Share review of Sprowston Primary Care Centre

Sprowston Primary Care Centre 2018-11-27 Person 2 5 0

I’d like to start by stating that I cannot fault the GPs at this surgery, having seen different doctors on numerous occasions for myself and my children, that’s have all been exceptional. However, I have found on many occasions that the reception staff (not all) have left a lot to be desired, I find them to be rude, unkind, extremely disrespectful and unhelpful, today in particular having spoken to them face to face this morning regarding a repeat prescription for my son, that they failed to get signed and sent off for 2 weeks ago! To then be told to wait 2 days for (when my son has been without much needed meds for 4 days already) after pleading that it was urgent, the lady told me to call back at lunch time. 12.52 I called the practice, waited in the call queue as expected, to be answered at 1.02 pm and told it was an emergencies only line, I politely asked after my sons prescription to be told yet again it was an emergency only line, I said I felt it was, and was promptly hung up on. Feeling upset and insulted I went into the practice, to ask in person, where I was told that they infact had my sons prescription ready now but hadn’t phoned me because they had no number for me?! I have had several phone calls from the surgery in the past and therefore know this to be untrue. They have no idea how to show empathy or understanding to people’s problems or give any afterthought to how their actions may make people feel. My son was at home in physical and mental pain, genuinely suffering from not having had his meds, having explained this to them this morning already I would have expected to be shown at the very least some compassion and respect. I would suggest that ALL reception staff are given training in these areas, and remember that the people they deal with in person and on the telephone are often likely to be vulnerable, unwell and in need of help, which is why they have this job in the first place! Kindness understanding and respect go a long way.. not least in this profession.