SK

Shazi K. one year ago • From Google

Rating

Bad

Worst surgery ever terrible customer service nightmare

I've been with this surgery for a month, and the medication request process has been incredibly frustrating. Once, I waited 40 minutes on a call before giving up, then tried again and was stuck in a queue. I submitted an e-consultant form after a difficult process, but despite promises of a next-day callback, nothing happened. Concerned, I visited my pharmacy during my lunch break, and they confirmed no medication request had been received. I called the surgery again, and a staff member assured me the request was processed and would be ready by Friday. However, when I returned to the pharmacy, they found no record of the request. I called again, and another staff member claimed no request or e-consultant form existed. Each conversation brought conflicting information, and when I tried to explain my situation, the staff member repeatedly put me on hold and seemed dismissive. Her rude tone and unwillingness to listen left me feeling helpless, and I ended up crying after the call. I contacted 111 and, fortunately, found another surgery that registered me within 20 minutes. The new staff were compassionate, noting my high blood pressure and offering water. They were shocked when I described my experience with St. Mary's surgery. I warn others to be cautious of this surgery, as their treatment can severely impact one's mental health. I have no idea what they're doing or what they're being paid for. Thankfully, I'm now registered with a much more competent and caring surgery.

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