Share review of Billingshurst Surgery

Billingshurst Surgery 2023-12-30 Person 3 5 0

I was referred to a specialist as the living doctor thought I may have symptoms of an aggressive melanoma. Throughout that time the service was excellent. I was seen within 2 weeks by the consultant and then had further tests. I then waited for 5 weeks with no news at all. I was told I didn’t have cancer verbally but when I tried to get an appointment to discuss what it might be this was denied. I tried in numerous occasions to get an appointment and the staff were less than helpful denying me the ability to book an appointment, saying the test results were not in (although they were). I was directed to fill in an online firm between 7:00 am and 10:00 am. On doing this I was told I had to seek an immediate appointment. When I called the practice I was told I couldn’t have an appointment and so was right back at square one. I was only eventually seen when I emailed Dr Saunders directly. Once seen, the service doctors & nurses have all been outstanding. It seems the reception staff stuck to a system but when the system doesn’t work there is no flexibility and a ‘computer says no’ approach which is entirely unhelpful. Your staff are experienced and clearly doing a tough job but you must build in some flex to the system as surely healthcare doesn’t always follow a system.

Allow some flexibility in your system and listen to your patients. Allow reception staff to make decisions they maybe don’t follow the process. Be conscious of the concerns of your patients. I was told I may have a very aggressive rate firm if skin cancer and was then denied any access to a doctor to discuss this which as I’m sure you can imagine was emotionally draining.