Balmoral Surgery 2017-04-09 Person 2 5 0

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.