Share review of Upper Gordon Road Surgery

Upper Gordon Road Surgery 2015-06-26 Person 4 5 0

The practice is now headed by Dr Karen Lothe, an exceptional doctor and human being. Doctors like Dr Emma Whitehouse and Dr Bsis fall into the same category. We are lucky to belong to this practice. The other MOST helpful service is the Pharmacy. Apart from the very friendly opening hours, people like Chatan, Danielle, Marilu, Alex and others are a pleasure to deal with and other pharmacy staff could learn from their exceptional behavioural skills. For example, some of the ladies at the Reception desk and the Back office. Some of the notices that went up during the major works were less than friendly and even today some of the Reception Desk staff would do well with brushing up on their telephone skills and 'attitude'. Patients are not a nuisance - and even if some are, they pay your salaries! The lady who dealt with a lost document of mine, for example; even though I tried to make light of it to spare her the embarrassment, she kept a stern face throughout, never apologised for the inconvenience she caused to me and she made me feel as though had I not been there, this embarrassing event would not have happened. As you can see, these things maybe overlooked at the time for the sake of getting on with more serious stuff in life but are not forgotten. Oh, and that 12:45 to 13:45 lunch hour total telephone blackout is something out of the 1930s - please address! The last, but not least, area are the Nurses. What impresses one immediately, is the level of knowledge these health practitioners have. Very comforting from a patient's point of view, isn't it? But what also comes through, with very few (fortunately), is a bit of 'attitude'. They appear to come across as very busy, frustrated doctors, talking down to you. Some can't wait for your to leave so that they can get on with whatever they have on next. It is soooo good to be able to relax and share a one-liner to lighten the mood, especially when the reason you are with them in the first place, is not a very joyous one! Like every organisation, there are good things and things one can improve on. I hope that this account will provide some food for thought to turn your organisation from good to great!