Share review of Park Lane Surgery

Park Lane Surgery 2023-02-27 Person 1 5 0

We went in for my 12 year old sons appointment ( who is nonverbal and autistic), and the first thing when we entered into waiting room after signing in was the receptionist almost shouting at us about what we need to do regarding our situation ( which is bit unusual and not in accordance with practice policies) , my son was distressed at this point as it is not a pleasant experience for him going into doctors and this woman who is supposed to be trained to give best customer experience has no regards to my sons safety and started being hostile at us...i explained to her about what i read on NHS.COM and at this stage she was joined by another lady at the back ( my son was pacing up and down at this point as his anxiety was over the roof and i had to break the conversations inbetween to attend to him ) only to be told by the lady at the back that she needs to finish her sentences without being disturbed by my son or me . honestly i was pretty annoyed by this point and in no mood to listen and my anxiety was over the roof too seeing my son struggle...so the front end staff called the manager , the lady who walked in from back house clearly identified herself as practice manager came calmy sat next to me and started to explain how she cannot fulfil my request ( it was good upto this point how manager handled the situation) ,the doctor walked in to take my son for his appointment but the manager was not willing to let go the conversation it was all about them and no where mine nor my sons care came first i had to abruptly stop her and say i have to go to my appointment first and this can wait and they said well then make sure you meet me on ur way out. At this point i thought i will just walk away as the staff were clearly getting on my nerves but no once my appointment is up and i was walking out with my spiralling son receptionist caught me and made me wait for good 10min i told them at 5min interval my son is not doing well and i need to leave but no way in heavens was i allowed to leave . manager came and again started the whole story everyone in the staff were clearly seeing how distressed my son is at that point but no one care or bothered for his wellbeing and at one point manager even said i am not the only special needs mom nor my son the only autistic person in their practice . At this point i was dead internally ...how horrible i was treated it beyond my wildest imagination and its like i was living in hell.

the staff failed in basic patient care and broke all the disability equality laws and they have no training what so ever on how to deal with learning disabilities . Its such a disgrace and clear lack of training or just basic human decency.