Tideswell Surgery

The New Surgery, Parke Road, Tideswell, Buxton, Derbyshire, SK17 8NS 40 reviews

Reviews

Recommend
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29th March 2023


I needed to collect a prescription from Tideswell Surgery. I have asthma, the prescription was for my new inhalers. They called us to say that the prescription was ready, I drove in today to collect. I tried parking in the small surgery car park as my asthma makes the hill difficult, but it was full. So I left and parked down in Tideswell itself, and walked - wheezing - up the hill to collect my prescription. There was quite a long queue, so I waited a while, then when I got to the front the lady behind the reception desk took my name (a bit gruff, no 'good morning' for instance) and then went to find my prescriptions in the drawer. While she was looking, I noticed a hand written sign on the reception desk saying that it is cash only. I asked her is this true, can I not pay by card, as I had no cash (many don't, it's 2023!). She said 'no, you can't pay on a card' and left it at that. No apology or explanation. I asked 'so is it really cash only, can I not get my inhalers today?'. She sighed and said 'can't you just walk back down to the bank and get cash out?'. The honest answer to this is that no, I couldn't, but I did not want to share my symptoms with the by-now listening queue, so I asked her why they had not mentioned on the telephone that we would need cash to collect my prescription. She ignored this and simply repeated that I could walk to the bank. I said that I don't have time and left. So there was ZERO apology, ZERO warning on the 'phone, and very little grace or humanity. Combine that with the least-private reception queuing area in England and I simply won't go back to this surgery. I am left going away in two days with no meds and very poor customer care or sympathy for my situation by the staff. It was a horrid, stressful and embarrassing episode, which is the opposite of what a surgery should be providing. Send staff on a customer care course sharpish or this surgery will fold as the newer generation will simply vote with their feet. It feels like a local surgery for local people who have lived in the village for 50 years. I have not, so was treated very shabbily. An upsetting experience. Receptionists are the public face of any business. They need to care as much about the patients as do the doctors. (Morning of Wednesday 29th March)

Suggested improvements
Warn patients on the 'phone ahead of time that there is an issue with the payment machine, in order that we might bring cash with us to the surgery, rather than saying nothing then leaving us without medicine. Apologise when confirming that you won't release meds as you're cash only as you have been without a card machine for some time. Don't patronisingly say 'can't you just go to the bank' to a patient in front of the whole queue when you have no idea about that patient's symptoms or circumstances.

Experience
Involvement
Cleanliness
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Written by a patient
4th May 2019


A repeat of earlier comments: I consider that I am qualified to make a good judgement and assessment of being a recipient patient at this surgery. I have been listed with the Practice for 27 years. In this long and varied time, I have always found the Surgery/practice members to include, doctors, trainee doctors, nurses, visiting (trainee) specialists, practice managers and receptionists to be professional, helpful, considerate, cooperative, courteous and represent the Practice to the highest order - well done Tideswell Surgery. No criticism to register:

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
26th January 2017


All staff provide excellent service, they are so friendly and helpful and can't do enough to help you. The open surgery is a marvellous service, to be able to see a doctor on the same day really is outstanding. I can't praise this surgery enough!

Recommend
Involvement
Cleanliness
Staff
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Written by a patient
26th January 2017


Always get the best care, from all the staff at Tideswell Surgery.

Recommend
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Cleanliness
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Written by a patient
10th March 2016


I have friends all over the country & no-one has as good care as we do. They don't believe me when I tell them about OPEN SURGERY. Thank you ALL whowork here you are a GREAT TEAM

Recommend
Involvement
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