"Rubbish service, Moody Reception, GP's lack..."

I have been a registered patient at this practice for over 15 years, and during my time here I have observed the following:

Rude Reception Staff

Regardless of whether you phone up during their wonderful “emergency hour” or see them face to face they have no disregard for customer focus or patient centric thinking. If I have an emergency I will go to A&E, but to be told that your situation is not an emergency without even allowing me to speak is rude and obnoxious. You should listen to the issue before judging it an emergency; you are not trained medics so the analysis of what is critical is not your call. The reception staff should all go on customer training and should learn to smile as it doesn’t cost a thing (neither does manners).

Doctors Attitudes

During my last visit I was told that I could only raise one issue at a time and shouldn’t visit the surgery with multiple issues. This in my view is a waste of everyones time as I can’t keep taking time off from work to see the doctor for individual issues. This is in my view improper patient conduct and as a high tax payer it’s not my problem nor should I be told that I cannot discuss my issues should there be more than one. I understand the doctor was running 45 minutes late, but that is the surgeries issue to deal with their time management and look at ways to provide better coverage.

Doctors Mis-Diagnoses

I have visited the doctor several times when I first was registered and they failed to diagnose several of my conditions. This resulted in myself having to visit hospital in an emergency and be placed at the top of the queue for a condition that could have been resolved quickly. I always feel that they never listen to the patient and within the first minute speaking believe they have the answer without understanding the full picture. In the end I was off work for 3 weeks and could not see out of my left eye for 3 months.

Appointments Never on Time

On average you will have to wait 45 minutes to see your doctor past your scheduled allotted time. This has always been the case and usually the doctor you see will be ratty and ask that you only speak about one issue.

Why have I been here for so long?

In the last 5 years I have visited the doctor once - however this time I took my new wife who was shocked and appalled the way that my surgery runs. She now understands why my whole family have left this place and chosen surgeries closer to Luton Town centre. I myself will be changing practice

Summary

Avoid at all costs, as a village practice they may only prefer the locals visiting and as such give the rough and tough treatment to outsiders. We need more GP’s in this country but if this is the standard, god help us all!