What's going on at this surgery?
This is a review for Heyward Road Surgery & Practice
I'm not excited that Heyward joined Portsdown Group, especially when I am forced to go to Somers Town for appointments, which is an inconvenience as Heyward is closer to me. But it is what it is.
What I don't like is how the receptionists shout across the room at you, instead of speaking in a confidential manner. They don't seem to care or consider that perhaps the patients do not want to share their Date of Birth, or why they're there for an appointment, with the whole room. The receptionist recently announced to the whole room that I came in for a blood test. Why would they do that? Very unprofessional!
There was also a time when I called the Surgery to book an appt with the doctor to get test results and the receptionist took it upon themselves to give me my results instead!! I was livid...even more so because they gave me the wrong results! How do I know? Because I made sure to discuss them with the nurse at the hospital when I attended my appointment, so I did have an idea of what they would be. How unprofessional are these receptionists? I did tell the receptionist off and mentioned that they had no business giving me my results seeing as the receptionist does not have a medical degree or any sort of medical qualification. I also complained to the doctor, who I eventually spoke to, and the doctor said they had a policy whereby the receptionist could give out results that are negative (or where there is no concern). I did say that I did not like that policy and didn't think it was professional to have a receptionist interpret medical results. I hope they have made the right changes here! I agree that there's no need to wait to see a doctor if there is nothing to worry about, but at the very least, the doctor should write or call the patient and explain that there is nothing to worry about - not send the receptionist!!
And let's forget to mention the toilet at reception. God forbid you are in a position such as mine where I had to give a urine sample. The toilet is just by the reception so everyone can see you go in and out. The nurse asked me to pass the sample to the receptionist and I asked them if I could hand it to them instead (at their office) because I was embarrassed that everyone at the reception would see me hand in the sample. I would feel embarrassed for any other patient in that position. The nurse actually laughed at me! The nurse then asked what it mattered as I was still going to use the loo at the reception. Needless to say I was infuriated!! The nurse couldn't care less... I am sure there is another toilet at the surgery that is more private that they could have let me use, but for some reason the nurse was insistent that I use the one at the reception. Again, very unprofessional!
Heyward Road is a good surgery, but the admin side of things need vast improvement. Confidentiality and professionalism is key!
What I don't like is how the receptionists shout across the room at you, instead of speaking in a confidential manner. They don't seem to care or consider that perhaps the patients do not want to share their Date of Birth, or why they're there for an appointment, with the whole room. The receptionist recently announced to the whole room that I came in for a blood test. Why would they do that? Very unprofessional!
There was also a time when I called the Surgery to book an appt with the doctor to get test results and the receptionist took it upon themselves to give me my results instead!! I was livid...even more so because they gave me the wrong results! How do I know? Because I made sure to discuss them with the nurse at the hospital when I attended my appointment, so I did have an idea of what they would be. How unprofessional are these receptionists? I did tell the receptionist off and mentioned that they had no business giving me my results seeing as the receptionist does not have a medical degree or any sort of medical qualification. I also complained to the doctor, who I eventually spoke to, and the doctor said they had a policy whereby the receptionist could give out results that are negative (or where there is no concern). I did say that I did not like that policy and didn't think it was professional to have a receptionist interpret medical results. I hope they have made the right changes here! I agree that there's no need to wait to see a doctor if there is nothing to worry about, but at the very least, the doctor should write or call the patient and explain that there is nothing to worry about - not send the receptionist!!
And let's forget to mention the toilet at reception. God forbid you are in a position such as mine where I had to give a urine sample. The toilet is just by the reception so everyone can see you go in and out. The nurse asked me to pass the sample to the receptionist and I asked them if I could hand it to them instead (at their office) because I was embarrassed that everyone at the reception would see me hand in the sample. I would feel embarrassed for any other patient in that position. The nurse actually laughed at me! The nurse then asked what it mattered as I was still going to use the loo at the reception. Needless to say I was infuriated!! The nurse couldn't care less... I am sure there is another toilet at the surgery that is more private that they could have let me use, but for some reason the nurse was insistent that I use the one at the reception. Again, very unprofessional!
Heyward Road is a good surgery, but the admin side of things need vast improvement. Confidentiality and professionalism is key!
— Anonymous
Verified review (1316684)
Review left 9 years ago
This review was collected via NHS integration.
This review was collected via NHS integration.
Reply from Heyward Road Surgery & Practice
Thank you for your feedback. We are sorry that you find our Reception / Contact Centre staff to be "Very unprofessional" we would like to assure you that all of our staff are fully trained in customer care. They do, however, work in what can, at times, be a stressful environment and have to endure unacceptable levels of abuse. Thank you again for your feedback, which will be shared with our Surgery Reception Teams.
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