Whitstable Medical Practice (Estuary View Medical Centre)
HD
Hayley D. 5 years ago • From Google
Average
I typically experience excellent service at this practice, but I had a disappointing interaction today when I rang for a telephone consultation. My query was related to a respiratory illness, and whilst I was aware of the automated message directing patients to contact the national helpline for such matters, the national health service website suggested contacting my GP surgery instead. Following a difficult weekend, I felt it was important to speak with my usual doctor. Unfortunately, the receptionist terminated the call abruptly whilst I was still explaining my symptoms. Feeling vulnerable and upset, I then contacted the national helpline, who queried whether I had already tried my GP surgery, which left me feeling confused about where to seek help. The national helpline operator subsequently arranged a telephone consultation with a clinician at the surgery, which proved invaluable. I recognise that everyone is navigating challenging circumstances during this health crisis, but I feel the receptionist could have shown greater compassion and taken time to properly listen to the reason for my call without appearing dismissive. A more patient and understanding approach would have made me feel valued rather than like a burden.
Maria J.