Dalton Terrace Surgery
EM
Ellie M. 5 months ago • From Google
Bad
I registered at this practice just a week ago after seeing its positive reviews. However, I was quite taken aback by what appeared to be significant gaps in staff knowledge today. I rang in the morning to request an appointment for my young child who was experiencing symptoms suggestive of a urinary tract infection, following guidance from NHS 111. Instead, I was instructed to drop off a urine sample as soon as possible, with the expectation that it would be tested and a prescription sent to my pharmacy if required, potentially by midday if I acted quickly. I found this approach somewhat unusual given my child's age and raised this concern, but as a new patient I deferred to their stated procedure. After several hours without any communication or callback, and making numerous calls back to the practice, I eventually spoke with a clinician at 5pm. At that point, I learned that an appointment should have been offered from the start, and the process I'd been given was intended only for adult patients. Multiple reception staff members and at least one other healthcare professional had not identified this discrepancy, resulting in my child only being assessed at 5.30pm by a clinician who was notably compassionate and attentive. However, because of the lateness of the appointment and unavailable stock, I was unable to obtain the necessary medication until the following day. This left my young child uncomfortable, meant missing additional nursery time, and created concern about potential complications. While I recognise this practice has favourable feedback, I have reservations about their operational procedures and systems, as staff appeared unfamiliar with their own protocols and lacked appropriate clinical judgment in assessing urgency. I would advise caution before registering, particularly for families with young children. I have decided to transfer to another practice.
Roy H.