“I experienced myself that two members of staff at reception and one of nurse for blood collection on different times were very rude,unprofessional and disrespectful.Reception staff do not value patient's time spent to waiting,experience of cancellation of an appointment because of mistake made by another member of staff. Whenever you ask to speak to manager then reception staff does not call the manager and insist to e mail the complaint.one the patient goes through with unpleasant experience then manager does not bother to come and listen even do not have an other team member present to deal with complaint.generally it's very poor management who does not want to go an extra mile to provide excellent service but can not even bother to deal people with respect but want to have zero tolerance policy at surgery for staff only. As a registered patient I believe all members of staff do deserve respect so do we as patients. Also operations Manager should reconsider and over look complaint handling procedure by listening herself/supervisor and providing a valid contact number where people can anonymously share their experience at surgery as well as to make sure that all members of staff get trained how to deal with patients and how to handle complaints.
Thanks”
“Another terrible experience with Dr ARA. After speaking with the lovely operations manager in the morning we were asked to come in and see Dr ARA at 4pm so we could clarify the situation with my 14 month old son and another complaint I had against her. Myself, my son and my husband went to the appointment and she made us wait for 40 min. During the appointment she was cold, not kind, treated me like I was lying, she disregarded and dismissed my complaints, looked as if she didn’t know what I was talking about, asked me to wait outside. I wanted to be seen by a Dr who gives me security and makes me feel safe and instead I had a HORRIBLE HORRIBLE EXPERIENCE with this person. Please avoid this Dr who is cold and doesn’t listen to patients. Even thought I had a complaint against her, her duty was to listen and be kind”
“Had an appointment for blood test. Took ten minutes for the male receptionist to tell me he couldn’t find it on the system. He was also busy talking on the phone, rather than give me the full attention. Very unprofessional and untrained.
Showed him the appointment card with the name and time of the person I was seeing, but to no avail. How does an appointment just disappear? Outdated computers, software, CRM? Not the first time. Appointments simply disappear. Instead of resolving the issue, the guy was just giving excuses, left , right and centre. Took almost two weeks for this appointment and had to drag myself physically in their surgery to get this appointment. Their telephone system seems to take for ever and ever. No online facility.
Issue unresolved. Simply suffer and put up with the pain. The total lack of patient care is simply astounding.”
