ОО

Олена О. 7 months ago • From Google

Rating

Bad

Waited an hour, then told I'd missed my appointment

I recently relocated to the area and registered with a local surgery. Based on my experience to date, I find it difficult to understand the high ratings this practice receives. In my view, the ratings do not accurately represent the standard of care or administrative efficiency. I attended an appointment today and completed the check-in procedure at reception as directed. I then waited for nearly an hour. When I eventually went back to reception to enquire about the delay, I was informed that I had not been seen because my check-in had apparently not been recorded. Following my query and after some further time, I was told that the clinician had not registered my check-in and was therefore unable to see me that day. The reason I waited so long before returning to reception was that during my previous visit to this practice, the clinician was running significantly behind schedule. At that time, reception staff indicated this was not a concern. I therefore assumed a similar situation was occurring and did not wish to disturb staff unnecessarily. This assumption proved to be incorrect. I should also note that throughout my entire wait, no other patients were called through to see this clinician. Given this, it remains unclear why I could not be accommodated, even for a brief consultation. What compounds this matter is that no apology was offered. The situation was handled as though it were routine. I am sharing this experience as a caution to prospective patients: simply arriving punctually and following the check-in instructions does not ensure you will be seen. I would strongly advise confirming with reception staff that your arrival has been properly logged in their system.

Broken Cross Surgery

3 months ago

We are so sorry to hear your first experience with the surgery was disappointing. We are always keen to learn from events that may help us to improve our services to patients and would very much welcome the opportunity to discuss this with you if you could please contact our Operational Manager, Sue Brown.

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