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.