THE PINE MEDICAL CENTRE

Fredora Avenue, Hayes, Middlesex, UB4 8RB


Average review score of 3.7 from 11 customer reviews

"I have been with the Pine Medical centre for many years now and I have always felt the service was just about acceptable. But in the last couple of years, they seemed to have gone downhill very rapidly.

In my opinion there are many issues to mention but will highlight a few below:

- The appointment system is abysmal. There has to be a better process to provide quicker appointments and not having to wait minimum two days to get to see a doctor. A lot of other surgeries have introduced systems where you get to see a GP either on the same day or the following day. Surely if other surgeries can do this, why cant the Pine Medical centre introduce such system? The NHS management needs to provide guidance and governance to ensure Surgeries are following standard processes across the board. Also, why don't the surgery open Wednesday afternoons and Saturdays. Is it a budget and resource issue or is it just an attitude and being stuck in the 70s?

- The Telephone system and the handling of calls are hit and miss. Many times the phone system is out of order or does not handle calls well. On many occasions you are on hold for long periods.

- The reception is usually only manned by one person, who can be on the phone when you are waiting at reception and this can take a long time before you are seen to. Don't understand why phone handling cannot be done by other staff and the receptionist deal with patients who are physically there and needs engagement. One receptionist in particular wants to chat away on the phone for no reason, while there are many people waiting to be seen. Have witnessed this on several occasions and you can hear its chitchat rather than anything meaningful.

- Some of the reception staff are exceptionally good. Others can be rude, patronizing and poor at patient handling. They do need lot of retraining. The practice management seems to be non-existent and have very little concern for patient feedback and complaints. They are not handled well at all.

- one of the three doctors actually show a caring attitude and you genuinely feel you have seen a doctor who has your best interest at heart. The other two are rude, disrespectful and show a total lack of care in dealing with patients and most of the time ignores patients feedback and thoughts on their symptoms. There is very little communication and comes across as very condescending.


Hope the comments leads to some improvements."
Anonymous, 15th February 2019


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