Townhead Surgery
AA
Antony A. 2 years ago • From Google
Poor
SETTLE PRACTICE: THE GOOD: One GP was very friendly, helpful and caring. Another GP, who was female and of Indian background, was similarly pleasant and went the extra mile to assist patients. The practice nurse demonstrated friendliness, helpfulness, care, consideration and clear competence in their role. THE BAD - and there's plenty: One particular GP was among the worst encountered - very unfriendly, unhelpful, insensitive and uncaring, with a tendency to appear rushed and eager to end consultations quickly, frequently stating they didn't have time for certain tasks. This GP appears to be viewed negatively by many patients. This clinician would benefit from professional development and training in patient interaction and communication delivered with greater sensitivity. Healthcare assistants were perceived as incompetent and unprofessional, with concerns that they were not adequately trained before working with patients. COMMUNICATIONS: The practice's communication systems were poor, with emails frequently going unanswered and lengthy waiting times when calling to book appointments or seek advice. RECEPTIONISTS: Reception staff were sometimes unhelpful, difficult and unfriendly, with interactions often seeming like an inconvenience. They would benefit from additional training in professional and patient-focused communication. APPOINTMENTS: Appointment availability was inconsistent and difficult to arrange, with the impression that reception staff were indifferent to patient needs. MEDICATION REVIEWS: Concerns were raised about pharmacists conducting medication reviews for patients with diagnosed mental health conditions, particularly when these reviews consisted of telephone calls asking about suicidal ideation and medication necessity. This approach was considered inappropriate and inadequate. GPs should retain responsibility and duty of care, rather than delegating such sensitive reviews to pharmacists without mental health training. The patient has since re-registered with a different, more welcoming and professional practice. PRACTICE MANAGER: The practice manager was unhelpful, unfriendly, obstructive and argumentative, and actively hindered registration despite the patient living within the practice boundary. Involvement of the CCG was necessary to resolve this issue.
Tim C.