Upper Gordon Road Surgery

Written by a patient

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!

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Written by a patient

Getting an appointment isn't a problem as long as one recognises the Practice rules and accepts that there are a lot of patients to be seen. Over the years I've seen many of the staff. All have been courteous and caring.

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Written by a patient

I called on a Monday morning about a rash on my daughter(3) as we were due to go on holiday that day. The surgery arranged for a nurse to call and then arranged for an appointment straight away. This was excellent service and exceeded my expectations. The surgery always manage to deal with children very quickly which is very reassuring. The doctor and nurse were very helpful and put my mind at rest before travelling. I have always been happy with the service is we receive at this surgery.

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Written by a carer

The surgery is very good and generally the doctors and nurses are great. The addition of the Pharmacy and its opening times is fantastic. However getting an appointment used to be relatively easy in terms of time but now you can have to wait 3 or 4 days for one. This is even more difficult with children because we are pressured by the schools, not to take children out during school time yet trying to get an appointment outside of school time within 1 day or even 2 is nigh impossible. What would be nice is for the practice to open 7 days per week - people are not just sick Mon-Fri and suspecting that the practice coverage has grown in terms of people then surely weekend opening has to be considered. I also appreciate that this isn't just down to the practice decision but the wonderful government. I don't want to end on a negative note, the wait time to get an appointment is not good, however doctors, nurses and staff are spot on

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Written by a carer

Visited the surgery on New Year's Day, when it was open for walk in appointments. The receptionist was extremely helpful, and we were seen almost immediately. We really appreciate that the surgery was open on the bank holiday for urgent matters, as we didn't require A&E, but did need to speak to a GP. Dr Orr was fantastic, and really helpful.

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