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"Glad this isn't my regular doctors"

About: Ashville Surgery

I was sent here for an ultrasound and I wish I'd been sent somewhere else honestly. When I arrived I was greeted by a set of stairs which is not exactly wheelchair friendly but if you want to reach the reception desk you have to use the stairs. To get to the ultrasound rooms you then have to go down two sets of stairs. There is a ramp around the side to get to the ultrasound rooms (not to the reception desk so you can't check in at all if you're in a wheelchair or can't use stairs). But the ramp is covered in over grown bushes so you'd struggle to get through it all.

Back to my visit... I went to the reception desk and the receptionist was chatting with the other receptionist. She could clearly see me stood infront of her but she didn't think to say "sorry just a second" if it was important or pause the chat and check me in so she could return to the chat. After waiting a while she finally checked me in.

When I had the ultrasound the staff were fine. But they hadn't given me extra tissue to clean the ultrasound gel off. I had to ask multiple times for some. The ultrasounds I've had before had doctors who immediately gave extra tissue to clean it up without asking.

Really glad this isn't my normal doctors.

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Responses

Response from Ashville Surgery 11 months ago
Ashville Surgery
Submitted on 11/06/2024 at 14:40
Published on nhs.uk at 14:40


Dear Sandra,

Thank you for your feedback. We sincerely appreciate all comments as they help us improve our services. I am Hayley, the Assistant Practice Manager.

I apologize for your recent experience at the surgery. For patients who need to use the downstairs entrance, there is a phone outside the disabled entrance. This phone buzzes our Reception team, who will answer and guide you to the waiting room below.

Regarding the ramp and the overgrown bushes, we have a regular gardener who addressed these issues last week.

I apologize that our Receptionists did not acknowledge you upon your arrival. I will address this with the supervisor to ensure it does not happen again.

Concerning your scan, as it was conducted by a separate company that uses our rooms, I cannot directly comment on your experience. However, I will relay your feedback to them so they are aware of your concerns.

Please feel free to contact me or the practice directly if you have any further concerns.

Thank you again for your feedback, and we apologize for any inconvenience you experienced.

Kind regards,

Hayley

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