"Disappointing"

Came to this surgery when walderslade was closed as the DR and nurse from walderslade were very good especially when I’ve been an over worrying Mum they were always reassuring and understanding. Unfortunately the same can’t be said for Balmoral Gardens.

It has taken on occasion at least 60 calls before being answered and still unable to even telephone appointment. The DRs here are good and the reception staff (depending on time of day) mostly helpful however the left hand doesn’t seem to know what the right is doing.

Turned up for an appointment with my son only to be called in by the nurse asking why we had turned up when his appointment had been cancelled-no one had called to tell me, my son was anxious about the appointment and then upset when it didn’t happen as he knew it would done another day.

The nurse explained that I wasn’t the first person to turn up for a cancelled appointment that day and that none of us had been informed. On another occasion spent 25mins trying to get through on the phone I was told there was nothing even when I explained it was for my baby,only 8months old at the time, who had suspected chest infection (dr had previously said to bring in when she had rattling cough after HDU admission at 8weeks and was seriously ill) I was told there was nothing that they could do and did I want anything else, with an attitude as well. I followed the complaints procedure following advice from health visitor that baby should have be seen. I received an acknowledgment of my complaint and response could be expected within a few weeks this was July 2017 and I’m still waiting for that response!

Unfortunately although we came because of the DR and nurse we are yet to receive the same care that was available.

When I tried to get a repeat prescription for regular medications I was told I couldn’t get it until I had just a week of my exsisting medication left even though I tried to explain that because my dose had been changed I had got to the end of the medication quicker but was told I should have enough and that a prescription couldn’t be done, ended up having to get an emergency supply as when I got to the last week it fell with a long bank holiday weekend and wasn’t ready in time. Unfortunately although disappointed with service my family has received and even going through the correct channels it doesn’t seem like we’re interested in people’s views and what is happening daily.

Would have always recommended DMC walderslade unfortunately not DMC balmoral.