Park Lane Surgery

Park Lane Surgery 2019-05-16 Person 5 5 0

Thank you to the receptionist who answered my query yesterday and today Thursday 16 th May 9am regarding my son and booked us a telephone conversation with a GP. You were very helpful, caring and excellent at your job, us patients do appreciate your help , reception can be demanding at times. So thank you again to the receptionist .

Park Lane Surgery 2018-03-22 Person 5 5 0

I am new to this surgery and as i have a repeat prescription , for which i wanted to be able to order it online. , i was informed that i needed to see a doctor and an appointment was made . i saw the doctor in a few days , who was very helpful , friendly and made me feel at ease and not rushed . After the Doctors appointment the receptionists were very helpful in helping me complete the required form to enable me to order my prescription online . Being new to the practice i was very impressed with the whole procedure. , from making appointment , seeing the Doctor and completing the required forms for ordering my repeat prescription online.

Park Lane Surgery 2018-02-14 Person 1 5 0

Called this morning and as I'm new to the practice and obviously not having changed practices that often figured they would run the same as my previous one (on the same floor!) Asked how repeat prescriptions work and unhelpful receptionist says I have to put it in writing, in person and the most they can do is give me 1 month supply (possibly - not guaranteed) and that appointments aren't available with nurse for 2 weeks. Asked a few more questions about how everything works at this new practice and that I don't understand as I am used to ringing up and getting appointments on the day (at old practice) to which she then starts being condescending! All I wanted to achieve was to understand the system so I could follow correct procedure for future needs. I make it a point to be nice to everyone I speak to as I work in customer service and I will be changing practices immediately as the one thing I cannot stand is a rude and condescending receptionist.

Park Lane Surgery 2017-10-29 Person 2 5 0

Shambolic state of affairs regards New patient on-line registration. Staff are compensating quite forensically in the case of Sue and Laura to override systems. However, took three weeks to set up a basic yes basic Q and A with a Health professional. On the day reception staff where exceptional. They did not know the 'back story' of two on line patient questionnaires that had absolutely nothing to do with the NHS systems but server issues and their own systems in place beit proformas that need to be addressed. I had a exceptional conversation with another member of staff who stated that the on-line registration and ' real time issues at what I call grassroots need to be looked into. A sequence and time issues to improve parity. Sadly after all the work prior to my arrival on the day the Health care professional was ' in her own bubble' . Left her professional veneer at home. Exceptionally insensitive.. Even lied about having to go through another New patient questionnaire. I stayed quiet. merely unpicked the prejudicial response. What I thought was most insensitive was the derogatory comment of ...oh don't you think you can manage on your own, then I picked the tone non-verbal ? Loaded question. This person didn't know a thing about me or my engagement with the surgery prior to my arrival. I merely deflected her previous 'fishing expedition' her assumption presumption. She assumed my quiet though engaging manner yet slight shake of my right arm was anxiety. It was nothing of the sought. Went off on a tangent of how she sees things - I never said a word. Just stated that I had lost my father to move things on. Hence the arrogant oh well I see things no verbal eye contact. I asked if she had access to the print off of the questionnaire. Oh no we have to go through that again. It wasn't true. I did what I could to assist and move on to the specifics. that is a basic patient q and A and a urine sample. A booking with a GP re prescriptions. I didn't dignify some of her commentary with a response. But at one point she did say oh yes I know what you are going through. I wasn't going through anything. Had hardly engaged or spoken. To get her to focus on her brief as a health professional I said no I have had another issue to deal with. Left it at that. Stayed quiet. Then said I'll talk to the GP about this. At that juncture she focussed on the PC asked a few questions regards smears. Interrupted me as I answered politely why I do not have cervical smears. Rather flippant at this moment. So to recover the situation I quietly politely and sensitively explained why. Well this wasn't cutting it with this woman. Interrupted again. Oh yes well you don't need that then - a smear test - if you have had hysterectomy. That wasn't the case women that have hysterectomies do still have smear tests. Though in my case she wasn't mistaken. Though she didn't know or attend to why. To help recovery I politely and quietly stated that the cervix was removed. A lack of knowledge from a nurse who should have know even if they did not know my own personal history. Again assumption. I was weighed and height checked but this woman then sat down and out of the blue stated have you ever thought of counselling. I overted my eyes just said no no it's ok I'll speak to the GP about my health. Oh well I see things. ( more assumption) All I could do was disengage and state that I had worked on the Psychology department. Hoping that would be enough Added that I hadn't slept for a few days. Hoping that she would move on attend to her brief. I have been given a named GP that is popular that you cannot get to see. So why do this. It is important. The derogatory comments of Junior GP's from this woman was irrelevant. She then said that a Dr was available was on the system. I was most alarmed as these so called junior doctors are registrars, I told her it didn't matter who I saw, And then listened to more irrelevant tripe. Told her it didn't matter who I saw even if the surgery try to get the FIRST appointment with the named GP. It is a good strategy but there wasn't anything coming up for this popular GP that I had been assigned to for 3 weeks. So why not put new patients elsewhere. Unpick the contradiction. These days there is no continuity of care. She forgot the urine sample. I merely listened to more patronage as I was forensically compensating for her lack of attentiveness. Once out of the door I then gave her the urine sample. She didn't attend to the cholesterol test that she had said would be booked in. ( This is exceptionally important because of my eye) After I left though not planned I went around to my opticians and told them of my experience. They measured the gravity of this negligence .. and are yet again compensating for the lack of health care professionals, A test is so important. Although not planned my opticians are assisting. Compensating for the negligence of the surgery. Although not planned I have an appointment now booked with my Optician to compensate for the negligence of this woman. I did give over the specific issues regards the test and historical information regards my eyes. Including historical information regards family history. She did measure the significance of this. But did not attend to anything. Even though this screening his her expertise and brief. Hence the compensatory reaction afterwards with my Optician and subsequent appointment. information to this GP Health professional she forgot to attend to it! This health care advisors picked up on it but did not follow through. Thought that the GP appointment on Wednesday may compensate ( like the optician) and can pick up on this . Why? there was no point at this juncture we were leaving the room.. AND because I was quietly checking that I had attended to everything. It was 'I' who then told her - as we were walking out the door that I need to give you my urine sample.. Oh yes I'll have that.

Park Lane Surgery 2017-03-06 Person 2 5 0

We have been with this surgery for about 3 years now. I can not fault the actual doctors. All of whom are helpful, and professional as well as caring. However, getting to see or speak to one them is getting worse. "Emergency" on the day appointments are gone within 5 minutes of the phone lines opening. Call backs are the same. "Routine" appointments are often 14 days or more if you require a specific doctor. And that is if you can get past the receptionists without enduring the Spanish inquisition. I recently had a call from a doctor regarding my baby who had been admitted to hospital, which was great service and above her duties, she asked me to call with an update and to let her know if I needed the repeat prescription redoing. But when I called the receptionist was rather unhelpful and wouldn't pass the message on as she had decided I was just ordering a prescription. Very rude and inconsiderate of our circumstances, and no doubt the whole waiting room heard our conversation as none of them seem to understand discretion or privacy. We are looking into changing practices purely to avoid the front desk staff.