Llanishen Court Surgery 2022-08-26 Person 1 5 0

Reception staff need to be properly trained to deal with vulnerable sick people. They lack care, compassion and the ability to listen to what patients have to say. Instead they bark rules and you really have to stand your ground to ensure that you have a reasonable level of service to safeguard your health. So many times they have insisted that they are correct about the facts of my case and then proved wrong. It is necessary to be efficient but this is definitely a case of power and control and they have lost sight of who and what they are dealing with. I have witnessed this behaviour before and seen how my previous Surgery has been completely transformed by a different attitude. I have also got concerns about access to Doctors ( no face to face) and failure to check the details of my case before speaking to me. Patients must be able to trust Doctors to be in control of their treatment and not prompted into action by patients or leave it to urgent suspected cancer patients to chase their own results.

Reception staff Assume that the patient is a reasonable human being who you are there to help. Listen to what they have to say rather than assume that they are a time wasting nuisance. Change the procedure so that patients who are at the desk on the day of an appointment can arrange appointments etc without having to be told to phone on another day. Most importantly show compassion and care. Wouldn’t you expect it! Doctors Appointments should be for patients to have an opportunity to tell you their symptoms, concerns and have total clarity about diagnosis and progress of investigations and treatment. Please do not control the short consultation by playing catch up and unecessary chat leaving the most organised and to the point patient failing to air their concerns and having the reassurance they seek. Basically the Surgery has Power and Control whilst patients have to work hard to have Care and Control.