Ashcroft Surgery
one year ago LJ
Laila J. one year ago • From Google
Bad
I would rate this experience far lower if possible. I have found the standard of service at this medical practice to be extremely disappointing, particularly given that my child required care during a period of illness. My recent visits have left me feeling very dissatisfied. When I attended an appointment a short time after the scheduled start, I was asked to wait considerably longer than expected. Even staff members appeared to question the delay, yet when I raised this concern, I was informed it was due to my late arrival. This represents just one instance of problematic experiences. On several occasions, there have been issues with prescription processing for my child, despite these being time-sensitive. Specific medication prescriptions were subject to repeated errors, causing considerable inconvenience and worry. Each time, I was advised that the in-house pharmacy would require several days to process corrections. There appeared to be little sense of urgency or understanding of the impact on my child's care, despite my repeated explanations. The reception team also fell short of professional standards. On multiple interactions, I experienced responses that felt dismissive, with suggestions that errors were due to unclear communication on my part. When similar issues recurred, I was told that if I was dissatisfied, I should consider changing practices. When I expressed concern about this response, further assistance was declined and the call was terminated, leaving my child without appropriate prescriptions. Adding to my frustration, rather than acknowledging the distress caused, the practice issued a formal letter regarding my conduct. The absence of accountability, empathy, or recognition of these failings has been striking. This practice has demonstrated insufficient regard for patient welfare, particularly for those in vulnerable situations. The experience has been deeply stressful, especially as a parent managing a child's health needs. The combination of service failures, unhelpful responses, and lack of responsibility is wholly unacceptable. I would encourage prospective patients to carefully consider their options before registering with this practice.
At Ashcroft Surgery, we are deeply committed to providing the best possible care and support to all our patients. This dedication is the reason we take pride in coming to work every day - we love helping people. However, it becomes incredibly challenging to deliver this care when confronted with disrespectful behaviour, shouting, swearing, or other forms of unacceptable conduct. While issuing zero-tolerance letters is a rare occurrence, it is a step we are sometimes compelled to take in response to behavior that crosses a line—whether it involves foul language, outright disrespect, or actions that are otherwise appalling and disgraceful. Every member of the NHS works tirelessly to ensure the health and wellbeing of patients, often under significant pressure. Respect and courtesy are the foundations of this relationship, and it can be profoundly discouraging when these values are not upheld. For the very few patients who receive a zero-tolerance letter (from any surgery), we encourage reflection on your behaviour that led to it, rather than reacting defensively or assigning blame elsewhere. This pause for introspection can help foster mutual understanding and ensure a more positive relationship in the future. We invite you to explore other reviews to gain a fuller picture of who we are and the care we strive to provide. The overwhelming majority of our interactions with patients are marked by respect, kindness and gratefulness, and this is what makes us love doing what we do.
Raka R.