Devon Road Surgery 2020-12-23 Person 2 5 0

I am very happy with the medical treatment from the doctors; it's the ancillary staff who are disappointing. We had several major issues at the beginning of the year which resulted in new procedures being introduced in the practice. I have to have regular blood tests. Last month I waited over half an hour as, the phlebotomist said, she didn't know I was there. Today I arrived on time, and when the entry phone was answered I was told I didn't have an appointment. I said I made it weeks ago, and put the details straight into my diary, and the date had stuck as it is a family birthday. She told me my appointment was for 2 days ago, and I should have got a textmessage. I said it wasn't, and I didn't get a text message,that it was NOT my error and I had to have a test so that I could get my next precription for Methotrexate. I was told the phlebotomist would squeeze me in but I might have to wait a few minutes. I waited over 20 minutes. The phlebotomist said it had been hectic as they had cancelled one of the clinics on Monday due to a phlebotomist being off sick and appointments had been re-arranged to today. I asked why that had affected me; she didn't know. None of it made sense to meor was convincing.

Generally, IF you have to rearrange appointments, it would be a good idea to consult with the patient to ensure it is for a convenient time. For me, just own up that someone made a mistake, apologise and fit me in the next slot as I WAS on time. The waiting rooms are NOT heaving with patients - entry is when the Receptionist is free to answer the intercom buzzer and you'll have a perhaps lengthy wait in the rain if she's on the phone; it shouldn't be so difficult to get things right.