As a patient who has been at this gp for over 20 years, I have always had high quality of care and been treated with respect and dignity. This review rating is based on the reception staff. Firstly, it is difficult to get through when trying to contact the surgery. The reception staff are rude, unhelpful and work out of their scope of practice. They are individuals with no training in healthcare and no degree to give them the knowledge and responsibility involved in triaging patients Over the phone. If they do not think you warrant an appointment they will suggest you go elsewhere for treatment. This is unacceptable and unprofessional. This system needs to change to be safer for patients as patients could be turned away who have a serious underlying illness. This has nothing to do with the doctors and nurses that work in this practice who do an excellent job and always put the patients needs first.
Original Comment Report...

I have been a patient in this practice for over 20 years, and the standards have dropped dramatically. Two out of the three doctors are fine, experienced, professional and empathetic. The third doctor is rude arrogant and treats patient’s as an inconvenience .( And most of the patients only book appointments with her as a last resort, which means the other 2 doctors have a higher workload)! Since Covid it appears that the doctors don’t want to really want to see patients, unless it is absolutely it is deemed absolutely necessary? You cannot see a doctor unless you have had a phone triage, who will then decide if they need to see you? This means they are double handling your enquiry? ( This is not the case at other practices, so it appears that this is something that this practice has adopted?) As for the receptionist, most ( not all) are rude unhelpful and lazy. They forget that a doctors practice has a duty of care, and it cost nothing to be polite. Compared to hospital receptionist , who are friendly, work harder and are far more professional and patient focused. These need retraining or releasing. We all appreciate that not patients are model citizens either , but politeness will always defuse a situation faster than being antagonistic. It needs for someone outside the practice to audit the surgery and do some cold calling to get a true reflection of how poor things really are?