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"Friendly local surgery"

About: Rustlings Road Medical Centre

Have been registered here for over 20 years.

We've generally received great, personalised care from the Doctors and Nurses, and there have been some brilliant individual practitioners, who have gone the extra mile for us.

This made a massive difference to us, particularly when going through infertility treatment.

It's no exaggeration to say we may not have been able to have our family without the advice and support of Doctors and Nurses at the practice. We consider ourselves very lucky to have access to this surgery.

Reception has typically operated in a very friendly and extremely efficient way.

During the last 12 months we have experienced occasional glitches (confusion over appointment times and appointment and repeat prescription protocols). We are all human and accidents happen, but there has been some defensiveness around these minor problems. In these situations, being prepared to get to the bottom of what has gone wrong, and acknowledge if a mistake has been made, really helps retain trust and confidence.

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Responses

Response from Rustlings Road Medical Centre 5 years ago
Rustlings Road Medical Centre
Submitted on 30/08/2018 at 16:39
Published on nhs.uk at 17:06


Thank you for taking the time to feedback on your experiences at Rustlings Road. I am pleased you have generally received great care from us over the last 20 years. I am sorry if you feel the reception team have at times been defensive. Please be assured this will not have been their intention. At times the reception team are incredibly busy and unfortunately for various reasons minor mistakes can be made. We do have a reporting mechanism for such mistakes and we do review these as a team at our monthly meetings to ensure team learning and avoid such mistakes happening again. I will discuss your feedback at our next team meeting.

Kind regards

Annie Stones

Practice Manager

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