My husband had a really bad fall on Thetford Road New Malden. He banged his head and had a really bad gash on his hand which was bleeding badly. As the practice is so near to where he fell he called in to wash his hand and ask for a plaster. He was asked if he was a patient and then was told no nurses were in. He said he just wanted to wash his hand and a plaster. He was told they didn’t have any plasters in reception. At no time was he asked if he was feeling ok or did he need to seat down. He asked where he could wash his hand and was directed to the toilets. I find this behaviour appalling and at no point did anyone on reception have any sympathy or compassion. My husband is seventy four. What an appalling front of house this sends to any patient at this practice.

Dreadful experience with a recent problem. Rang to seek a Telephone consult, told none available ( I have not asked for sn appointment in 3 years) my problem resulted in an ambulance at 11pm, the severe pain had been ongoing from 0800. Finally got to see Dr o malley 10 days later! Refused a request for a private referral for sn mri! Not only was he unhelpful, but extremely patronising towards me, feeling it was his right to pas derogatory comments to my work (I’m in dermatology) and then offer an fsh blood test, insinuating I was hormonal! Not the case. Very disappointed in How this surgery has declined. I’ve been registered for over 20 years! Receptionists are very rude, and there is no need! E consult fills me with horror as to how many patients real concerns will get missed. And I hear the receptionist go through the confidential e mails as to who needs to see a doctor, not good enough, when let’s face it, they are not medically qualified to make those decisions.