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Care Opinion

Trying to see a doctor

Posted By Pav

"Trying to see a doctor"

About: Heatherside Surgery

(as the patient),

I have a severe pain on my toe and it is swollen. I went to the surgery in the early evening hoping there is doctor to speak for a minute to see whether it's a broken toe and need treatment. The receptionist wasn't helpful at all and said there is no appointment even for whole day tomorrow, but I can check calling again tomorrow morning.

The way the receptionist talked was so unfriendly and didn't seems to have any empathy at all. This surgery was completely different from it used to be. All the staff used to do above and beyond for patient care.

I have failed to get appointment several times before, but never felt like abandoned as this time. The staff should realise how much they can do with a smile and being kind. I really miss the kind, friendly Dr Williams surgery aways ready to listen to patient and do the best for caring the patients.

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Responses

Response from Petra Barrett, Practice Manager, Heatherside Surgery 5 years ago
We are preparing to make a change
Petra Barrett
Practice Manager,
Heatherside Surgery

Submitted on 09/07/2018 at 13:45
Published on Care Opinion at 17:09

Dear patient, we are sorry that your problem wasn't dealt with courtesy and that we couldn't offer you an appointment at the time. Unfortunately we - as the rest of the NHS - are struggling with a GP shortage. However our appointment system will change later in the year and will including a triage team on the day. We hope that this will help greatly improve the service we offer to our patients.

Regarding your concerns about an unhelpful receptionist, I will discuss this internally with all staff members as we pride ourselves on high patient satisfaction. Please let us know if there is anything else we can help you with. Many thanks, Petra at Heatherside Surgery.

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