Greystone House Surgery

Greystone House Surgery 2020-10-10 Person 4 5 0

Went to drive thru flu vaccination. Very well organised.

Couldn’t fault it.

Greystone House Surgery 2020-10-10 Person 5 5 0

I want to share the exceptionally good service and care that I received today and on every other occasion that I have had course to visit the surgery over many years

Nothing the surgery is always clean and medics and staff are excellent

Greystone House Surgery 2020-10-10 Person 5 5 0

Because it is the truth

All good

Greystone House Surgery 2020-10-04 Person 2 5 0

I received a letter in the post from NHS to book in a routine smear test. As I received this at the beginning of the Covid lockdown, I decided to wait until surgeries had opened up more for routine appointments. When booking I was asked if I received a letter, I explained I had received one months prior. I was able to easily arrange a date with ease and was asked no more further questions. When I entered the room, I was barely greeted by the nurse and was told that I shouldn’t have booked, I am not allowed to have my next smear test until next November (due to my age and the fact that I my 2 previous tests were normal). I was made to feel as though it was my fault and that I had booked in error. I informed the nurse that I received a letter, she said it wouldn’t have been from them, I explained that it must have been from the NHS if it wasn’t from them. As a patient, with no medical background or knowledge of the rules and regulations regarding smear test regularity, how could I possibly know that if the NHS sent me a letter, I should ignore it until my practice sent me one? The nurse kept making a point to say that the details she has with regards to my previous smear test dates were from the “data base”. After stating that I didn’t doubt the data base, I just wasn’t aware until right this second that I shouldn’t have come in. I asked if reception should have checked or had access to these details? The nurse said yes, however sometimes they’re busy and might not check. Also if I said I received a letter they assume you did actually receive a letter (as though I wasn’t being truthful about my letter). When I stated (again) that I did in fact receive a letter, she informed me that when it’s time I will receive a letter from the practice and it will be “very clear” that I should book an appointment. All very condescending and not a single apology for what was an honest mistake. My time was wasted, another patient could have booked in my slot and I was made to feel as though I was in the wrong. I am a very understanding person, I know mistakes are made and had I walked in and the nurse said “I’m so sorry, there seems to have been a mix up with your appointment. Due to your age bracket and the fact that your last two smear tests were normal, we won’t need you to come in for another until November next year. Apologies for the inconvenience. Are there any other questions or concerns you might have?” That would have been much better received instead of making me feel it was my fault for booking an appointment after receiving a letter in the post. I wouldn’t have left a review had it been handled better. I also did have an extremely personal issue that I intended on discussing with the nurse during my appointment, however did not feel comfortable discussing with her after the way she made me feel. I will now need to schedule another appointment, using more of my time and more of the practices time. Quite disappointed in this specific nurse as every single other interaction I have had in the past with all members of staff at the practice have been fantastic!

I am a very understanding person, I know mistakes are made and had I walked in and the nurse said “I’m so sorry, there seems to have been a mix up with your appointment. Due to your age bracket and the fact that your last two smear tests were normal, we won’t need you to come in for another until November next year. Apologies for the inconvenience. Are there any other questions or concerns you might have?” That would have been much better received instead of making me feel it was my fault for booking an appointment after receiving a letter in the post. I wouldn’t have left a review had it been handled better. I also did have an extremely personal issue that I intended on discussing with the nurse during my appointment, however did not feel comfortable discussing with her after the way she made me feel. I will now need to schedule another appointment, using more of my time and more of the practices time.

Greystone House Surgery 2020-10-02 Person 4 5 0

Slightly more difficult to get appointments than last year ( was even before pandemic) due to large number of patients. Consistency of doctor harder to maintain which is important as you get older and a whole picture is needed. Can be seen in emergencies though.

Re cent flu injections well organised but a couple of small glitches which I think they know. Intervention station badly positioned on a hill bend. Couldn't book multiple patients in one car for drive through. We had to take two cars?