Staff rude from receptionist to nurse... never been spoken to in the way this particular nurse spoke to me.. can I remind this medical practice that it is their duty to care for their patients . Also nearly impossible to get an appointment and when you finally do treated like we shouldn’t be there.. rude to my kids also!
After being a, satisfied, patient, for more than 25 years, My doctor retired and I was 'palmed off' with different doctors - never seeing the same on more than twice. I found a good relationship with a nurse practitioner who had a good manner and who seemed to be more knowledgeable than the doctors. Eventually she guided me to an excellent doctor (friendly and helpful). Now I am again 'palmed off' with inexperienced people whom I have little confidence in.
Asked for appointment cancer related as I’ve had cancer … after 3 days no one got back to me … apparently after ask online again and wait to see if they bother to respond … … seems that the receptionist now decides if you need to see/ speak to a doctor or not
I have had a few encounters with doctors and nurses at the practice and they have been so helpful. The staff are kind, courteous, professional and willing to help despite being busy and under pressure. A particular positive experience was when I phoned up about some ear discharge my baby had, I had a phone appointment within an hour, then a face to face appointment. There was then a query about the prescription at the pharmacy which was dealt with by the practice swiftly. A really positive experience with good follow up care.
Firstly it's really hard to get through on the phone - it starts with several minutes of warnings and reminders that you should only use the phone for emergencies. They have made it increasingly harder to even speak to a doctor never mind see one in person. I have finally been offered an appointment in 3 weeks time - after several unsatisfactory attempts at using their online enquiry form where they tried fobbing me off to the walk-in centre for a chronic illness. When I wrote a formal complaint about the online response the practice manager did reply but was unapologetic and just went on to give statistics about how many patients have been seen this year. All in all not happy with the service provided by this surgery over the past few months.
I have been having investigations since beg of October when I went to A&E
Ongoing tests and exams when possible I ended up at the end of April back in A&E as in too much pain to be told I had fractured my foot ages ago and kept rebreaking it, I called the next day 28/4 to have a chat with my GP where I was told not available until 25/5 I asked if I could speak to anyone else knowledgeable in the practice to be told no! I then called on the 17/5 to book a face to face appt with my GP to discuss findings and was called back to say it wasn’t necessary and I could have a phone call instead! Where is the care/patient relationship?? .. I despair I asked for the practice managers contact details to be sent to me that didn’t happen either
In order to get an appointment I had to go via the walk in centre. 2 Drs for one appointment. Not a good use of resources. I phoned to get an extension of my sick cert
and was told to apply on line 2 days prior to expiry which I did and was then told you cannot apply until the last day of my cert. I applied today by phone and opted to pick up my cert. The certificate was sent to my phone from which I am unable to forward to my employer. I again phoned St Stephens spoke to a male receptionist and asked if the cert could be e mailed to me, he said he would request this from 'The IT dept' but it would be with me by the end of the day. It has not arrived. I asked if I could pick up a hard copy from Newmarket Road Surgery and he said he would have to ask the issuing doctor to do this but it would not be a problem. I went to the surgery to pick it up and it was closed.
Reply from St Stephen's Gate Medical Practice
The attachment is sent to your phone, You can share it via email or whats app etc just like any other object (eg picture) on the phone or you can sent it a printer wirelessly.
We do lots of Med3s and this the first time we have had a \"I cant sent to my employer|\" complaint. We will make sure reception are clear about this.
Send us a message from the website and I will talk you through it.
We really don\'t want to be wasting trees and inviting people into the building for non essential purposes.
Thanks
James Foster, nmanager
Get a grip and see your registered patient
1
Submitted by Anita B14th May 2021
Today I called the surgery to book a face to face appointment for my son due to his wrist being sore and he is having issues with it.
Offered a telephone appointment on 7th June. What use is a telephone appointment for a physical issue?
Also advised to take him to the walk-in centre. Wow, so the surgery refers their own patient to another NHS facility to pick up their slack. Disgusting.
Not satisfied with this treatment and having read online that face to face appointments should be offered for physical issues, the receptionist sad she would pass me to the practice manager. But oh no, another high and mighty senior receptionist proceeded to I interrupt me and gave robotic answers and then she hung up.
Great service! Formal written complaint is incoming.
Referral to a clinician before reissue of Meds ! This mean making an appointment to visit the surgery, when you are all so busy with the "Triage" and request for permanent Meds needed
Missed a nurses appointment due to family emergency - first missed appointment ever. Tried to phone practise but was told 10th in queue - unfortunately from experience this meant a good hours wait on the phone compounded by the most awful music/noise. I then emailed the surgery to explain and asked them to arrange another nurse's appointment. I thought naively it was good practice to ask the surgery to contact me at their convenience and so take pressure off the phone system and others trying to call in a emergency. I did try to phone again but appeared to still be 10th in the queue. The website says that two working days should be allowed for a reply/aknowledgement. This was over a week ago and still no reply. This is the second time the surgery has failed to reply to an email within two working days.