Upper Gordon Road Surgery

37 Upper Gordon Road, Camberley, Surrey, England, GU15 2HJ Also known as: Dr Lothe & Partners 49 reviews

Reviews

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11th November 2021


The receptionist are terrible. They are rude and also dreadful at doing the job. They don’t do the work properly and then get really defensive when you pick up on it. They’re are dreadfully rude I have been at the doctors surgery for over and decade and a half and in the last 2/3 years the receptionists have stressed me out in many different ways. It was Hayley at the reception when I came in. And then rani stormed in in a intimidating way. I was asked to wear a face mask. I have suffered severe acne for also decades. And cannot wear a mark. When I said I couldn’t wear a mask the lady asked to see my badge. I said I didn’t have one and I also said she could check my medical record. To see that I e had to go to hospital for scans on my throat due to my glands swelling up in reaction to my acne. She then accused me of being rude and that’s is when rani burst through an me totally intimidated me/ I am in a constant state of dismay at the receptionist and they need to be retrained or replaced. They are rude all the time to patients and I’m sick of having to deal with it. The badges are not legit, anyone can buy them anyone can print one. This is discrimination. If I say I have a medical problem then it should not be challenged. I also suffer from anxiety and this has left me really upset.

Suggested improvements
Do not challenge people who say they have a medical condition and cannot wear masks and then call them rude for trying to explain why. Then also to have another member. The apparent manager of the practice to burst in is bullying and not acceptable on any level. I feel bullied and rani is constantly making me and other patients I know feel this way. She is a very intimidating person and should not be a manger as she is encouraging negative behaviour and reactions towards patients.

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Written by a patient
14th September 2020


I rang the surgery to book an appointment - the first time being held as the 10th caller in the queue. After 25mins i became the next call to be answered and was cut off. So I foolishly rang back, to be the 10th caller in the queue again and this time waited 23mins - only to be cut off again. I can't tell you how frustrating this is!! All I want to do is speak to someone and book an appointment - i can't seem to use the online system but can't call to explain this to the surgery either. Do i have to physically drive to the surgery to get to speak to anyone?

Suggested improvements
Answered the phone.

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Written by a patient
3rd September 2020


Receptionist - Unhelpful - Not willing to listen to understand service users problem - Attended Practice to request repeat prescription and left copy of hospital outpatient prescription but this was not done after 48 hrs of request - Increase service user's frustration repeatedly resulting in anger

Suggested improvements
If the prescription would have been done in time this situation could have been avoided Provide training for staff especially on reception to be able to listen and understand service users needs bearing in mind that users are primarily not well

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Written by a patient
25th July 2020


This EMIS system is a complete waste of time. It will not allow me to book an appointment, keeps telling me to ring the surgery. This new system is supposed to make booking an appointment easy any time of the day, this is not the case. why is it so difficult now days to get a routine appointment?? Scrap this EMIS rubbish system.

Recommend
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Cleanliness
Staff
Appointment
 
Written by a patient
10th March 2020


I have found Dr Pambakian to be welcoming and efficient and a wonderful GP, definitely a 5* doctor :) On the downside It is difficult to get an appointment with her with an average wait of 2 - 3 weeks. Also I understand that it is the surgery's policy for patients to allow 21 days for private healthcare forms to be completed by GP's - this, I feel is an unacceptable delay. 7 days is too long let alone 21 !! needs reviewing

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