Share review of Park Road Surgery

Park Road Surgery 2017-03-20 Person 1 5 0

Ive been registered with this surgery for the last 20 years, albeit paying a visit just a couple of times a year. Some receptionists are regularly unnecessarily abrupt, or, in some cases, like today - plainly rude! After a bad fall, I called the surgery for an appointment in order to get a referral for an X-ray. 10 minutes went waiting on the line, - an automated recording stating that there were 17 callers ahead of me. Then, when my call was about to be answered, it had been terminated. I had to call again, - another 10 minutes waiting. Finally, my call was answered. When I expressed my disappointment of my first call being terminated and concern of receiving an appointment, a receptionist sounded as if I was asking her for a personal favour. The appointment available was at 10.50am. I asked her whether it would be too late for the doctor to give me a referral for X-ray to be done today, so she put me on hold. I assumed she was seeking the info to answer my question, but she got back to me with "Right. Do you want this appointment or not?" I was taken aback with such bluntness and said that she could have at least apologised for my first call being terminated, but her response was... just another hang up! Let me give the details: I am in pain with my knee after that fall. In addition, the excruciating pain caused me to faint - straight down to the stone floor of my kitchen, - landing on to my face. As a result, I broke my nose - bleeding; hurt my head severely; hurt my lips. And now I am unable to get any appointment, let alone the urgent one, as I intended to have, having been calling the surgery from 8.30am in the morning! I called for the third time and, when a woman answered me, I asked whether it was her who hang up on me earlier, thinking that this time it might be another person talking to me. However, it must have been her answering my third call, because the phone went dead once again - she HANG UP on me for the THIRD TIME!!! Now, I called the manager, who apologised for the rude receptionist and gave me the information I required. Comprehensive information. And an emergency appointment. However, such treatment could have been given in the first place by the obnoxious receptionist. I recognise her voice, - she is not new to this practice. Perhaps, she is tired of all of us, the local patients, - being in pain and with our constant ailments, nervous state and disappointments? Why does not she retire and give her place up to somebody who can perform her duties with kindness and due care? I would raise this question with the Partners of the practice this time, because such rudeness is not the first incident for the Reception.