Aspatria Medical Group 2015-10-27 Person 4 5 0

The practice is outstanding and the patient experience could be enhanced a little further with a few helpful additions. For example, if there was a simple sign in the car park which stated "Entrance" or "Way In" to the building. On my first visit to the surgery, my anxiety levels were increased as it wasn't immediately obvious where the entrance was (there is no directional signage). The electronic self-booking-in machine is a wonderful addition to the waiting area, however, its almost invisible location has meant many of us have walked right past it (yes, believe it or not, it's true!!) When walking in, your eyes are immediately drawn to the well-lit and obviously intentional visual focal point of the reception area beyond the glass entrance lobby/walls. The booking-in machine is thus out of the field of view - especially when you have doors/lobby to navigate, plus the lovely decor, plants, pictures, colourful notices, toys, open-plan seated waiting area with background music/video to assimilate. I realise these points are very obvious to staff, but to someone new or unfamiliar to "the ways things are around here" it makes a huge difference. It's easy to make assumptions and take things for granted ("well, everyone knows that") but looking with a new or fresh pair of eyes can be helpful. The open-plan reception area is beautifully clean and comfortable and also very public. Unfortunately, there is little privacy when speaking to reception staff, especially when you're asked to speak up because radio music playing behind the desk prevents the receptionists from hearing you. For those of us don't like to disclose intimate and personal details to everyone in the waiting room, this is an uncomfortable and upsetting experience. The notices displayed in the waiting room are informative and helpful, however, the particularly prominent sign behind the desk which says "...... let the stress begin" is shocking, rude, and unwelcoming. It implies that we, as patients, are knowingly interrupting/imposing upon the reception staff's working day and causing them great distress. I fully understand a receptionist's job can be exceptionally demanding and stressful and not everyone is suited to this challenging task, but I had (perhaps naively) thought a receptionist's role was to be reasonably courteous, welcoming and helpful and to ensure every patient is treated with a minimum of respect and dignity.