The Queensway Surgery
AK
Agnieszka K. 2 years ago • From Google
Bad
I called today to arrange an appointment. A clinician had advised me to book a consultation regarding my medication management. I completed the necessary blood and urine tests, which returned normal results, however my readings remained elevated. Following the clinician's guidance, I contacted the practice to schedule an appointment and explained my concerns. The person who took my call did not introduce themselves and asked me about my readings. I reiterated that my results were higher than expected and that I needed to see a clinician. They responded by mentioning that my test results were normal. I acknowledged this but explained that my readings were still not at an acceptable level and that I had been instructed to book an appointment. They stated they could not locate any message about this, despite me having received communication on my phone requesting I do so. I feel that reception staff should not be interpreting clinical test results or making judgments about whether a patient requires a medical appointment, as this is outside their remit. The staff member's manner was somewhat abrupt, and I felt their communication style could have been more courteous and professional. Eventually, the appointment was arranged, and I was seen by the same clinician who had originally recommended I book the consultation.
Steve S.