Radnor Street Surgery

Written by a patient

Since joining last year I’ve always had a great experience with each DR and Nurse appointed, however regretfully it’s not been as positive with the reception staff. From my first conversation and throughout the year, some front of house staff have been very rude and abrupt in their call handling ability. I chose to raise this last week, and asked my calls to be listened to however was advised this isn’t possible by their manager. It now seems the staff have grouped together to explain that I’m rude and abusive. This is gravely untrue and is majorly why I’ve asked the calls to be pulled up as it’s the staff that speak so disrespectfully. I’m astonished! When discussing this with Sandra (manager), she was just as rude, abrupt, argumentative and threatening. When asking if the call was recorded, she then suddenly cited ‘Im away to record it now’ and pressed a record button while shouting down the phone. I chose to end the conversation and explained I’m now disconnecting the call because it was so bizarre the way she spoke down to me when I was nothing but calm, polite and professional when ‘attemtping’ to provide feedback on her staffs call communication style. My advice is although the DRs and nurses are Superb, the actual customer service front of house is to say the least, shocking. When you raise an issue it seems they bully you into a corner and make you out to be someone you are not. I’m peaceful by nature and my role is a complaint manager for a major bank. So I’d never be ‘rude nor argumentative’. I feel backed into a corner and I’ve asked to de listed with immediate effect. This isn’t just my opinion but others I know. I can also see my review correlates to a similar ‘staff attitude’ review within this thread. Clearly an issue but this isnt the GP to get involved with.

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Written by a patient

Lovely staff that actually listen, have been to a few doctors surgeries before over the years and these were the first where I felt comfortable enough with the practitioners to openly talk about mental health struggles I was having and get appropriate treatment.

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Written by a patient

My GP is dr Roberts and he is very good at his job,listens,very helpful and professional. Unfortunately, I have had a very bad experience with a nurse there.I went for a vaccine and for my blood to be taken.the nurse was quite rude and unprofessional. She made some rude comments about my health. She also did a very bad job when taking my blood. My arm is still very bruised and swollen 4 days after the visit. She wouldn't listen when I suggested using other arm with veins being more visible there.Very disappointed and don't feel like going back there.

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Written by a patient

My GP is Dr Melrose but I've also seen Dr Roberts, the other GP in the shared practice, a number of times and both of them are, in my view, exceptional GP's. It's been my experience that they see you as a person first and your complaint in that holistic context. They're not "preachy" or assume they know what's best for you or give unrealistic advice - in short, they have great people skills and really strive to work in partership with their patients. Dr Melrose also has a wicked sense of humour which is very refreshing. I have always been treated with the utmost respect by all the staff at the surgery and despite their grueling schedules, I have never felt rushed in a consultation. They take time listen, consider and discuss treatment options with me and help me weigh up the pros and cons of each. I've always felt involved and empowered as a patient. I've also seen the practice nurse a number of times and can say the same about her. The reception staff are always welcoming and helpful and it's clear from spending time in the waiting area just observing people coming and going that they know the patients well and take the time to form relationships with them. The practice goes the extra mile to try to be patient-centred and work for the convenience of the patient - arranging phone consultations for patients who can't make it into the surgery, weekend drop-ins for flu jabs etc - and I really appreciate that. I really can't rate the practice highly enough!

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