Freuchen Medical Centre
SP
Sarah P. 5 months ago • From Google
Bad
The manner in which certain members of the reception team communicate with patients at this GP surgery is concerning and falls short of acceptable standards of respect. I attended an appointment and was unable to obtain the medication that had been discussed during the consultation. When I subsequently contacted the surgery, I was informed that the clinician was with another patient and would return my call. After waiting several days without receiving contact, I called again. During this second call, a member of the reception staff suggested that I had spent an excessive amount of time during my appointment, implying this was connected to why my medication had not been provided. The tone of this interaction was unhelpful and dismissive. I was sufficiently concerned by this exchange that I retained a recording of the conversation. I have been a patient at this surgery for many years and have not previously encountered an experience of this nature. I should note that not all reception staff conduct themselves in this manner. Some members of the team are consistently polite, considerate, and supportive. However, my interaction with this particular staff member was deeply unsatisfactory and left me feeling undervalued. Previous members of the reception and wider team were consistently kind, compassionate, and respectful towards patients. Since the recent change in management, there appears to have been a noticeable decline in the standard of patient care and treatment. My experience, combined with observations of how other patients have been treated, has prompted me to share this feedback. Patients should be treated with respect and dignity when contacting their GP surgery, and this has not consistently been my recent experience. This situation warrants attention. In my own professional background, such communication standards would not be acceptable. Staff would benefit from training focused on patient-centred communication that emphasises friendliness, respect, and genuine care. I should also acknowledge that the clinician I consulted demonstrates excellent practice. They listen attentively, show genuine compassion, and ensure patients never feel hurried.
Abbie A.