The New Surgery 2021-04-17 Person 1 5 0

I can't exactly put my finger on what has caused the decline of this practice, but decline it certainly has where one gets the feeling that total chaos is seething beneath the surface. When I asked a receptionist what is the best time to call? I was told in a jocular manner "never" with a shrewd laugh.That's not really funny. Last week I expressed my view that the practice has become very sloppy in response to being promised a call back the previous day by a receptionist who would consult with a doctor (as there were no appts left that day, fair enough) regarding how to take a new medication for , very painful back spasms that had rendered me immobile and when I rand back in the afternoon the practice was closed! So why promise to ring me back, they must have known? . and I was met with a very hostile reaction the following day, I was told I was "making nasty comments" by saying in a, calm measured voice that the practice had become sloppy and was told that she was ending the call and put the phone down on me! If that's not rude I don't know what is. All for basically saying just what they don't want to hear. Both Dr Prassana and Dr Nasif have been extremely kind, charming and helpful but frankly some of this practices reception staff need some serious retraining and educating in what is, "nasty" and what isn't. I was told "if you don't like it here you can always go elsewhere". That's not very constructive or balanced is it? Total defensiveness at a comment genuinely felt to be true and many patients are saying the same thing. The lack of responses to the v poor feedback online doesn't look good either does it? Not, "sorry we'd like to know what went wrong for you and address it" nope. Just ignored. My main question about a practice that seems to be in meltdown is "what's going on? '

Been more friendly/sympathetic. I stressed strongly to the staff member I spoke to about sloppiness that it was not directed at her personally, not at all. That I was sure she was doing a v good job but that I'd been left high and dry with excruciating back pain when promised a call back with advice. I'd said in the end with there being apparently no chance of speaking to a doctor and that was presented kind of as "end of" surely one of reception staff can speak to him/her? She was quite happy to do this but no call came back.