Park Lane Surgery 2014-12-02 Person 5 5 0

Whenever my children are ill, we are always offered an appointment on the same day. All the doctors that have received us spent enough time talking to us and explaining the treatment. They were always polite and helpful. Once, when I arrived at the surgery with a strong pain, I have been seen by a doctor at 1pm, even though the surgery is normally closed at this time. The doctor was very compassionate - examined me and called the hospital to arrange my admission, although these were not her working hours and I might as well have been asked to wait. Some other time, when my hospital appointment has been cancelled and I really was not feeling well, another doctor tried her best to arrange an earlier hospital appointment for me. We were never left without help. Even though English is not our first language and that might have caused some difficulty, both the receptionists and the doctors were always polite and patient with us. The ladies who work at the surgery's reception are always nice to us, never keep us waiting longer than needed and welcome us with a smile. I would definitely recommend this surgery. The only situation when I was not happy with the service provided was when I was not informed about the results of my blood tests even though they were bad and I needed treatment. It was later explained to me that the doctor expected me to come back to him for a follow-up visit, but I did not know that I needed one. The symptoms were getting worse and that made me call the surgery and ask about the results, but I still think that I should have been contacted. The suggestion I could make at this point would be to either ask a patient to book a follow-up appointment on leaving, or to make a phone call, as some people may wrongly assume that if they haven't been called, there is nothing to worry about. But this case could also be treated as a simple misunderstanding.