Dr A G Kippax & Dr A M Statham

The doctors at Lathom House are fantastic. They are 100% patient focused , compassionate and caring. They go above and beyond to give the best possible treatment to their patients in a non judgemental way. Appropriate treatment is given in a timely manner and patients are advised of the expected results for their treatment and reassured that they must return for further help if they feel it necessary. Patients are immediately put at ease by communication and interpersonal skills that are second to none. Empathy and professionalism comes as standard and both doctors willingly listen to their patients and offer individualised support without exception. I would recommend the doctors at this practice to anyone. Sadly my experience of some of the front of house staff/receptionists is extremely different. Some are obstructive and unhelpful and often in fact rude. They seem unable to politely communicate with people either via telephone or in person and show a distinct lack of empathy and compassion. People who are unwell either physically or emotionally should be able to access the support of the GP practice without being made to feel like a burden and without being faced by poor attitudes of the reception staff. The staff on reception at Lathom House are the "face of the practice" and the very first point of contact that patients/members of the public have. The poor attitudes, none existent communication skills and total lack of empathy of some of the receptionists reflected badly on the absolutely fabulous, committed and dedicated GPs and give a bad impression of the practice as a whole. I have tried today after a catalogue of poor experiences with bad attitudes and obstructive behaviours to address my concerns with the Practice Management. Sadly their initial response was very defensive and actually lacked just as much empathy and compassion as those of reception staff. I have requested to meet with them to discuss my concerns but have been told they "don't have time at the moment". I was told that they would speak to the staff on reception and address their "work protocol and training needs". Not what I expect from the person with overall responsibility for the practice and the patient experience. I am an NHS manager responsible for a large staff and patient group. When dealing with patient/public complaints, listening and a simple "as the manager I am sorry for your poor experience" goes an awfully long way" I feel very strongly about this as I have a seriously ill husband who depends upon the fabulous support of his doctor on a regular basis. We can do without having to battle with reception staff each time we want an appointment or make an enquiry. I have had no choice but to contact PALS and make a formal complaint.
Original Comment Report...

May I first say how excellent both doctors and nurses are in this practice and generally the staff. I know that reception staff must have a tricky job but to be honest I do not enjoy the whole 'booking in' experience at all and over the years have sadly often been tempted to move elsewhere. Reception are often abrupt and could be far more proactive ie offer alternative appt times without having to ask /plead ! I also do not like the subliminal pressure on the patients to decide if their case is urgent or not ! Catholic guilt always wins and Ultimately more often than not, end up at walk in. I agree with other comments in that you try and try to get throught at 830 am and then when you finally do all appointments are booked which is ludicrous and then the usual 'is it an emergency?' Reception will always tell you to go to walk -which of course does not provide continuity of care with your own doctor! Perhaps this is how other practices operate and as more and more demands are placed on GP practices then this is not their fault ? I do think however that reception might be a little more conscious that many patients get so frustrated with the system as it stands and to be a little more empathetic and helpful in suggesting alternative times to suit rather than directing them to the default. 'Walk in '
Original Comment Report...