Station Road Surgery

Shocking rude nurse / doctor. Doesn’t listen, keeps talking about the other patients waiting outside.
Original Comment Report...

1.I can hear pretty much why other patients are attending surgery through the GP room door because there is no sound proofing. Yes, no sound proofing. That means the doctor's conversation with a patient over the phone can be heard, a physical examination commentary and a face to face conversation about a personal matter, can be heard by your fellow patients. I have often walked out, eyes to the ground with embarrassment as I had heard the previous patients concerns and wondered what could be heard of mine. What this does is limit your own freedom to be open about your reason for attending surgery, removes dignity from your treatment, undermines patient confidentiality and possibly makes you reluctant to make or attend appointments. A simple sound proof door being fitted along with very light (classical) music being played in the waiting area here would resolve this in my opinion. I am rather shocked that this is allowed to continue when the effect could be quite serious and yet the solution so simple. 2. Occasionally we all feel fed up at work. However, front desk staff should view their role as a window or advertisement as to what to expect when attending surgery. If this is the case, then the Reception staff may benefit from customer service training. Requirements for this role should be service with a smile, pleasant manner, upbeat when under pressure, willing to make polite conversation(when appropriate) and willing to help patients. Sarcasm, abruptness, rudeness and miserable demeanor really have no place in this role. I think the surgery would benefit from an undercover Department of health inspector visiting the surgery. 3.When you do get in to meet with your GP, you are from the get-go made aware that you only have 10minutes. Simply put, I find this completely unprofessional. I can appreciate completely that GPs are under pressure to meet Government Quota. However, walking in to discuss an issue reluctantly may result in a patient walking out with a laxative prescription when they actually have bowel cancer (perhaps not an extreme fictitious example), all because the Doctor could not or would not allow the patient to speak freely and relay all their ailments because of time constraints. Surely a simple sign in the waiting room for patients would be appropriate to encourage patients to focus minds on what they intend to say. Also it would help immensely if the Doctors took at least 2minutes to read a summary on the patients last visit or treatments before they are called in, rather than finishing off the previous patients record update. 4. Prescription service could do with modernisation. 5. On a positive note the GP's are generally quite pleasant and the Reception staff do not appear to be deliberately rude. I think they are all under pressure and just not aware of the impact. I hope this is taken as intended, feedback to help improve service delivery.
Original Comment Report...