Share review of Fyvie Oldmeldrum Medical Group

Fyvie Oldmeldrum Medical Group 2021-03-11 Person 3 5 0

Doctors great, Dr Watson in particular. Receptionists (i.e. switchboard & admin), awful. E.g: 1. Repeat prescriptions, supposed to be 48 hours notice, but if you miss the morning collection (I assume that’s how it works) then give it three days before calling at the pharmacy. Remember nothing happens at weekends so aim to get requests in while you still have 5 days supplies. 2. Two repeat prescription in the past 12 months have simply been lost. 3. Called to request an application form for online services. Attitude made me feel like a nuisance caller. Rude manner and comments like, “What do you want that for?” and “If its approved you’ll have to wait for us to send you the login details.” 4. Calling for appointments: Expect interrogation including details of your condition. “I’m in pain” or “It’s personal, I’d rather tell the doctor” will not be well received.

1. Re-train reception & admin staff in customer focus. They need to stop regarding themselves as doctor’s minders and start acting as patients representatives. 2. Improve quality management. If not ISO 9000 approval then at least apply ISO 9000 requirements, e.g. implement a complaints procedure and publish it on the website.