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Treatment Fine, Reception appalling

Story from nhs.uk

"Treatment Fine, Reception appalling"

About: Underwood Surgery

On 03.09.21 I visited Underwood surgery to have a blood sample taken, and on 17.09.21 I had my annual diabetes check with the nurse. On both occasions the staff I met were friendly and efficient, and I was very happy with my treatment.

However, visiting Underwood surgery is not a pleasant experience. The "reception" area is forbidding and decidedly unwelcoming. It is scruffy and looks neglected. One notice hanging by its corner had clearly not been touched between my two visit. The untidy array of notices included one which said that, if I asked, I might be allowed to sit down!! otherwise, I was to stand outside in the car park, irrespective of the weather and wait till someone called me. If I wanted to speak to anyone, I was to crouch down to a grubby looking, low level speaking tube, but only to call once! and then wait.

I consider this to be demeaning and completely lacking in the basics of respect and consideration.

During recent visits to shops, bank, barber and other commercial organisations I have been met by individuals who have treated me in a manner appropriate to any member of the public.

To summarise you could not have given a clearer message, that seemed to me to be saying, that to help Underwood Surgery the best thing I could have done was not to have come!

Please be clear, this is not a criticism of your staff, it is directed to whoever is responsible for deciding the policies and practices of your surgery. It might be a good idea for, whoever that is, when they are actually in the surgery to stand outside for an hour or two, and ask your patients what they think about it!

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Responses

Response from Underwood Surgery 2 years ago
Underwood Surgery

Submitted on 20/09/2021 at 15:51
Published on nhs.uk at 18:16

Thank you for your comments. We are sorry you feel that the surgery was unwelcoming. As you will be aware, for the past year and a half we have been operating under NHS covid restrictions. Although restrictions are easing more quickly in the commercial premises you mention above, we have unfortunately not been able to remove them at the surgery as quickly as we would have liked, for the following reasons:

We have not been able to reopen the waiting room because we have had to use it for blood tests as the old, windowless phlebotomy room was not suitable under covid guidelines. We understand your frustration at having to wait outside, but at present there is little alternative, though we are trying to come up with a solution. The ’speaking tube’ is an intercom introduced to enable us to remain open throughout the whole pandemic whilst keeping our patients and staff as safe as possible.

These issues have been challenging for the staff and patients alike and we cannot wait to be able to speak face-to-face and have a fully functioning waiting room as we used to. We agree that the notices are getting tired now and that the whole reception area needs improvement. The good news is, we have submitted plans for an extension to the surgery which we hope will provide the much-needed facelift. We are grateful that despite all the above our staff were still able to provide the friendly and efficient service you described.

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