Crown Street Surgery 2015-03-25 Person 3 5 0

Generally, I have been happy with the GPs in this practice. And this review is prompted mostly by the overall atmosphere that I encountered during my last visit. First, the messages in the entrance hall - lots of messages which is good as it keeps you occupied while waiting for the doctor. However, I find certain messages a bit aggressive and in negative spirit which to me should be avoided to put in a place where people mostly come with some problems of their own. For example - there was the message saying roughly this - 'our receptionists are not robots and can be unpredictable if abused'. Perhaps here the employees often get abused by visitors but still, I do not think this is a right message to welcome everybody. Then there was this electronic message board which is supposed to provide the waiting patients with some ongoing information. This time however it was flashing the same message second after second, again and again - and it was again some negative kind of message - saying roughly this 'in november 2014 x% of patents missed their appointments'. At least in between there could be another message, for example, saying that, 'we apologise for your waiting and we try our best to be with you as soon as possible' My waiting time was about 40 min, nobody called me to apologise or anything, I approached the receptionist & asked for update, she said the nurse was on a meeting. At some point I went to the right corner to check the leaflets & spent several mins there and when came out there was the nurse standing near the receptionist and telling that she was waiting for me for five minutes! So nobody thought of looking inside the corner (which is supposed to be an obvious place if leaflets are for us to see) or calling my name. And after that you get a comment that you made them wait instead of getting a proper clear apology for waiting this long. In fact I went inside that corner to avoid that irritating e-message popping out again and again. One little note as well - the printed surgery news paper seemed to end on an unfinished sentence, and pity that so many copies were printed and no one seemed to have noticed it or cared to correct. So my overall recommendation is - to pay more attention on the quality & positive nature of information atmosphere that is provided in the waiting room for the waiting patients (both printouts as well as electronic); & if the patient needs to wait please be kind to keep her informed and apologise for that nicely. As you know, the treatment starts right from the moment one enters to your space.