The Montefiore Med Centre, Dumpton Park Drive, Ramsgate, Kent, CT11 8AD
Also known as: Dr N C Ward and Partners, Dr M E Maiden-Tilsen and Partners
I have been registered with this practice since 1979 and have always highly praised the practice and the partners and over the years my family and I have received excellent medical care. Yesterday my opinion changed somewhat, not towards the partners but the reception desk itself and some of its staff. I visited the surgery yesterday at opening time, I needed some advice about my current health problem as I was in immense pain and have been since August of this year, I waited for a whole month to see my Doctor about my condition in the hopes it would clear up itself, in September I made an appointment to see my doctor, Dr Marsden who diagnosed Sciatica, in both legs, she was very helpful and caring and discussed with me the types of medication that would help me with the pain and gave me a prescription, because this problem has been going on for so long and not improving, the pain is immense and very debilitating, I looked around online and found the Chiropractor Association, thinking that I may be able to help myself more by correct exercise's etc etc. On their website and the NHS Direct website they advise you to speak to your GP first before entering in to any exercise programme, so thought I would ask at reception if I needed to make an appointment, just for this advice, or would there be another option without taking up an appointment slot for someone who needed an appointment more than what I did, I did not want to do this as I know how hard it is to get an appointment. I was told by the receptionist that she could get Dr Lyle to call me as my own Doctor was off duty. I said that would be fine and gave my telephone number, she told me the call would probably be made within 2 hours. The receptionist asked me what I wanted to discuss with the Doctor to enable her to prioritise the call, so I told her. I did not receive a call from the Doctor at all yesterday, after much waiting, NO my situation was not urgent, (I did say that if possible I would like to speak to a Doctor today) It was not life-threatening, but I certainly don't think that it is up to a receptionist or a manager to decide who can have a call and who can't, or who can have an appointment and who can't, they are not medical professionals, but alas some think they are, that is the way of the world today unfortunately. I feel now that I should have just made an appointment and wasted the doctor's time just so that I could have got the advice I needed. Obviously I do realise now that my request would probably have gone to the bottom of the list, due to reception staff, and the doctor will have no idea until he gets to the bottom of the list. What would have happened if I had refused to tell reception what I wanted to discuss with the doctor, which I have every right to do, where would I have been on the list then. I can accept that the partners are very busy, its a busy practice, I can accept not receiving a telephone call yesterday because of this, my concern is not just for me but other patients as well, when it is left to reception staff to decide who can see the doctor, who can speak to the doctor, based only on their administrative skills, this is wrong, and it is wrong for anyone to have to discuss their medical condition with receptionists, ( medical secretary's would be better taking on this role) I would discuss anything with them, whatever has happened to patient confidentiality and data protection. All I wanted was a little advice to enable me to go ahead and help myself.
My Gp listened to what I said and was extremely helpful and kind as I am 89 years of age, it is very helpful to me, also Enzo at the reception helped a lot over a further appointment.
Waited 55 minutes to see my GP for a five minute consultation. I recall being reprimanded at the reception desk once for arriving five minutes late for an appointment.
Both Dr Jean Johnstone and all the nurses beginning with Sandra were instrumented in saving my life and having my fistula resolved. Not forgetting the determined organising of practice manager Julie Hill! Thank you is too small a ward to use!! What an exemplary team of our NHS is the Grange Practice!!
I saw Dr. Bannon today with an emergency appointment. When I entered his room he apologized for over running his time. He listened calmly to my concerns, then phrased his explanations sympathetically and politely. Then offered to examine me and asked inf I wanted someone with me in the room. After the examination he printed out fro me information relating to my condition, prescribed some ointments and explained how to use it. At all time I felt at ease and trust his professional judgement.