"I spent many happy years at The Fens Surgery which unfortunately was closed and I was transferred to Wynyard Road Surgery.
After a really unhappy appointment where I witnessed the receptionist discussing someones notes so the whole reception could hear whilst there was a queue nearly out of the door, I waited 20 minutes to see the nurse who was sat in her room waiting for patients because, 'she had the wrong screen on'. During my wait, I witnessed an extremely distressed woman be told she was no longer a patient because they sent her a letter that was returned so they crossed her off the list. Three times she told her whole medical history and the only response was that 'the letter was returned' INSTEAD of asking her if she wanted reinstating. This was made worse by her eventual declaration that her partner had died and she needed some help, all within hearing of everyone in reception.This incident still upsets me.
I made the decision to use the Hartfield surgery despite it being 6 1/2 miles from my home. My initial contact with the doctor was favourable. However, when I returned for a check up on my medication, an appointment that I had booked 3 weeks previously, apparently had been cancelled but I had not been informed and was then told that there were no pre book appointments for the next fortnight. I had however received a text the previous day confirming my appointment..I was told that a voice mail was left for me, it had not been. I was given an appointment with a nurse at the other end of the day which necessitated my return home and back to the surgery. I voiced my complaints to the surgery and I received no response until I asked for a copy of the complaints procedure.
I was told to take paracetamol and come back in a fortnight for my shoulder complaint by the nurse. I said I had been taking paracetamol and was reluctant to return in a fortnight as I had been told there were no pre book appointments for the next fortnight!! I sought private treatment for my complaint that resulted in a cortisone injection and a bill for £170.
I feel I was fobbed off and treated with contempt by this surgery in response to my complaints. I never elected to attend here and would not recommend this practise to anyone."
–Trish S, 20th June 2018
After a really unhappy appointment where I witnessed the receptionist discussing someones notes so the whole reception could hear whilst there was a queue nearly out of the door, I waited 20 minutes to see the nurse who was sat in her room waiting for patients because, 'she had the wrong screen on'. During my wait, I witnessed an extremely distressed woman be told she was no longer a patient because they sent her a letter that was returned so they crossed her off the list. Three times she told her whole medical history and the only response was that 'the letter was returned' INSTEAD of asking her if she wanted reinstating. This was made worse by her eventual declaration that her partner had died and she needed some help, all within hearing of everyone in reception.This incident still upsets me.
I made the decision to use the Hartfield surgery despite it being 6 1/2 miles from my home. My initial contact with the doctor was favourable. However, when I returned for a check up on my medication, an appointment that I had booked 3 weeks previously, apparently had been cancelled but I had not been informed and was then told that there were no pre book appointments for the next fortnight. I had however received a text the previous day confirming my appointment..I was told that a voice mail was left for me, it had not been. I was given an appointment with a nurse at the other end of the day which necessitated my return home and back to the surgery. I voiced my complaints to the surgery and I received no response until I asked for a copy of the complaints procedure.
I was told to take paracetamol and come back in a fortnight for my shoulder complaint by the nurse. I said I had been taking paracetamol and was reluctant to return in a fortnight as I had been told there were no pre book appointments for the next fortnight!! I sought private treatment for my complaint that resulted in a cortisone injection and a bill for £170.
I feel I was fobbed off and treated with contempt by this surgery in response to my complaints. I never elected to attend here and would not recommend this practise to anyone."
–Trish S, 20th June 2018
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