service provided. My husband registered first after we relocated to the area. We intended to register our two children as well, but I decided to delay my own registration due to my pregnancy being at an advanced stage, as managing additional paperwork and appointments would have been problematic given my existing commitments with maternity services elsewhere. When my husband completed his registration form, there was no mention of children, and upon attending his appointment, he was informed that he could not register them without me being registered at the practice first. This was frustrating. I subsequently registered myself, contacted reception to arrange an appointment, and inquired about registering my children. I was advised that my eldest would need to complete a separate form, while my youngest would be automatically registered once I became an official patient. I followed these instructions. After receiving confirmation, I called to book an appointment for my daughter. The receptionist was unhelpful and repeatedly insisted that appointments after 4:30pm were unavailable, despite my husband and I both having been offered 5pm slots previously. When I questioned why there were consistently issues with later appointment times, the receptionist became dismissive and suggested I call back to speak with someone else. My first appointment at the surgery went well, and the clinical staff member was kind and professional. I explained my situation as someone with epilepsy who is pregnant and required urgent medication. I was assured the doctor would be informed immediately and would arrange the prescription promptly. On Tuesday morning, I became unwell with nausea and gastrointestinal symptoms. My husband called at 8:30am seeking an appointment, mentioning my pregnancy, and was advised to call back at 12:30pm when slots might be available. When he called at that time, he was told no appointments remained and I should attend a nearby walk-in centre instead. This response felt inappropriate given my circumstances. That same morning at 11am, I received a message stating I needed to speak with a doctor by phone regarding my epilepsy medication, as no prescription could be issued for a new patient without this consultation. My two-year-old son remains unregistered because face-to-face registration is not possible; instead, I must contact a specific staff member by phone, who frequently does not answer or appears uncertain about the process. This entire experience has been deeply unsatisfactory.
Claire b.