Ty-Elli Group Practice 2022-05-05 Person 0 5 0

The receptionists are often aggressive and rude and play games, they either try to trip you up and ask you whats wrong and tell you , you dont need to see a doctor, even though theyre obviously not medically qualified to pass such a judgement. They refuse to pass any messages to anyone, refuse to put you through to anyone....Usually tell you to phone back the next day as they cant book appointments for the next day, which is a crazy strategy or occasionally will ask a clinician or nurse to ring you back. But if you get such a call back often the clinician or nurse cannot do what the doctor does and also often cannot diagnose over the phone, often cannot prescribe anti biotics and do not offer any zoom or whats app camera phone calls like other surgeries. There is very little or no empathy for sick patients coming from the staff. They also only collect prescriptions from the surgery next door 2 times a day. Due to covid restrictions? Ridiculous. So piles of prescriptions mount up on the desk for 8 hours whilst those poor sick people wait ill at home for their pills which often get delayed for another day due to their refusal to do more than 2 prescription collection in the pharmacy literally 40 feet away. Heartless, disgraceful. No one seems to deal with this poor quality service or the bad attitude. There doesnt seem to be anyone you can talk to about it. So the patients feedback is ignored and it just gets worse.

Everything. Start with a proper complaints procedure where a patient can ring and speak to someone to complain and a suggestion box that is read by these same people and taken very seriously. re-train all staff and teach them EMPATHY for sick people. If they cant show that they should be sacked.