"Changes for the better"

I had no need to visit the surgery during the earlier part of 2018. Today, after reading up-to-date reviews - some of which are favourable - and checking the new system, I went to wait at the door in time for 8.30 am

I have reflected on the comment from the office manager, that there's no need to queue. However, it is better to queue in order to be seen quickly, obviously, because you will get called sooner for the triage.

On the subject of how it works, as someone entering the surgery and collecting a numbered ticket for the first time, I needed advice. Kindly, the lady who opened the door told patients "look right for the tickets and left if you need to ask a question".

Getting a ticket is easy. It was a pity that, at the reception desk my question was brushed off with "We'll sort all that out when you're called!"

"All that" was my query about how to know which doctor to head for; at that point I didn't realise I would be called back to the reception desk again. ALL questions from patients need to be deemed worth answering: this will help everything to flow.

When my number was called, it was beginning to be hard to hear the voices of staff. The new arrangements have led to a terrific amount of chatter and by the time the room filled up, the noise was considerable. It might seem a pity to return to an old-style quiet waiting room, but it would be sensible, to avoid delays. If it was a bit difficult for me to hear a call, it must be even more of a problem for someone who is actually hard of hearing.

At the reception desk I was asked the reason for my visit and I requested a consultation with a GP. Then came "and what's the problem?"

I would say, first, it's a massive relief that the person who now receives this information is a Nurse Practitioner. While someone qualified in this way is still not a doctor, she is better placed than a receptionist to decide whether to send the patient on to a consultation. It was also a relief when - since I demurred, pointing out that everyone standing nearby could potentially hear my response - I was offered a private minute or two in the Interview Room, where I felt able to explain my situation, at least briefly.

However, going back to my seat, I felt very shocked. I know we live in times when people freely talk about physical and mental health conditions on TV programmes. This doesn't mean that a sensitive person of either sex, wants to declare their health issue in an environment that is not confidential. Therefore, in my opinion, if you are next in the queue, then so you are; it is not appropriate to be asked to tell an extra person, openly, your reason!

Finally, the doctor was kind, attentive and reasonable.