Gainford Surgery

Receptionist blocks access to caring doctor

I don't normally like to leave reviews like this, but I'm quite concerned about what to do next, because contacting the surgery has become problematic due to difficulties with the reception staff. My teenage son has an appointment coming up for his consultation regarding his upcoming procedure, and the clinician involved has been excellent—very reassuring and understanding about my son's worries. That same clinician left a voicemail some weeks ago asking me to get in touch regarding some issues with my son's past medical records (the issue relates to a legal name change that wasn't updated on the records from a previous surgery). However, each time my husband or I have called, we've spoken to the same receptionist who insists the clinician didn't call, despite me having both a voicemail and call log as evidence of multiple calls. The receptionist seems keen to end the conversation quickly, saying she'll pass a message to the clinician, but this hasn't resulted in any contact. My mother-in-law was also asked by the same clinician while at the surgery to encourage us to call about the records issue, but again, both of us encountered the same receptionist who appeared disinterested in helping. I wouldn't normally mention this additional matter either, as I understand mistakes occur, but my repeat medications were also handled incorrectly—I received only half of what I should have. I understand why this happened given my medication dosage was adjusted, but the receptionist's response to my husband was dismissive and unhelpful, blaming other departments rather than addressing the issue constructively. The more pressing concern remains my son's upcoming treatment, and I hope someone will reach out to resolve this. The clinicians at this surgery are genuinely excellent, which makes it particularly frustrating that reception difficulties are affecting the quality of care and communication.