Derby Medical Centre

Derby Medical Centre 2017-05-18 Person 4 5 0

I have always received excellent clinical care from the nurses and doctors. However, I do believe that the reception staff could be friendlier. A smile and a helpful attitude costs nothing. This is a common feature of my experience the few times I have visited. Today I waited my turn and asked (politely, and with a smile) whether a prescription was ready. I heard and saw her say to her colleague, before answering me "I'm off just as soon as I am done with this person." Then, the tone and manner in which the receptionist responded directly to me made me feel as if I had asked a stupid question, and as though she resented me being there and that she would rather I left her alone. I am sure the pressures of working within the surgery, of dealing with the burden of administration and with everyone's enquiries and are huge, and that sometimes the frustration of the job can spill out in this way. But part of the responsibility of a receptionist is to be able to put on an unruffled front, whatever is happening behind the scenes. They are the first and last person a patient interacts with in the surgery and have a hugely important role in helping patients navigate their care, and to make them feel listened to and cared for. They are part of the clinical team and the way they interact with patients has a real effect on the process and outcomes of care. In being made to feel small, or a burden, patients are not being helped to care for themselves. For example, I can imagine that someone else in my position would now rather forego their medication than dare ask again about their prescription being ready. I am sure this is not what the receptionist would want. So my constructive suggestion: the role of the receptionist matters to us patients; we see you as really important and valuable; we care and are aware that your job must be stressful. But we also want you to care about us. Please smile and be warm, even if it's an act, even when there is too much work to do, and even if some of our questions sound stupid to you. You see many many patients who might well all ask the same questions of you. So they may sound like obvious questions to you. But for each of us, it's probably the first time we're asking. Please speak to us as you would want to be spoken to. It really makes a huge, huge difference.

Derby Medical Centre 2015-02-26 Person 4 5 0

Relatively very good access to service. Good personal care.

Derby Medical Centre 2015-02-26 Person 5 5 0

I cam on 23.01.15 to have my ears syringes. I say nurse Margaret? and she was very helpful and thorough in the care she gave me. It is lovely to be able to hear again and I will certainly take the advice she gave me.

Derby Medical Centre 2015-02-26 Person 5 5 0

I was pleased with my annual diabetes check, nurse Bland was very through and made a point of explaining best courses of action that would help me. Had to wait a very long time to get an appointment to see nurse Bland, about six weeks.

Derby Medical Centre 2015-02-26 Person 4 5 0

Excellent!. Everybody is always very helpful Ii have no complaints.