Blackthorn Health Centre
MB
Matthew B. one year ago • From Google
Excellent
Unprofessional reception staff, who refused to schedule an appointment despite my respiratory issues. Their lack of patient care prompted me to consider filing a regulatory complaint while recovering. After a challenging interaction and some self-guided research, I eventually received a last-minute appointment slot. The receptionist claimed inability to email documentation about my appointment denial, insisting I explain my situation repeatedly. I emphasized my desire to avoid confrontation and address concerns later when healthier. Similar communication challenges continued when requesting referral documentation. Instead of providing straightforward information, reception staff deflected with irrelevant responses. Overall, the administrative experience was frustratingly unhelpful and created unnecessary obstacles to receiving medical treatment. Fortunately, the attending physician was excellent, and the receptionist's demeanor improved during in-person interaction. However, I received only one incomplete referral lacking critical provider details. My recommendation: Include comprehensive contact information on referrals, offer email/text appointment confirmations, and prioritize patient communication efficiency. My approach remains direct: I need clear instructions, minimal bureaucracy, and respectful communication. Treat patients with the consideration you'd expect when unwell. Update - A second problematic encounter occurred two weeks later, leading me to file a formal complaint. Impressively, the GP's duty manager responded promptly, demonstrating understanding and professionalism. Their swift, empathetic resolution transformed my overall experience from negative to positive. The commitment to improvement was evident and appreciated. Thank you! 4/5 stars.
Fluffy L.