Larwood Surgery
LK
Lucy K. one year ago • From Google
Poor
We've been registered with this practice for almost a year since moving to the area and fortunately hadn't needed their services until now. My toddler fell ill earlier in the week, and his symptoms gradually became more worrying, prompting me to call the surgery at 5pm after he'd been unwell for nearly 5 days and the weekend was approaching. After waiting in a queue for over 30 minutes, a doctor called back two hours later and requested to see him. By then, I had already put my son to bed for much-needed rest, so the doctor scheduled an appointment for the next day at 16.10 at a surgery slightly further from our local one. My husband was home with our son that day while I was working, but I left early to attend together, having spent most of the week caring for him. At 3:30pm, the doctor called to say he needed to make home visits and asked if we could come earlier. I explained I couldn't arrive in time, but my husband might be able to. He suggested coming in 15 minutes or seeing us at 4:45. I was uncertain how to confirm our attendance and avoid being stuck in a phone queue while driving. He simply said to come in. We arrived at 15:52, attempted to sign in at the machine, which didn't work, and queued to inform reception by 4pm, then sat down to wait. Shortly after 4pm, we saw the doctor leave with a backpack, turn off the lights, and hurry out. When I asked reception about this, they said our file was open and he would see us soon. We waited 30 minutes with a tired, poorly, and hungry toddler. Being 37 weeks pregnant, having recently received the RSV vaccine, and having worked all day, I was exhausted and frustrated. I returned to the desk, insisting the doctor had left. The helpful receptionist confirmed he was not in the building and found another doctor to see us at approximately 4:45pm, nearly an hour after our arrival. The replacement doctor was lovely. I believe the original doctor needs to understand the importance of appointments and consider the patients, especially children, given the nature of his profession. My son was extremely unwell when we got home, needing food and rest - a situation that could have been avoided had the doctor maintained our original appointment. This was a bizarre experience we hope never to repeat! Thanks to the receptionist and the doctor we eventually saw.
Julie W.