Torrington Park Group Practice

Torrington Park Group Practice 2017-11-27 Person 2 5 0

My partner attended the practice in the morning of Monday 27 Nov 2017 after her appointment she asked for an appointment for our son to see a doctor. She was given an appointment for 3.30 the same day. Unfortunately my son could not make that appointment so she phoned me to call the practice to cancel as I know that many appointments are missed and not cancelled. So I phoned and was put on hold I waited for 25 minutes and decided to get in my car and go to the practice so that we wouldn't be penalised for not cancelling the appointment. I did not end the call and I stayed on hold and when I got to the practice there was patients in the reception. I spoke to the receptionist and asked her if this was right as I was still on hold and showed her my phone that I was on hold for 35 minutes. The receptionist said she was very busy seeing to patients that have walked in and were queuing up to make appointments or enquiries or picking up prescriptions. I asked her if that was fair that I was on hold for 35 minutes and still on hold and she was seeing to people who had just walked in but didn't have any queuing system with the calls that were coming in on the phone. I appreciate that the staff are very busy but the procedure with patients phoning up and the walk in patients is not fair after speaking to various neighbours who attend the practice they have had similar problems, one neighbour advised me even when I need an appointment on the day to see a doctor its best to walk to the practice and queue up and make the appointment there and then as its quicker than phoning and cheaper. I 've been a patient at the practice for more than 30 years and appreciate all the help we have had as a family. But I felt I needed to make this complaint that might be helpful in the future for other patients.

Torrington Park Group Practice 2017-10-09 Person 4 5 0

Have been using this surgery for over 20 years. Have NEVER had a problem getting an Appointment! Also, you can now access all your medical records online, book a future appointment, order your prescription etc. Have always found Receptionists helpful and pleasant. Some odd comments here by people- maybe they need to check their own behaviour and attitude?

Torrington Park Group Practice 2017-08-09 Person 2 5 0

I have been a patient at The Torrington Park Group practice for several decades. On this morning I came in sat down in the waiting room. As I sat all I could hear was a receptionist shouting loudly on the phone. I couldn't believe it! As I sat waiting for my appointment she began to get louder & louder.. I'm not kidding. I noticed it was not just on the phone, even to people who were unfortunate to have to deal with this woman. Very clear to see this woman was extreamly uncouth, had no idea of how to deal with people. As the phone rang she would be rude to the poor patient, obviously in a loud voice so the whole waiting room can hear every detail of the conversation... which is clearly sensitive information. I continued waiting for my appointment, the more the woman shouted the worse my headache got & I was not at the doctors for a headache... someone please address this matter asap. The front of house, in my eyes is a very important position in any business. How this kind of behaviour is excepted? I find very hard to understand? Really was so shocked to see this.

Torrington Park Group Practice 2017-08-07 Person 4 5 0

I recently had to come to the doctors. It was a morning appointment, never in my life have heard anything so disturbing to me... I was in complete shock! As I sat in the waiting room... All I could hear is one of the receptionist shouting at the top of her voice at people over the phone. She spoke in a extremely loud uncouth condensing manner. I really could not believe how someone with no interpersonal skills, complete lack of compassion or any customer service skills is in such an important position, front of house. This was constant over the phone and to patients who were very unfortunate to meet this woman! I sat for over half an hour waiting for my appointment, by the time my name came up I had a very bad headache, it was like she was getting louder & louder. I never complain about anything.... However I felt I had to say something about this. I have been using this Doctors Surgery for several decades and always found the receptionists to be helpful and compasiont to our needs, I don't know where you found this person, but you have scraped the bottle of the barrel with her.

Torrington Park Group Practice 2017-06-15 Person 1 5 0

The "office manager" Nicola Was extreamly rude. Had my sister in tears. How dare she speak to a patient in that manor when they are in need of help. Disgusting behaviour for someone working on reception. Will take this complaint futher.