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Poor service

Story from nhs.uk

"Poor service"

About: Kingsbury Health and Wellbeing

We have had a number of bad experiences with this GP surgery. The reception staff are very rude and abrupt, we are put on hold for long periods of time when requesting information or for appointments. The primary doctor is rude and seems to be running a business as opposed to helping patients out.

The practice manager is very rude and abrupt when communicating with patients, he has no filter or consideration of age of patients. We have first hand seen a patient asking for information, and put down in a rather demeaning manor in front of other patients in the waiting area. This is not what I would expect to see being done to an elderly person.

The surgery is always running late. We can understand a mid afternoon session running with delays due to the ripple effect, but when we have first appointments in the morning running with 40+ min delay, this is unacceptable. Follow up are never followed up by the doctors unless you prompt them via phone call on the day. If you are lucky you have a conversation with the doctor, or you are brushed away to try for an appointment the following day.

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Responses

Response from Kingsbury Health and Wellbeing 4 years ago
Kingsbury Health and Wellbeing

Submitted on 16/02/2021 at 17:17
Published on nhs.uk at 18:03

Your comments have been noted and discussed in our team and with your wider family network. In June 2020 the Covid 19 pandemic was ongoing and the morning face to face appointments were blood test appointments. Unfortunately, there may have been a delay with one of the phlebotomists starting their clinic on that occasion for which we apologise. The GPs and nurse appointments have been running more to time as the waiting area is restricted in space and we aim to have no more than 2-3 patients waiting at any one time. Access at the practice since we switched to a phone first service in 2015 has not been an issue and hence the clinicians do deal with one or two problems to optimise the appointment time for all. The practice is a relatively small practice with hands on management from the senior team who are to hand to advise the staff and patients at first point of contact.

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