Parishes Bridge Medical Practice 2019-01-02 Person 2 5 0

Phone lines are always very busy (!!!which is to be expected!!!) but once you get through with an urgent matter you are booked an appointment within reasonable time. For non urgent matters I feel the waiting time of roughly 3 weeks isn't bad at all however, appointments are VERY short so much so that if you have a complicated issue you often leave with nothing resolved or no treatment plan as the doctor will simply tell you they don't have the time to continue and you should book another apointment which is frustrating if you've been waiting some time for the appointment in the first place to have to wait 3+ weeks again. Every nurse appointment I have been to has been lovely and reassuring. I have only ever spoken to two helpful receptionists. The rudeness and incompassion is ridiculous. A GP front of house team should be fully trained to deal with human beings in a kind compassionate way and to be able to deal with patients with mental illnesses, learning difficulties, etc. I have been and have heard other patients be called "liars" and told "it doesn't matter what they say" by receptionists, one of the culprits being the person who's voice is on the practice phone recording. The tone patients are spoken to in is also very poor. I truely believe that all receptionists should have more training and then be reviewed to what they really need to work on. You chose to work as a GP receptionist, your job is to support doctors, nurses and PATIENTS. Just the way speak to someone can affect their entire mood which I know works both ways but again, you decided become a GP receptionist. If you speak to someone with anxiety and depression the way I've been spoken to and heard others spoken to you could really damage that person. I honestly can't express how awfully trained reception are. I could write a book telling the situations I've had with reception and heard other patients have. I want to move practices but it seems all practices in the building have untrained staff which cause unnecessary stress to patients.