The Alney Practice

Lassington Lane, Highnam, Gloucester, Gloucestershire, GL2 8DH


Average review score of 3.5 from 5 customer reviews

"I hate to write a negative review, but time an time again this surgery (or the reception staff) have disappointed.

The most recent case was the attitude resulting in the receptionist hanging up on me. The same receptionist has repeatedly been rude and dismissive. Today's encounter was because I wanted to change a physical appointment to a phone call. I had booked this appointment 4 weeks ago. (If you need a non emergency appointment be prepared to wait upwards of three weeks) , the receptionist said this was fine. An hour after my appointment was meant to be, I called the surgery. There had been a medical emergency and whilst I understand emergencies take priority (and are awful for the patient involved!) the receptionist was explaining there was a delay an that the patients in the surgery would be seen first. Even though my appointment was first in line. This makes no sense to me. Even if there are delays, patients should surely been seen in order. The receptionist hung up because I thanked them for the courtesy call to me.

Prior to this, we have had appointments not added to the system, but written on appointment cards, we have had medicine not ordered for our baby and emergency appointments needed for our baby but sent 8 miles away. This surgery in my opinion needs a complete overhaul in reception staff. The doctors when you finally get to see them are amazing, but after today we are leaving this surgery. How they can still advertise that they will take on new patients is beyond me, when the village is full of older people an young families who are more prone to need access to doctors at short notice.

Sad to leave this review as our doctor has been lovely, but receptionist is awful, rude, vile and plays God with people. I have an ongoing mental health issue and the fact they have made me anxious and cry on numberous occasions just goes to show what sort of individual they are."
Anonymous, 28th September 2017


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