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Rude Staff

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"Rude Staff"

About: Moreton Cross Group Practice

I can rarely get through on the telephone it rings and rings the reception staff are quite rude and treat you like your wasting time often asking probing questions about why I need to see a doctor openly in the waiting room I thought it was supposed to be confidential and shared only with your GP.

The receptionist was very rude when my wife attended for bloods at the time she was asked to turn up. she accused her of not having an appointment in a rude manner turned out the phlebotomist had decided to fit her in in between appointments and told nobody else she never apologised.

I tried to make an appointment for my bloods to be taken and tried to arrange it outside of working hours as I didn't want to lose earnings or time at work and was told only available appointment was in the middle of the day at 12.35 no other appointments where available for another month which was no good as I have kidney failure and need them doing before I saw my kidney specialist again the following week.

The whole practice does not seem to want to treat people outside of working hours id be treated better if I did not work full time. Please show some flexibility to working people we can not all be retired or unemployed.

I have a complex medical condition and at one appointment my GP admitted he didn't understand the surgery I had had and didn't know how to treat it.

Another thing I would like to mention is the pharmacy always reads my prescription out loudly when dispensing it in front of a busy waiting room I find this very annoying as its meant t o be confidential information very unprofessional.

The practice looks very run down lately. Every time I see my GP he treats me like a stranger and I have to explain my complex medical history to him again its like they never look at my notes.

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Responses

Response from Moreton Cross Group Practice 5 years ago
Moreton Cross Group Practice

Submitted on 15/08/2018 at 13:57
Published on nhs.uk on 18/08/2018 at 03:41

Dear patient I am very sorry that you feel unhappy with your experiences at the surgery.

I would like to address the points you have raised.

Problems getting through on the phone – we have recently installed a new phone monitoring system which will give us detailed information on the number of calls coming through to the practice and the amount of time it takes to respond to these calls.

We hope with the detailed information we now have out our disposal we will be able to improve call handling.

In addition to this we have introduced a new service called ‘econsult’ which enables patients to contact us for advice via the internet.

We think will be particularly useful for working people who will be able to consult with a GP without the need to attend the surgery.

The introduction of online services will reduce phone traffic and enable swifter call handling.

You feel some of the reception team are rude in asking you to share your problem -

The reception team are trained in patient signposting and it is a large part of their job to ensure that a patient’s query is handled in the most appropriate way.

To enable the receptionist to do this, they must ask the patient for brief details of their problem.

We have a team of highly trained clinical and admin staff, many of whom can assist the patient without the need for them to see a GP.

This means that GP appointments are available for those who need to be seen in a timely fashion.

Confusion around appointment - I am sorry if you found the reception manner rude when there was confusion around your wife’s blood appointment.

I will feed this back to the team and ensure that this confusion is unable to happen again.

Appointments out of work hours - As a practice we do appreciate that peoples’ time is precious and that it can sometimes be difficult to leave work for an appointment.

This is why we provide both GP and nurse appointments on a Tuesday evening 6.30pm to 8.15pm and one Saturday morning a month.

The nurse could take blood at these appointments, however the pathology laboratory at WUTH, to where bloods are delivered, does not accept blood samples for processing past 5pm.

Therefore although we are able to provide appointments for blood taking, there is no service at the hospital to process them.

Pharmacy - The pharmacy based with Pasture Road Health Centre is owned and run by WELL Pharmacies.

This is a private company and not affiliated in any way with our practice.

Please direct any complaints you have about their service directly to them.

GP response to comments regarding your appointments – As general practitioners we aim to keep up to date with current medical and surgical practices.

However for certain rare conditions and complex surgical procedures we rely on the advice of specialists to guide us for your treatment.

It is safer for us to take advice rather than try and be an expert in all areas of medicine.

If you have any specific concerns we are happy to contact the specialist for advice.

We regret you feel you are treated like a stranger and we will feed this back to all clinicians to ensure we provide continuity of care.

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