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Not a good practice

Story from nhs.uk

"Not a good practice "

About: Dr Victoria Muir's Practice

Worst practice I have been to. Some doctors are caring. Others are overbearing and pompous, making you feel you don’t understand your own symptoms and are dismissive.

Receptionists do not listen and are abrupt. It seems they allocate 30 seconds to each call so you are cut off from speaking.

I have been late, once, for five minutes, calling to apologise, but was made to wait for one hour However, you can be made to wait to be seen for more than 40 minutes with no mention of why. I appreciate people have health problems and need to be dealt with but the whole practice is infected with unpleasantness.

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Responses

Response from Dr Victoria Muir's Practice 3 years ago
Dr Victoria Muir's Practice

Submitted on 08/07/2020 at 12:17
Published on nhs.uk on 09/07/2020 at 09:16

Dear Patient

I am sorry you have had a bad experience with the practice as this is not the level of service that we aim to provide.

I am sorry that you have had a poor experience when speaking with reception. I would welcome further discussion around this so that I can investigate as the reception team are there to assist the patient as much as possible.

I apologise that you have had to wait to be seen on some occasions. This does happen as although the clinicians do try their best to keep to time they can run late if they have to deal with a complex case. The reception team do try their best to keep patients updated as to their waiting time. However I apologise that this didn't happen in your experience, this may be because it can sometimes be difficult for reception during busy periods.

Both the reception and clinical team aim to provide a personal and caring service to every patient and I'm sorry that you felt we fell short of this during your time with us.

If you would like to discuss your experience in more detail then please contact the practice to speak with me.

Kind Regards

Serena Ledger

Practice Manager

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