Kinson Road Medical Centre
AH
Angela H. 4 years ago • From Google
Bad
I have been a patient at this surgery for almost 8 years and have consistently found them to be very supportive until yesterday, when I experienced an extremely disappointing encounter. The reception staff member was rude, abrupt and dismissive, and ended the call without proper closure. I simply wanted to arrange a telephone appointment with a clinician to discuss pain management following a recent dental procedure. I was told this was a dental matter and advised to contact my dentist. I explained that while I have a dental appointment scheduled for later in the week to address the underlying dental issue, my dentist cannot provide pain relief, but my concerns were not acknowledged. I was distressed and experiencing severe discomfort. When I spoke with a manager, I found them equally dismissive. I contacted 111, who were extremely helpful and subsequently called the surgery to enquire why they would not assist. Following this intervention, I was informed that the surgery would contact me. However, this call never came. I phoned the surgery again at 6pm, making my third call that day, only to be told that a prescription had been sent electronically to the pharmacy at 5.25pm. The pharmacy had closed at 5.30pm, and I had not been informed of this timing, leaving me without pain relief throughout the night. There was no further communication from the surgery. This level of service was wholly unacceptable. As an NHS employee myself, I would never treat a patient in this manner. The team would benefit significantly from training in empathy and compassionate communication with every individual they interact with. I hope you never experience the level of pain I have endured this week, as it might foster greater understanding and consideration in your approach. Current circumstances are not a justification for such poor treatment.
Mark P.