Lavant Road Surgery, 8 Lavant Road, Chichester, West Sussex, PO19 5RH
Receptionists shouldn’t be allowed to ask questions about a patients condition, they are not doctors, or bound by oath. A voice message upon calling the surgery says they are “medically trained”. To what level is not made clear, but it can be both embarrassing and invasive to share details of your illness with anyone other than your GP. Appointments can be three weeks to a month wait, which is not good if a person is naturally anxious about their health or suffering an illness. Even a triage phone call can be a fortnight wait. The practice is either massively oversubscribed or mismanaged, or both. If I had a choice, I would choose anywhere but Lavant Road even if it meant a long drive.
We do not say that our Receptionists are 'medically trained', what we actually state is that 'we will put you through to one of our team of Medical Receptionists.' This is to define their role, and differentiate them from just a person who answers the telephone. We ask questions to help us make a decision on who is the most appropriate healthcare professional to deal with your query or see you. All our staff are bound by Data Protection laws and we take confidentiality extremely seriously. It is in the terms of employment that a breach of confidentiality is treated as gross misconduct. If you do not wish to share details of your illness, you can always say to the Receptionist that you would rather not say; they will still make you an appointment and annotate the notes so the Doctor knows this. All appointments are medically prioritised, and if you need to be seen that day you will be. Or are particularly anxious, we will do our utmost to get you to speak to a Dr or a Nurse that day. I am sorry you feel so disappointed in our practice and hope you have found another one that meets your expectations.
Many of the doctors at this practice are lovely but it isn't easy trying to get to see one. It's often a 6+ week wait unless you see any doctor in an emergency. There seems to be no system for an ailment which isn't going to kill you today but which really can't wait weeks and weeks. There are notices and phone messages saying you can only discuss one thing with the doctor. If you have multiple health issues it could take months and months to sort them all out. This policy seems positively dangerous to me as the big picture connecting various issues is then missed. More worryingly, test results and consultant letters seem to just be put on file and ignored, even if they show something that needs action. This has happened to me more than once. I recently found out a hospital test result showed I needed treatment only because I happened to remember to ask at an appointment. This isn't good enough. Despite the many helpful doctors I honestly couldn't recommend this practice.
Unable to provide same day appointments, unless it can't wait until the next day, only the only night they open late - not convenient at all to a working person, with a young child who lives but doesn't work in Chichester - only solution from the receptionist, was try again tomorrow. I've always had terrible service from the receptionists, all of whom seem to want to make it as difficult as possible to allow you to see a doctor or arrange for a prescription. Looking forward to changing surgery ASAP!
I have always been able to get a same day appointment for an emergency appointment for me or my children. The Doctors and staff are always friendly and have a smile on their face. The Doctors and nurses come into the waiting room to collect patients. I was able to see my midwife at the surgery. There is also a pharmacy on site which is helpful when ill and just getting home is what is needed.