Blackwater Medical Centre

Blackwater Medical Centre 2023-03-09 Person 1 5 0

Doctor was very helpful and informative. Unfortunately I needed a telephone appointment to follow up and get more meds. Since I have these delivered and my meds are brand new to the market, this will take a week. So I called and explained this to the receptionist, who refused to listen, worked out I had enough meds to last a week (I haven't really since it'll take a week to get them), and refused utterly to make me any kind of appointment, instead telling me I had to call and make an appointment on the day my meds run out - even warning me the system would hang up on me a couple of times before I ever got through to anybody. She then promised I would definitely get an appointment for that day (still a week too late for me). Can't think why I don't believe her.

either get an actual human being behind that counter, or automate the whole lot. Can't see the point in having a real person there if you may as well be speaking to a machine

Blackwater Medical Centre 2021-06-17 Person 1 5 0

Can't get an appointment, so it's worthless.

Treat patients as the customers they are and make it easier to get an appointment. Your processes and system is shockingly poor and not useable.

Blackwater Medical Centre 2021-06-03 Person 1 5 0

Been on their books for years and there has always been issues with the reception staff who, like so many others, I’ve found unhelpful, obnoxious and rude. Unfortunately as some of the 'permeant' doctors seem to share some of those less pleasant attributes then the long term issues don’t seem to have been addressed and looks unlikely they will unless there is a change in management. It has been going downhill for years and feels like it’s setup almost as if it’s ‘them’ versus the patients, rather than a service to the patients, which is disgraceful behaviour especially as we’ve all paid huge amounts of money in the NHS and are effectively paying their salaries. No-one is expecting special treatment and I try to limit my interaction with this place as much as possible because of its issues and challenges. However, we all need to seek some medical advice from time to time and when you do need an appointment it’s the most ridiculous process imaginable. You can spend three or four days trying the get an appointment without success. This isn’t a good service, it’s and appalling setup and feels like it’s on its last legs. It either needs to damn good shake up and its staff re-educated on what their job is and how to interact with people effectively, or be replaced with something that can provide the level of service and care patients should expect. The only good side to this practice is the pharmacy staff who I have always found knowledgeable, approachable, consistent & helpful. The rest of the surgery staff should use the pharmacy as their role models.

1. Reception staff are there to provide a helpful and effective service to pteients, not to ignore people while they chat, not to try to fob people off, not to try to triage people when they have no medical background and not to judge. 2. For heavens sake, make it easier (even possible) for people to make appointments. You won't allow people to book in advance and instead ALL you offer is a free-for-all 'lines open' at 8am for the day which is almost impossible to be successful at. You are forcing people down the 111 or even A&E route with the behaviour. 3. Get the right level of doctors to support the number of people on your books as clearly it isn't working as-is. 4. Survey patents more regularly and when you are alerted to concerns or issues then do something about it.

Blackwater Medical Centre 2021-05-05 Person 1 5 0

This place is a disgrace, the surgery is in a state or disrepair, there has been no refurbishment since it was built BUT the 2 worst things aboutthis surgery is; 1 - The Reception Staff - rude, unhelpful & it seems that patients actually stop them from chatting & are an inconvenience to them 2 - Getting an appointment - IMPOSSIBLE - an example of how bad they are my son was extremely ill & they sent him over 30 miles away to an emergency clinic becuase they would not see him, plus you'll be on the phone for a minimum of 45 minutes to 90 minutes to talk to someone just to be told there's no appointments. with things as they are in 2020-2021 doctors are not busy seeing anyone yet you can not get an appointment YET they are not so busy as to call you up offering you the Chinese Virus jab! Avoid where possible & please go elsewhere, we are actively looking for a new practice nothing short of a new company taking them over will change their ways

STOP taking on patients when you can not dela with your long term ones OFFER more appointments Get new staff in who are customer friendly

Blackwater Medical Centre 2020-04-10 Person 4 5 0

the practice manager was exceptionally helpful in facilitating the online requesting and delivery of my elderly parents repeat prescriptions in the covid pandemic