Upper Gordon Road Surgery 2022-10-24 Person 0 5 0

With my recent experience with the staff at UGRS via phone call and in person itself , I found the staff not rude but very unhelpful and unwilling to listen to us , Patients. Even without hearing the symptoms properly they were quick to refer us to online consultation and 111. The strange part is when those very two helplines directed us back to their service , they were still unwilling to help citing that the surgery is full with appointments. I only saw one lady sitting at their surgery and the waiting room pin drop silence that too on Monday. My queries is also similar to other patients who have complained here . With due respect to Receptionist, how can they decide on the phone without even listening properly which patient should see GP and which patient shouldn’t? Also don’t they realise that in case of urgency there is a facility to make phone call appointments ? How could they just rule out these facilities and like a parrot keep repeating 111 , 111 ….. utterly disappointed and frustrated with the service at UGRS.

Please manage your Reception staff and train them properly especially with empathy and a listening ear would help. Please don’t let them decide which patients should see GP and which shouldn’t. If they are to decide then give them enough training to recognise when urgency case comes by.