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Written by a patient
19th August 2019


This surgery has gone downhill. I have tried 5 or 6 times to book a doctor's appointment to no avail. I work full time, and seem to miss their appointment window no matter when I call. CARE DECISIONS The surgery's new booking system means that routine (non-emergency) appointments can only be booked by calling/going into the surgery on Wednesdays between 2 and 3 pm, and these appointments are 1.5 - 2 weeks in advance (though I have been denied an appointment by phone recently, and told I must come to the surgery instead). A short time before I was told this I had been informed by a receptionist that I could only book routine appointments on the day I wanted one from 8am, but before this I was able to book an appointment within a week without any problems. It is very difficult for those with ongoing conditions to have important regular appointments. RECEPTION STAFF / APPOINTMENTS It seems that the booking systems just keep getting more and more difficult to access, making it extremely difficult for someone who cannot call in their 1 hour (per week) booking slot e.g. full-time workers, the elderly etc. Last time I was in the surgery the receptionist even turned away a 94 year old patient with poor mobility when she tried to book a doctor's appointment, telling her she had to return at 2pm. No consideration was given to how the woman would be able to manage this, if she had a lift or drove or had to walk, and no sympathy was offered by the receptionist. Most of the doctors at the surgery have always been good on the rare occasions have been able to see one, and the nurses at the practice mostly offer wonderful care. In summary, I feel that the reception staff care very little about the patients that come into the surgery. They have been rude to me and I have witnessed them being rude to others. The doctors and nurses overall are good, when you can actually see them. CLEANLINESS As most GP waiting areas. Children are not stopped from coughing and sneezing over toys / magazines that other people then use. No disinfectant in waiting area. To improve: - Consider returning to a more accessible booking system, at least for at risk patients (e.g. elderly, immune-compromised) - Training for reception staff on good customer service

Recommend
Involvement
Cleanliness
Staff
Appointment