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No privacy and 'why are you here' general attitude

Story from nhs.uk

"No privacy and 'why are you here' general attitude"

About: Wivenhoe Surgery

I have visited the surgery three times - once to register, and twice for medical reasons. I had a very specific question about vaccinations when registering and was advised that someone would get back to me. It was a year ago and no one did. On both of my visits related to medical conditions, I felt like there was no interest from the doctor in anything I say and that he was trying to say as little as possible. I had to keep asking questions to understand what was happening and to see what my options were. I learnt more from reading publications and forums online, which can not possibly be a safe way!

On another note, the Surgery has recently moved to another building, and now the reception area is literary in the middle of the waiting room. Did anyone think about privacy and how embarrassing it is for people to talk to a receptionist about their problems when everyone is listening?

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Responses

Response from Wivenhoe Surgery 6 years ago
Wivenhoe Surgery

Submitted on 28/02/2018 at 12:41
Published on nhs.uk at 15:06

Thank you for your feedback regarding your recent experiences at the Wivenhoe Medical Centre.

We are very sorry to learn that you have been dissatisfied.

If you would like to contact the Practice Manager, Zoe Cronin, to discuss the issues you have mentioned, in particular with regard to the Doctors, in greater detail we would be happy to arrange a mutually convenient date and time.

With regard to the new premises, if patients wish to have a greater degree of privacy when talking with the Receptionist on the front desk, there is facility for the patient to bee seen in the Interview Room which is a dedicated room to the rear of the Reception area which is completely private.

The Receptionist rostered on the front desk does not take telephone calls or phone patients from this desk so we do protect patient privacy from this aspect, we also have a queuing and holding system in place to prevent patients standing directly behind the patient being dealt with at the desk.

As mentioned above we would be very happy to discuss your concerns in greater detail if you so wish.

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