"That dreaded time when you have to make an..."

Myself and my family have been patients at this surgery for 24 years.

What used to be a friendly experience has turned into a dreaded experience when having to make and attend an appointment. Apart from about 3/4 nice/ helpful reception/telephone staff the other staff are unhappy, very rude and unhelpful often making you dread phoning or going to the reception counter.

There are two members of staff who can’t do enough for you and are always so pleasant.

They always greet you with a friendly smile and don’t make you feel like you’re a nuisance like I have often experienced.

On Monday I went into the surgery to try and book an urgent appointment and was met by a lady who huffed and puffed while muttering to herself about how they had none, however, fortunately she found me one which I let her know I was very grateful for.

When I was queuing at reception I looked at the clinic next door and was amazed how lovely and friendly their reception staff are to their patients.

How frustrating when you have to sneak on your phone in work to phone for an appointment and hold on for anything up to half an hour. Then eventually when it’s answered you’re told that there are no appointments for at least three weeks . Worse still it’s with a doctor that you have never heard of and it has to be in work time when you’re not allowed time offf. That’s okay if you don’t work but if you work what are you supposed to do? It says on the answer machine appointments from 7am til late but I’ve never been offered one.

I have just phoned the surgery to see if I can change an appointment which I have in 4 weeks time. I wanted to change it for the same week but with a different doctor to be told there are no appointments available until the 10th September thats 4/5 weeks away..

I have to admit the lady was very nice and suggested that I phone in the mornings at 8 o clock. How ridiculous!!!!!

A couple of months ago while I queued waiting to make an appointment I witnessed a member of staff shouting abruptly across the room to another member of staff. She was viewing her point that ‘something’ wasn’t her job and it was someone else’s.” (This particular lady is very abrupt with patients especially the elderly as I have heard her several times). The poor lady working at the back of the reception looked embarrassed. Another lady was sat at the front desk eating crisps.

I tried to book a blood test earlier this week and was told there are no appointments available and it would be quicker to go to the hospital for them.

I have no problem with the clinics. The staff are lovely.

??????

So after 24 years I feel my only option is to move my family to another practice where I will hopefully be met by nice staff and not have to wait weeks for an appointment. . It doesn’t cost anything for a smile and to be friendly. You never know what patients are going through. They may have lost a loved one.