Sandhurst Group Practice 2014-11-10 Person 2 5 0

Front of house service is not to the standard I would expect of a service provider. Sometimes I can be waiting 5 minutes to get through to a receptionist to try and book an appointment and whenever I do call there are never any routine appointments available and always get questioned if the problem is an emergency. I wouldn't be calling if I didn't think I needed to see someone! 3 weeks ago when I called for an appointment as I had laryngitis the receptionist was rude and told me she couldn't here me and that the line was bad. I had to try and explain that it wasn't the line that was bad but the fact I had no voice and I still got questioned if the problem was an emergency after being told there were no routine appointments. I also find that whenever I go into surgery to collect a repeat prescription I'm always waiting for nearly 10 minutes and the queue is always out of the door. Could there be a way the surgery reception be shuffled around so that people aren't waiting out in the cold and or there be a designated area for collecting repeat prescriptions so people don't have to get caught behind people booking appointments, which can take forever as there are never enough routine appointments. The the self check in computer is positioned in an inconvenient spot. I use this when I arrive but usually have to squeeze through the queue for the reception desk and if I have my toddler and baby in tow it's not easy to get through! I also don't think enough people use it which would then help the reception staff! I sometimes find the reception staff extremely rude, unfriendly and unhelpful.