Spencer St Surgery
AN
Amanda N. one year ago • From Google
Bad
I have been a patient at this practice for 56 years and have always been impressed by the consistently positive care I have received. As someone who works in a profession where I hear about various surgeries across the city, I have felt fortunate that my own practice has maintained such high standards. However, my experience today has significantly changed my perspective. I contacted the practice regarding a prescription that had not arrived as expected. The receptionist was helpful as usual, and I was transferred to speak with a senior staff member. I explained that I urgently needed my prescription dispensed that day, as it was Friday and I had run out of my medication. I was not feeling well and was understandably anxious about the situation. Unfortunately, the manner in which I was spoken to during this call was deeply upsetting. The tone was harsh and dismissive, and I felt blamed for a situation that was beyond my control. I was already distressed and struggling to articulate myself clearly, yet I was told to be quiet and allow the other person to speak. This left me feeling humiliated and close to breaking down. At the end of the conversation, I was offered a small supply of tablets as a one-off gesture, but was told this would never happen again and that I needed to sort the matter out myself. The overall experience was demoralising and has left me questioning the standard of care at the practice. I am particularly concerned about how vulnerable patients, particularly elderly individuals, must feel when navigating similar situations with the healthcare system. No one should have to endure such an unpleasant interaction. This experience has been genuinely distressing, and I felt compelled to share my concerns despite not being someone who typically makes complaints.
Katie B.