Lucas Green Surgery

Written by a patient

Appointments are difficult at any surgery, and I fully understand the efforts this surgery is undertaking in an attempt to see as many patients as possible. Instead of incessant complaints, which is what the trend is, maybe we should try and find sensible ways to solve the situation relating to our demand on NHS services. I do not work for the NHS or any government department, but I come from a country where there is no free medical service, and perhaps we all need to try that, and then appreciate what the NHS does for us in the UK, before complaining.

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Written by a patient

I have visited West End Surgery several times during the last few months due to ongoing health problems. What has helped me during this difficult time has been the unfailing Customer Service delivered by the Reception staff. They are often under pressure but always do their best to be helpful and efficient. I came for a blood test a few weeks ago quite early in the morning and Rosemary Kneller had the difficult task of having to tell patients that the nurse was unwell and wouldn't be coming in, all appointments had to be rebooked. It would have been easy to take out one's frustration on the one delivering the news but Rosemary handled the situation so well and of course it was no one's fault. She rebooked the appointment very promptly and we left feeling happy. Yesterday, (Thursday 4/9), whilst waiting for the Doctor I observed Sue Archer during a very difficult early morning rush. The phone was constantly ringing, queues were forming and the questions kept coming. Sue dealt with it all brilliantly and kept her smile all the time. Just a couple of examples but I think credit is due to all the staff at West End surgery. Criticism is always in plentiful supply but praise is not always given where it is due.

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Involvement

Cleanliness

Staff

Appointment