I have visited the practice on many occasions. The reception staff don't understand the booking system. Appointments are re-arranged without letting the patient know. There is no sense of empathy or understanding for the patient. No apology when you turn up and your appointment has been cancelled. Neither the staff or the manager had any knowledge of the complaints procedure. I was asked to pay for my treatment in advance as the reception staff wanted to cash up. As this was a band 3 treatment that had already been sent back to the lab for not fitting I didn't feel that it was appropriate to do this. I was then spoken to by a gentleman behind the counter (not reception staff )how the practice has to pay upfront for the items that come from the lab. So now I felt pressured and humiliated to pay. At no point did the person behind the counter introduce herself she might have been the practice manager but I don't know for sure. I'm not sure I can face going back, it shouldn't be too much to ask to be treated with a little dignity and respect.
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