Lenwade Surgery

Reply from Mattishall & Lenwade Surgeries
Mon, 19 Jan 2015 17:13:31 Z

Dear Patient, I have read your comments in particular the comment regarding 'you are made to wait at least 20 minutes past your appointment time'. I can assure you that the reception team do endeavour to notify the patients waiting in the waiting room as often as possible where delays are noted. It is not the receptionist's fault that the GP is running late, this is usually due to an acute presentation by a patient who therefore needs more than the 10 minute allocated appointment slot. I can assure you that any delay that you may have experienced within the surgery is not intentional. Our reception team are very experienced and do keep patients informed at all times. In regards to where you felt rushed by the clinicians that you saw, you can always request a specific GP or Practice nurse particularly if you have clinicians that you would rather see, our reception team will always offer the patient the first available appointment slot with any clinician if none is requested. However, if you are happy to wait for a specific clinician this can be accommodated and you should ask the receptionist at the point of making your appointment. I am sorry that you felt rushed during your visit and I can assure you that this is not our intention. If you would like to discuss this issue further please contact me direct at the surgery by asking for the Practice Manager.