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"Rude staff and ridiculous rules to register"

About: Priory Gate Practice

I tried to register at this practice who seem like they cater for the working people by opening till 6.30 and 7.30 during the week. Yet they have this ridiculous rule that the forms to register with must be returned within 9am and 5pm. For someone who works everyday till 5 pm this is highly inconvenient and in my opinion unnecessary. Am i expected to take time off from my working day to hand in a form which takes all of a fee minutes. The receptionist was very rude and kept stating it is written on the form as though I was illiterate. She proceeded to say the reason she could not accept it was because she was on her own however there were no other patients there requiring her attention nor did she seem extremely busy. I then asked if I could leave the form for her to process tomorrow and she said no she could not do this. She also said the forms take 7 days to process which further adds to why it is completly illogical as to why they cant accpet forms at any time as they dont even process it for a further week! I was very insulted with the tone she spoke to me in and this absurd rule they have show that they have very little patient empathy and wish to make things as difficult and awkward as possible for anyone who wants to register here. Due to this experience I will be finding another GP practive to register with.

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Responses

Response from Priory Gate Practice 6 years ago
Priory Gate Practice
Submitted on 27/03/2018 at 12:11
Published on nhs.uk at 14:12


I am sorry to read that you have had difficulties trying to register at Priory Gate and I note you have decided to go elsewhere as a result of these difficulties. We recommend to Patients to register between 9am and 5pm as we have more staff in the Practice at these times and are able to spend a little bit more time with patients as we are usually not as busy.

However our staff should always accept a registration document from a patient whatever the time. It may take a few days for us to process a registration however once we have the form we are responsible for the patient.

It would be useful for me to know when you visited the Practice to enable me to ensure all staff give appropriate Customer Service at all times. I am happy to discuss this matter further with you and would be grateful if you can contact me to enable me to investigate this matter.

Please accept my apologies for the service received.

Glenn Walker

Practice Manager

glenn.walker@nhs.net

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