Wibsey & Queensbury Medical Centre
AM
Abby M. 7 years ago • From Google
Bad
I am leaving one star as no lower rating is available. I had a deeply negative experience with the practice involving multiple staff members and what I perceive to be serious breaches of professional conduct and confidentiality. My issue began when I required assistance obtaining a prescription while away from home. I was informed by NHS Direct that having my prescription sent to a local pharmacy would be acceptable. However, I felt that information was withheld from me during this process. When I attempted to lodge a formal complaint about this experience, the practice manager declined to accept it. I was told the practice manager was at an alternative surgery location that day, though when I contacted that location, the receptionist questioned how I knew this information, which seemed inconsistent with what I had been told moments earlier. During a subsequent phone conversation, the practice manager stated that staff had been discussing my situation with her, which I found to be a serious breach of patient confidentiality. The conversation became heated, with the practice manager raising her voice significantly. I was told that even if I submitted a complaint, nothing would be done as complaints are handled internally. When I questioned why I was being spoken to in this manner, the response was dismissive. I subsequently received a letter from a clinician that I found deeply insulting and inaccurate. The letter suggested I had created the situation rather than paying a fee, which I found to be an unfair and hurtful presumption given my employment history and consistent payment of prescriptions. The letter also referenced observations I believe to be factually incorrect regarding where staff were positioned and what they witnessed. Several months later, I discovered that one staff member had attempted to contact me through a social media platform, which I found inappropriate and concerning. Throughout this experience, I felt that staff were not acting professionally, that my confidentiality was not respected, and that complaints were not being handled appropriately. I am concerned about how vulnerable patients might be affected by such conduct and believe this matter warrants further investigation.
lisa m.