The Wall House Surgery

The Wall House Surgery 2014-11-17 Person 2 5 0

My family have been patients at this surgery for around 20 years. All the doctors are excellent, very helpful and understanding. We have always received great care from all the health professionals including the nurses, midwives and health visitors. Unfortunately, dealing with the gate keepers at the front desk has become more and more difficult over the years and the recent introduction of the triage system is now making us seriously consider moving to a different practice. All the front desk staff are rude, unhelpful, make you feel like you are really inconveniencing them, they have no concept of "customer care" not even basic pleasantries sometimes. They seem to be targeted on how many patients they can avoid giving an appointment to. On three separate occasions in the past year or so, we have called for an appointment, been told someone will call us back, either never received a call back or have been called when we can't get to the phone and no message is left, and when you call back even (if it's straight after you've been called) it seems you have to go to the back of the queue again and wait a totally unspecified time - often several hours - before you may get a call back again if you're lucky. My family are not the type to come to the doctor for trivial matters, we are very conscious of alternatives such as using local pharmacies for general health advice, and as our children are older now we don't tend to have the need that we did when they were little, but sometimes you just need to see a doctor. We are however totally put off even trying to call and get an appointment by the atrocious way we get dealt with by the front desk staff. The practice of always being asked "is it urgent?" is incredibly frustrating and it seems the only way to get to see a doctor that day is to say "yes" to this, even if it is not. But frankly, who are we to judge if it's urgent or not, if it were that urgent we would be going to the Emergency Department at the hospital. Why should this even be asked if the triage process is working properly? I believe this surgery is struggling to keep up with ever growing demand in the local area and the way one is treated when trying to make appointments or even ask simple questions makes it appear that they are actively trying to put people off using the facilities in order to make them go elsewhere and free up a space for another "customer". We are utterly fed-up with being treated like this, and are actively looking for an alternative surgery which is a shame since the healthcare professionals all work to very high standards and we have no complaints about the quality of care received. We have written letters of complaint to the practice manager about these gate keepers but nothing ever seems to change. Please sort out your front desk staff, even sending them on some basic "customer care" training would be a start.

The Wall House Surgery 2014-09-11 Person 3 5 0

I have been involvd in taking my Father to this surgery. I am not registered with this surgery. I found the Reception staff and the Dr faultless. Very careing and helpful. However the facilities need investment. The Doctors rotate from down stair to up stairs which means that my father has to wait until the Dr incharge of his care is on a downstairs rotation and hope she has an appointment. A Stair lift would solve this problem. The toilet door to the mens loo is very stiff and my frail father found it difficult to access the toilet unaided. The enterans has a carpe with a raised carpet type rail whihc I watch a patient struggle to roll his walking frame over unaided. these things could easily be fixed and aid patients welfare and well being at this surgery.

The Wall House Surgery 2014-08-26 Person 5 5 0

The receptionist was very understanding to my problems and offered to have one of the doctors call me back. The doctor who I spoke to on the phone was excellent, he listened to my problem and offered me an appointment the same day (today). The doctor who I saw (and have seen previously) was very kind and explained things to me in a very clear manner, he took time to listen and offered me options to my problem. He informed me of my choices and the pro's and con's of each one of them. He made sure I was happy with my decision and is referring me to get more tests done. Previous doctors at other surgeries have never wanted to take time to listen to what I have to say. I feel the staff at this surgery really do make time for you and really want to help you get better. Amazing service.

The Wall House Surgery 2014-08-07 Person 4 5 0

So reassuring to have kind and efficient receptionists!

The Wall House Surgery 2014-08-06 Person 4 5 0

Best surgery I've ever been with - helped me a lot when I was seriously ill.