Orchard Surgery
SW
S W. 9 years ago • From Google
Bad
I had recently moved to the area and hadn't registered with a medical practice when I suffered a back injury requiring urgent medical attention. The reception staff on the phone were adamant that I must come in person to register, despite my explaining that I was in excruciating pain and could barely move. After numerous emotional phone calls, they finally relented and allowed me to register as a temporary patient while scheduling a doctor's appointment. Upon arrival, it was evident to everyone that I was in extreme distress, yet the staff remained cold and unsympathetic. My appointment was delayed by nearly an hour, during which I was forced to lie on the reception floor in absolute misery. Hardly anyone offered assistance, with one staff member's sole gesture being placing a chair near my head to prevent me from being hit by a door. When I inquired about wait times, the staff tersely reminded me how busy the doctors were. The eventual consultation with the doctor was marginally better, as she appeared somewhat understanding and apologetic. However, her treatment was minimal - she simply prescribed painkillers and offered no further guidance or referral. When I asked about an in-house pharmacy, she dismissively suggested one located in a Sainsbury's down the road, seemingly oblivious to my inability to walk. The entire experience was incredibly distressing during an already challenging time. I'm uncertain whether the reception staff are simply unhappy in their roles or have become desensitized by their work, but their lack of empathy was shocking. They desperately need to improve their approach to patient care.
Sairah K.