Share review of Dorking Medical Practice at New House Surgery

Dorking Medical Practice at New House Surgery 2018-11-30 Person 2 5 0

It has been very stressful and anxiety provoking trying to get an appointment. Asking for an appointment next week I was told I could only book future appointments from 2 weeks ahead, any other appointments could only be booked by phoning on the day from 8am. so I decided to go online - got a user name and password (was not asked for any ID at all, just gave my address. Tried to sort an appointment on line but it kept saying user name or password was invalid. Send comment to surgery expressing my immense anxiety at trying to get an appointment. Explained that I have PTSD with severe anxiety/depression and that this was causing a lot of distress to the point that I was on the verge of self-harm. The surgery did phone a day or so later saying they could offer me an app. this week. That was helpful. BUT what WASN'T helpful or appreciative/understanding of my situation/PTSD, there was no apology for the stress that had been caused and I felt feeling sad and bad as if I was asking too much. Had app. this morning, explained situation to the doctor, he said asked the ladies at reception for new password/user name. When I asked i was told i needed to show photo ID. As this wasn't requested the first time I got a user user name/password I wasn't expecting to be asked this time. I didn't know I needed to show photo ID. I don't driver so therefore I don't carry photo ID. When I originally went to the website I went straight to the appointments page to try to book an app. so if you go to the website, menu appointments, there is no obvious info about photo ID. Therefore I would suggest putting this info on the opening page of your website for immediate clarity and to aleviate stress and anxiety. Do staff including adim/recptionists receive any mental health training? this is vital, so that you can appreciate and understand the difficulties coping with a mental illness causes. I left the surgery in tears this morning, feeling worse than I did when I arrived. : ( NOT GOOD at all. NOT great care.