The Exchange Surgery
one year ago TM
Timothy M. one year ago • From Google
Bad
I had an extremely negative experience at this surgery. I encountered significant difficulties accessing healthcare appointments that I had arranged. There were discrepancies regarding appointments I believed I had booked, and I felt treated disrespectfully during interactions at the practice. Following escalation, the surgery acknowledged that there had been errors in how my appointment requests were handled. However, I felt that responsibility for these errors was attributed to my circumstances rather than acknowledged as a service failure. After experiencing considerable frustration over an extended period, the response focused on future improvements rather than addressing the distress caused. I was particularly concerned about how my healthcare needs were discussed and felt that the practice's approach was dismissive. When I attempted to raise concerns with management, I did not feel heard or supported. Overall, I found the practice's handling of the situation to be inadequate and felt that my concerns were not taken seriously.
Dear Tim, I’m very sorry to read your comments and the distress you describe. We never want any patient to feel dismissed or unsupported. I understand you have already raised these concerns directly with us, and we have had the opportunity to respond. Best, Lucie, Managing Partner
Paddy B.