Walm Lane Surgery
GM
Gina M. 8 years ago • From Google
Bad
After attending this practice for several years, I have decided to switch to a different one. I must say that among the reception staff, only two demonstrate genuine warmth and compassion. Several others come across as quite dismissive and condescending, and I struggle to understand why they chose roles in patient-facing positions when they appear to have little interest in helping the public. There are two full-time clinicians who are approachable and professional. The remaining clinicians have never shown much friendliness during my appointments, and I have frequently left feeling like a burden or an imposition rather than a valued patient. This is not a welcoming environment. Additionally, the practice hours are problematic, with a four-hour closure during the lunch period, operating from 9am to 11.40am, then reopening at 3.50pm, which creates significant inconvenience. My new practice offers much more extended and patient-friendly hours, meaning I don't face waiting two to three weeks for an appointment. Another frustration at my previous surgery was that reception staff would not identify themselves when answering calls, despite my repeated requests, making it impossible to know who I was speaking with. This became problematic when leaving messages or reporting issues, as clinicians would ask who I had spoken to and I had no answer. The practice previously had a suggestion box, and three years ago I proposed that staff introduce themselves on the phone and wear name badges. This never materialised. Furthermore, the practice discontinued blood testing services on-site, which is particularly inconvenient for older patients, those with mobility issues, those managing chronic conditions requiring regular monitoring, and others needing routine blood work. The practice should remember that it is funded by taxpayers. The last suggestion I submitted was that they remove the ineffective suggestion box.
Filomena R.