Broad Lane Surgery
71 Broad Lane, Hampton, Middx, England, TW12 3AX Also known as: Broad Lane Surgery, Hampton
235
reviews
Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
Broad Lane Surgery
2015-09-16
Person
2
5
0
Written by a patient
Written by a patient 16th September 2015
I am consistently disappointed by the way in which I am greeted by the receptionists at this practice. Most recently I approached the desk to pick up a repeat prescription and smiled and said hello. The lady behind the desk did neither but simply stared at me until I realised I simply had to ask for what I needed. So; no hello, no smile, no 'how can I help?'. Once she'd picked up my prescription and handed it to me there followed another deathly silence and a repeat of the same behaviour- no goodbye. It should go without saying, but this is the first port of call for patients many of whom are nervous or worried. It sends a message that we are an irritant and not wanted. I was so unnerved by it that I left feeling very tearful and confused. And I did not have any sensitive information or particular needs. I am not 'over sensitive'. I simply would like to be treated respectfully.
8th October 2015
Response from Broad Lane Surgery
We were very sorry to learn that you felt that you had received a less than exemplary service from the Reception Team. We have discussed your comments at great length with both the staff group concerned and formally with our patient participation group this week. They were very surprised to read the comments as we have to date in the majority of cases ( both on line and in paper submission of this survey) had very positive feedback about the the Reception team. We are very keen to learn from your experience and therefore would be very grateful if you would be kind enough to contact our Practice Manager Mrs. Pat Keen or Dr. Bhatia at the Practice to discuss this further.
Broad Lane Surgery
2015-09-14
Person
4
5
0
Written by a patient
Written by a patient 14th September 2015
A form of online appointment booking would be helpful to arrange appointments in advance, even when calling its difficult to book an appointment later in the evening after work.
Broad Lane Surgery
2015-02-02
Person
5
5
0
Written by a patient
Written by a patient 2nd February 2015
My family and I think ourselves very lucky to be registered at such a great practice.
Broad Lane Surgery
2015-01-26
Person
4
5
0
Written by a patient
Written by a patient 26th January 2015
The staff at the reception are much better recently, more helpful and friendly.
Broad Lane Surgery
2014-12-14
Person
4
5
0
Written by a carer
Written by a carer 14th December 2014
I find the ring at 8.30 am for an urgent appt really tricky to manage when trying to get to work/school. When I do get through I can normally get an appointment but it can be a stressful process. Ideally I need appintments after school/work - the late night weds is good but more evening and weekend appts would be better. GPS, nurses and staff are generally helpful and knoweldgeable there is a nce calm atmosphere. Much better than the other hampton surgery I moved from as the receptions staff were so rude and innappropriate.
Broad Lane Surgery was awarded the iWantGreatCare certificate of excellence in 2024 for delivering outstanding care.
Resources
Short link to review Broad Lane Surgery: http://iwgc.net/ecdts