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Dorking Medical Practice at New House Surgery
2015-04-15
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Written by a patient
Written by a patient 15th April 2015
I'm sorry to have to say but the service I received today at Hillside surgery was excellent by the GP today 15 April 2015, however the attitude and behaviours of the two receptionist staff were appalling. I sat in the waiting room observing them criticising patients that had been on the telephone,discussing their care, their health and there prescriptions!!! basically downgrading everybody that called in to the surgery.
I overheard them discussing peoples illnesses as if they were doctors themselves. This is not the customer forward facing experience I would expect from reception staff. At one point they hung up from somebody on the phone and the other receptionist said I'll don't worry about him he's demented. It saddens me that I need to write this on your website but I feel for everybody that cannot advocates themselves the need to bring this to your attention.
I would like to reiterate that Doctor Beattie was fabulous as always it's a shame the reception staff lets the practice down. Please ensure the partners received this complaint.
27th April 2015
Response from Dorking Medical Practice at New House Surgery
Privacy is a difficult issue at Hillside Surgery because of the limited space but you are right to bring this to our attention – we do need to be careful what is discussed in the Dispensary as it is so close to the waiting room. However, having discussed this with the staff, it appears that they were in fact discussing the ailments of their families, not our patients. They also discussed prescriptions because one Dispenser is training, so her colleague was correctly cross-questioning her about the possible diagnosis for someone on a particular drug. All Medical Receptionists, and particularly Dispensers, need to have an understanding of medication and medical terminology, even though they are not clinically trained. Re the comment about a patient being “demented”, what actually happened was that a patient cut themselves off when speaking to a Dispenser, so she remarked to her colleague not to worry as he had dementia so she would call him back. Please be assured that our Dispensers and Medical Receptionists have the utmost respect for our patients and their privacy. Kind regards, Louise Laithwaite, Practice Manager