Brentford Group Practice 2020-12-24 Person 1 5 0

This practice has a very long history of doing miserably when it comes to the admin team & instead of actually making changes for the better, they spend all their effort trying to find ways around doing anything at all, lying online by saying a patient isn't registered when they are - to avoid taking their bad review seriously, or just saying to get in touch with the office manager. Their receptionists have horrendous reviews on all review sites but the office manager does nothing about it, even though she's been notified many times. Dr Gupta, the lead practice manager, is great at finding ways to avoid taking responsibility but useless at actually doing better! He'll go to the ends of the earth to find reasons why it isn't his practice's fault for their terrible staff hires & awful office manager. Receptionists are like doing a Laurel & Hardy skit of "Who's on first?" (ie dealing with them is having to talk around & around in circles, only to have them not do anything to help). Seeing a dr before Covid required 3+ weeks of waiting to get an appointment, but since Covid NOBODY will see you, with the receptionists avoiding giving a face to face appointment at all. The level of patient medical care therefore is abhorrent, they should have been sued & closed down long ago. Their lack of care leaves patients at major risk to health issues that are deadly, possible cancer diagnoses are being missed, follow ups are not being sent out to hospitals until you chase the practice up about it & suddenly after waiting 2 months the hospital calls the next day stating the practice just sent through an urgent request. These types of mishaps are dangerous & the lack of patient care is evident.

Firstly TRAIN YOUR ADMIN STAFF BETTER!!! Expect more from them, don't let them get away with lying to patients, not doing follow ups with hospitals or other specialists when asked by the doctor, making it impossible to see a doctor & speaking to patients like it's a chore - it's their job, if they don't want it there are plenty of qualified people looking for work who actually care, employ them instead. Train your front desk staff to LISTEN to patient's requests properly, thereby providing them with what the patient was calling for, not making an unintelligent guess & moving forward with that, only to find out after a lot of wasted time the patient didn't want the guestimate service. Hold your office manager accountable - my goodness, Linda couldn't manage a bunch of 3 year olds effectively besides run your practice!! She's let your terrible staff get away with so much for years, the hundreds of negative reviews on all review websites clearly point out how bad your staff are & Linda does nothing. Why is she even still working for you? If a CEO failed this miserably at their job they'd be out in a matter of weeks, Linda is still there allowing the failings to continue & Dr Gupta defends her, instead of looking into it & realising that's where the problem begins - at management level.