The Ferns Medical Practice

Written by a patient

1st February I 'phoned for an urgent appointment to see Dr Koh. I had what I thought was an insect bite/abscess, and needed urgent help. I was given an appointment 6 days later to see Dr Koh at 5.30 on Tuesday 6 Feb(wrote this down in diary). My face was swollen down right side, stabbing pain in right eye, and things were very bad, so I phoned on Monday and requested my appt was brought forward. Told I could see Dr Sindell at 3.50 on Monday. Arrived at surgery early, and was not seen until around 4.30.No apology offered for having been kept waiting (had I been late would have been a very different story from them). Dr Sindell's bedside manner was atrocious. Bearing in mind the right side of my face and neck was so swollen she was totally dismissive. Told me to go to dentist. I explained antibiotics would cost me a visit of £70+ I am on a pension. She claimed she knew nothing about the mouth or teeth & her opinion it was not appropriate to give me antibiotics for an abscess. (Bearing in mind she claimed to know nothing about the mouth or teeth, she was a doctor, not a dentist). I was seated, she standing about 3ft from me told me to open my mouth, all of a sudden she knew about the mouth ! Told me she could see a lot of damage inside - (really, they are fillings). She could not possibly have been able to see inside my mouth. Boldly told me ''there is nothing I can do for you, can't help you'' and left her patient with a very swollen face leave her surgery. Disgusting, I was furious and very upset. Told the receptionist to keep my appointment for the 6 Feb at 5.30pm, only to be told I did not have one with Dr Koh and named another Dr. Receptionist was so rude. Their error, so why should I suffer because of it, her reply, ''don't be so silly you are not suffering'' We all know the dangers of an abscess and the worry if it bursts - sepsis - I asked to see the Manager, who was not interested and I was told Dr Koh will phone me at 4pm on Tuesday. He telephoned me at 4.30 and I told him the abscess had burst, and I was forced to pay £70 to a dentist to get the required antibiotics. and he was shocked at the dreadful treatment under these circumstances and Dr Koh apologised. I have always had a battle to see Dr Koh who in my view is an amazing GP. Had I seen him in the first instance this abscess would never have got hold and would never have burst. I have found the receptionist rude and obstructive - seems to me they rule the surgery and not the doctors. As I sat waiting to see Sindell, I was amazed how rude and curt the receptionists were to patients. They should remember they are dealing with sick/unwell people who need help and understanding. I have had nursing training, albeit years ago. Any of us dared to speak to a patient the way these receptionist do, the Matron would have shown us the door. No apology for mixing up my appointment, and refused to make one for me with Dr Koh on the Tuesday, their error but would not budge. Dr Koh phoned me on Tuesday and I explained it all to him, for which he was generally very sorry for the way I had been treated. I will never put myself at risk again, and shall most certainly not be returning. Very sad, as Dr Koh is an amazing doctor, but let down by the rude and obstructive receptionists, and a manager who did not offer me the courtesy of speaking with me about the receptionists error regarding my appointment. This is not the first time they have mixed up my appointments. Very bad idea to allow these receptionists to quiz patients as to why they want to see their GP. My dentist was shocked at the refusal of antibiotics, and has now told me to watch for signs of sepsis and if any arise to seek urgent medical attention - really from this practice, I don't think so. I am a patient, but not for much longer. I can now see why A&E are so over stretched.

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My GP always has time for me, puts me at ease and I can talk to her about any issues and not feel that I'm wasting time or being silly.

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Staff - excellent. Dr Koh - excellent. 10/10.

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Getting an appointment when needed is usually good. Waiting to get through on the phone needs improvement.

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Very good as always. Been coming here for years! Always very high standards of advice and care.

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