Freshwell Health Centre 2018-09-24 Person 2 5 0

My family has been using the practice for several years. There is wide variation in the standards of professional competency and bedside manner among the GPs. The younger, newer doctors are generally far more motivated, empathetic and invested in one's care. The long-tenured doctors seem to be bored and disinterested. There is a culture shared by many of the older doctors that sees them treat patients with benign condescension. In one case, it has taken me 18 months and repeated visits to get an effective treatment plan for my child regarding a fairly common pediatric condition. Simply not good enough; emblematic of a culture where the consultation wants you in, and out, with as minimal effort as practicable. The reception team has one helpful, friendly and approachable staff member. A blessing to deal with her. The remaining group is characterized by a bewildering level of impoliteness, disrespect and smugness. One sympathizes that they are probably bombarded by patients with all manner of ill-conceived requests. But instead of robust leadership and a culture of service, that is in line with Freshwell’s values, almost every time I deal with a receptionist I experience toxic behavior and unnecessary attitude. Similarly, one wonders why several of the dispensing staff work in a role that requires patient interaction, considering how miserable and curt they are to patients. Fundamentally, this was a nice, small rural practice that is now over-stretched, and led by senior GPs whose hearts are no longer in it. There are patches of high quality care and service, but on balance the standards are not in keeping with the practice's aspirations. Until there is strong, vested leadership, Freshwell will stutter along, unable to retain talented staff (medical and non-medical), and the average patient will continue to lament the service and standards.