"Awful service from receptionists"

Another let down experience from this surgery. I just called to arrange MMR appointment for my daughter. Receptionists over there love to cut you off whilst you’re talking. Would not even bother to hear and understand you. Also back in October, had an unpleasant experience with them. My son is under GOSH care as he’s got an auto immunity issue/life threatening condition so it is important we keep him well. I turned up to our appointment with my son and a baby on a carrier at highfield only to find out his appointment for nasal flu vaccine has been cancelled because the vaccines are not available yet. I was told they tried to call me several times but failed to reach me. I didn’t take it against them as I had issues with my phone the last couple of days. I was also told they wrote me a letter to call the surgery. I never got one until lunch time that day was after the appointment, hand delivered. I was told to call back next week to re-book as the vaccines might be delivered by the 15th Oct. I understood the situation and was happy to comply but when I asked about how soon do I get an appointment for my son if I call the following week. The receptionist gave me a vague answer. I then explained my son’s condition, still got a vague answer. I then asked wouldn’t he be prioritised because of his auto immunity issue. Still a vague response. I was told my son will just be treated like any other children. I was even told to do it privately if I want. I thought, is that how they treat a mother/customer who was at that point very stressed out and worried about her son’s health. I walked away very upset. When I got home, I rang the surgery to ask for the practice manager who wasn’t in I was told. I was informed no one was in charge for the day something I found ridiculous. I then mentioned about the flu vaccine issue and asked if my son can be prioritised since he had his vaccine in early November last year and he needs to get it before it overlaps. I was again dismissed. The lady kept on saying “I know what you’re saying” every time she cuts me off to a point where I had to ask her if she really knows what I’m saying because she never let me finish a sentence. That by her saying that she “knows what I’m saying” she’s actually dismissing me and wasn’t listening to me. That was it for me. I had enough of dealing with them. We are now changing GP as I never felt that they took special care of our son. I always felt stressed out whenever I try to organise something for my son with them. It always felt I have to battle myself around. I then called up Grange Street Surgery as recommended by a friend and I was instantly amazed with how nice, warm and accommodating their receptionist was. She scheduled me straight away for an appointment with the GP to discuss the transition and assured me that my son will definitely be prioritised because of his condition - something I waited to hear and feel from The Lodge Surgery for the past 3years we were with them.