Share review of Finlayson Street Practice

Finlayson Street Practice 2021-07-24 Person 2 5 0

The senior receptionist and the nursing team feel like they are going through the motions rather than being caring and compassionate. I did not see any evidence of enthusiasm and the clinical history taking was poor which showed in subsequent errors and clarifications. They failed to communicate sufficiently between themselves resulting in multiple members of the team telling me that is was because of my own failure to respond to calls that I was not provided with a prescription. I had called and spoken with a member of the reception team but they would not listen and instead became very dismissive and passive aggressive. I finally left on the brink of a panic attack and broke down crying in the car outside. I would never recommend this doctors surgery. I gave not had any encounters yet with the doctors but the nurses, hca and receptionists I dealt with were unpleasant, tribalism and had limited concept of customer care.

Remove the senior receptionist from employment as they are very passive aggressive and unacceptably so. They set a very bad example to junior staff and behaviour like that will be emulated if not censured. Ensure that the receptionist and nursing team provide sufficient detail in their note taking such that all staff know why a patient is being contact, what the issue is, who they need to speak to, etc and if any doubts, fo not fudge it. Consider running significant event audits on communication failures and ensure that staff are sufficiently confident that that they will not get in trouble to allow them to be honest both within the team and to the patient rather than shifting blame onto the client. Particularly if you are a regulated professional as honesty is presumably part of your code of conduct. Mistakes happen but lying and blaming to cover up are not acceptable and for a patient to walk and be breaking their heart crying outside for their dealing with your staff is unacceptable.