Old Cottage Hospital Surgery

Written by a patient

I had a letter through at the start of September to say I was due a smear test. I was not able to get an appontment that suited me until 30th October. This is quite typical of my previous attempts to be seen. The nurse I saw was lovely and I cannot fault her at all. She was friendly, chatty and approachable, could not recommend her more. The receptionists however, not so much. How rude. I arrived and walked to the first free window to let them know I was there. Receptionist one glanced at me, did not speak, just pointed at the colleague next to her. No greeting, no explanation, nothing. I moved to receptionist number 2. I stood before her for at least a minute as she ignored me. Again, did not look up and greet me, did not ask me to bear with her while she finished doing whatever was more important than me, then eventually sighed and looked up with her eybrows raised, I assume to question without words why I was interrupting her more important task...? How incredibly off putting. These people are the first point of contact for your surgery. I am a customer service manager for a Bank and if anyone treated my customers with the disdain I was treated they would be taken to one side and questioned about their attitude. Maybe the Old Cottage could do the same?

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Written by a patient

Incompetent. Impossible to see or speak to my GP. I had another bout of what seems to be a recurring issue. I had to wait a week for n appointment. In the mean time it got worse until I ended in A&E. Where I was told to see my GP to refer me to a specialist. This was over 6 weeks ago. I managed to see a locom who did not refer me and asked me to do tests, before I can be refereed. I did the test and they didn't get the results ....... I did them again. I am still waiting to speak to my GP about them ... and still waiting to be referred. Like I say this was over 6 weeks ago ... I have made over 10 phone calls and only been able to get through to the receptionist. Now I have been given no option but to go down to the surgery myself to demand to see someone so they can do what they knew they had to 6 weeks ago.

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Written by a patient

DON'T BOTHER RINGING FOR ANY REASON IN THE AFTERNOON, IT TAKES FOREVER FOR SOMEONE TO PICK UP THE PHONE. GOT SO FED UP OF JUST LISTENING TO THE CLASSICAL MUSIC JUST GAVE UP.

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Written by a patient

Having lived a few minutes from this surgery for the past 2 years, I have found it almost impossible to get an appointment. Bookable appointments are booked up weeks in advance and the ‘book on the day’ appointments, where you have to call at 8.30, are unbookable. You start calling at 8.29am and then continually try and when you eventually get through to someone all the appointments are gone. This happens every time I try and book. When you flag this up to a stroppy and sarcastic receptionist you just get told that they cover a very large population and there is nothing they can do about it.

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Written by a patient

The young lady doctor was very attentive. I was very pleased by the consultation. I rang again this morning. And could not get through on my mobile. How ever when I accessed the web page via my phone and called via the web page number I got through immediately. And was offered a number of possible appointment options. I call that 1st class service! Thank you Old Cottage x

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