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Leacroft Medical Practice
2016-11-24
Person
1
5
0
Written by a patient
Written by a patient 24th November 2016
I had got an appointment with dr ockrie today at leacroft medical practice in crawley on 24/11/16 after calling 3 days regularly on which 2 days doctors were on training (funny enough that doctors need training as well). Back to appointment, my bad fate i reached 5 minutes late due to returning home traffic rush and finally when i got in to surgery it was 9 minutes but when i check in on system there was an appointment before me in wait which i confirmed from reception lady well. Went to waiting area and waiting until 16.42 until that time receptionist came to me and said doctor refused to see me as i was late on appointment. I was in shock as receptionist told me earlier that there is someone with doctor already and i am the next one. I said to lady that i am suffering from last 5 days and i got appointment after 3 days of continously calling to surgery but she said it is on doctor's discretion and she doesn't want to see. I was in flames as this doctor just doesn't want to see me even she was dealing the patient which has appointment before me any way. I believe that these surgeries and doctors are there to help us when we are unwell and they are behaving like that. Receptionist said that if i am unwell then i should go to hospital and i kindly inform her that there is waiting time of average 3 hours then she said to cask back next day. This was totaling disgusting behaviour from the people who are meant to help others. They think that we are going to surgery for fun without realising that there is actual need that's why people come to surgeries. The behaviour of the doctor was completely unacceptable and un professional as they are here for public service and it's not their personal business. They should be mature and professional which i believe was used to be aim of doctors to serve other people. I was late but doctor didn't have to wait for me as she was with the patient who had appointment before me and it is very rare that we don't have to wait to for them as it is quite normal in the surgery that we have to wait for our appointment for an average of 30 minutes from our scheduled time. Very disturbing and very disgusting behaviour for such a qualified person
9th January 2017
Response from Leacroft Medical Practice
I am sorry to hear that you encountered a disappointing experience with the surgery. Just to explain our policy, we will always endeavour to see patients when they are late and up to 10 minutes is not questioned as we appreciate that people may encounter difficulties on their journey. However, we do have to take into account each day's patient demand and it is up to the individual GP if they agree to see patients who are later than this dependent on their workload and their ability to stretch to see patients who have been unable to keep to their appointment time. We do appreciate that the GP's sometimes run late and this is unavoidable when a patient presents with a problem which takes longer than the appointment time allocated to sort out. We hope that you have a better experience in the future and always endeavour to see all of our patients wherever possible and keep to time where we are able.