The Phoenix Practice

I called the GP for advice on my elderly father’s deteriorating health. Dr Samuel-Ukeh eventually called back, however, she was rude, impatient, lacking in empathy and compassion. She wasn’t helpful. I would have complained to the Practice Manager Lhahir Ismail about this incident, however, he doesn’t acknowledge patient’s feedback or complaints by letter or Email even though it’s in his job description. Most of the staff members at this GP surgery are polite, efficient, hardworking and professional such as Dr Stein. However, I have come across a couple of staff who have been rude and unprofessional but even if you make a feedback or complaint it is hardly ever acknowledged or investigated, thus tarnishing the GP Surgery’s reputation, hence, the many negative reviews written about the practice.

The receptionists have always done their best and I have never had a problem with any of them. Many times I have had my prescription ignored, rejected or changed without any notice from the doctor. This has lead to me being without medication on more than one occasion. The worst problem I had was the man who claimed to be the practice manager. I was trying to explain why I needed to speak to a doctor, but he would not allow it. He eventually told me that if I didn't like it, I could go somewhere else (as if it was a corner shop).

I called to book a cervical smear test and was told that I was not eligible. I explained that my age is within the range and have recently been sent a letter by the Cervical Screening Programme but the receptionist doesn't seem to know much about it. No wonder their Cervical Screening Metric is low.