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Burnham Health Centre 2014-11-28 Person 2 5 0

Dr Razzaq is a fantastic doctor! He listens and doesn't rush you. He calls back when he's supposed to. He's sensitive to any embarrassment you may feel. He really goes that extra mile to help. The way appointments are released is a pain in the backside! Released in the morning and if you call at 8 when the surgery opens and your supposed to be on your way to work, your told u are 23 in the queue-what???? Why not have an option to book online (& over the phone for those who can't/don't use the internet) where you can see available appointments for the month and you can book yourself in or cancel from your phone-it's the age of technology! Leave an allocated time for walk-ins for anyone who needs to be seen urgently on the day, or maybe have a couple of doctors that only do walk-ins so if you need to be seen on the day your given a number and when your number comes up u can be seen by the walk-ins doctors (maybe send the patient a text to say 'the walk-ins doctor will be ready to see you in 20-30 mins) so people are not sitting around the waiting room all day. Receptionists are great if it's something straightforward, but I think there are some real training issues to address. You can speak to one receptionist one day and be given information and speak to another the next day to be told something very different. For example, at 5.30 on 27/11 about whether my blood results were in. I was told they were and there was one that the doctor would have to call me back about an she very kindly arranged an appointment for that. I also asked if she could print off a copy for me to collect so I could forward to my consultant and I was told this could no longer be done, instead I would have to come in to reception with ID and they would do it for me then. This all sounded very reasonable. The next day I go the surgery at Friday 5.30 and tell them I want to collect my blood results. She tells me some are in and some they are still waiting on. When I ask her if I can have a copy of the those they do have (ID in hand as instructed) I'm told only the doctor can authorise this and I should discuss it with him. So that's my time wasted. When I tell her there is a training issue as the person yesterday has given me incorrect information (trying to help my surgery by give feedback-highlighting need for more training for the poor receptionist that seemed to have got it wrong) this receptionist begins to talk over me, I ask her to let me finish and she continues to talk over me, I now saying 'I'm still talking, please let me finish' and she continues to talk over me and say she can't release the results. Finally when she stopped so very rudely talking over me, she (I hope) realised that I wasn't complaining about the fact that the results couldn't be released but was only raising a training issue. Which raises another issue-this receptionist needs serious training on her people skills. It's great sitting at reception and looking pretty but woman-LISTEN! All the doctors are really great. Dr Friar was fantastic, it's a shame she left.