Royal Crescent Surgery
RR
Ray R. 3 years ago • From Google
Bad
A few years back, I encountered my first issue when two nurses verbally bullied me during a deep muscle injection due to a misunderstanding. Up to that point, I had considered the surgery excellent. One nurse, responsible for my monthly injection, consistently disregarded my specialist and manufacturer-recommended instructions to administer the injection slowly to prevent extreme muscle pain. Despite my polite repeated requests, she ignored me. This led to a complaint that was upheld, resulting in staff retraining, but only after I had endured significant pain and injury over an extended period. In the past 12 weeks, I've experienced substantial problems with the reception staff and pharmacist, who have repeatedly caused significant disruption to my ongoing treatment. Just yesterday, I lost £150 in wages for an appointment that was the only available slot, only to arrive and find my medication was not prepared for injection. This occurred despite multiple calls to the surgery over three days, where I was assured there would be no issues. Understandably frustrated, I requested a private room to discuss the matter, which was completely ignored. The receptionist attempted to resolve the issue beyond her qualification, constantly interrupting me, leaving and returning with inaccurate information, and refusing to provide privacy, instead discussing my private medical details in front of the entire clinic. Her repeated interruptions while I tried explaining the week's events was infuriating, especially in such a public setting. I attempted to walk away, but she persistently pursued me, escalating the situation further. I've since spoken with my doctor, where I was portrayed as an aggressor, with no consideration for the reasons behind my distress or the surgery's own failings. I'm still without a solution for receiving my medication, with more concern seemingly placed on my raised voice during an incident where I was continuously provoked. This isn't the first time the surgery has mishandled my appointment and medications. Just four weeks ago, a similar situation occurred, which I had already reported to the surgery manager. It's clear they prioritize staff protection over patient care, showing little regard for patients' feelings, financial losses, health, and privacy. Another instance of misplaced priorities and complete lack of accountability.
Becky W.