Canada Road, Walmer, Deal, Kent, England, CT14 7EQ
Just had an appointment with a female doctor after having waited 4 weeks to get one and her manner was abrupt and rude and the whole patient experience was sub-standard. I felt very uncomfortable and came away feeling very upset. There was no clarity provided as to what actions had been taken and the next steps, quite frankly not the level of service I expect from a professional organisation. I rang to complain and told that the only way to do this is to write a note and drop in to the practice manager as over the phone and email are not options. It seems that the surgery is making it quite hard to complain yet quite easy to leave positive feedback.
Time keeping by the doctors is a big problem, even mid morning it is not uncommon for having to wait 15 to 20 minutes and beyond, and then very rarely get a apology. I can visualise any of them waiting for a late running train and keeping quiet
My 80 year old Mother was very poorly and could not get an appointment for that day so I give her my appointment that I had booked for myself as she needed it more than me, I rang to change the name on the booking I was made to feel like a naughty little child by the receptionist who told me that I wasn't really allowed to do that ! Why??? To which she answered sarcastically "I don't make the rules " and don't do it again! Errmmm ! I thought that your Doctor was supposed to give you great care not treat you like a child ! Rude
I have always been happy with the service I have received. Can usually get the doctor of choice even if I have to wait a week or two. Nearly all the doctors are kind and helpful and I have never had any bad experiences with any of them. I like the way the prescriptions are handled, I prefer to order mine on line and now the on-line service is running smoothly this works perfectly for me. The only slight criticism I might have is with the reception methods. Not with the staff themselves I hasten to add, but sometimes the girls seem to have too much to do, looking this up and that up and sorting out before they can get on with the job of greeting and dealing with the people waiting in the queue and sometimes elderly people can't stand for too long waiting for their turn and get very irate. Quite often there is only one girl on the desk and a queue soon forms if she is having a difficult query to deal with. One suggestion I have is for couple of seats or a bench by the reception desk so elderly people could just rest while they are waiting. I hope these comments have been helpful
Some support staff can be very rude or merely indifferent. While talking to the receptionist about my blood test, a patient nurse came to the counter and took the receptionists attention on another matter immediately. It was as if I was invisible. Extremely rude. No apology, no excuses. Whilst waiting for an appointment with a GP, I was standing alone in the upper waiting room and a paramedic walked past me twice without acknowledging my presence. no smile, no good morning, no how are you. Some GPs in the practice are not preparing properly for appointments. It is evident that they do not read patient notes before the patient enters the consulting room. They are then obliged to scan the notes to bring themselves up to speed. Another GP kept me waiting 20 minutes for my appointment. I was his first appointment of the day. He offered the excuse that he had been "in a meeting". This is not a satisfactory explanation for keeping someone waiting, especially when the appointment had been made weeks ago. It is very difficult to see the same doctor twice over a course of treatment. There is consequently a lack of continuity and the loss of a holistic approach to patient care. The solution is customer management training.