Hawthorn Medical Centre / Walk In Centre

I visited the surgery today while in severe pain and was told my prescription would be sent to the pharmacy. I went to the pharmacy but the prescription had not been sent. I returned after one hour and it was still not there. When I called the surgery, the receptionist told me to wait another hour while they checked with the doctor. When someone is in severe pain and unable to drive, delays like this are extremely frustrating and unacceptable. The doctor was kind and helpful, but the communication and urgency from reception staff needs serious improvement. What is also frustrating is that when staff are rude it seems to be accepted, but when a patient in severe pain becomes frustrated it is quickly labelled as “abuse.” Patients deserve to be treated with understanding and respect, especially when they are in pain and asking for urgent help.

Attended the GP practice due to having a minor ailment, appointment was made promptly by receptionist via phone Attended practice the receptionist who clerked me in was friendly- had the appointment with Dr- who explained my cough was viral-I then asked re- another issue that I was having & asked if I could get bloods done if deemed appropriate I was happy that the Dr was willing to discuss the other issue without needing a separate appointment. I was also happy that the Dr wasn’t dismissive regarding me wanting a blood test. The bloods were taken same day by the phlebotomist who was also extremely friendly Overall my experience was excellent with the practice- as always

The reception staff are extremely rude and fail to provide clear instructions when their systems are down. Instead, they assume patients should already know what to do. Communication among reception staff is poor, and speaking through the reception desk does not work properly. As a result, patients are often told “we can’t hear you” in an aggressive manner, rather than the issue being addressed professionally. Even when booking appointments, inappropriate comments are sometimes made when more than one person requires an appointment. In contrast, the doctors are absolutely lovely. They communicate clearly, are respectful, and provide excellent support. Unfortunately, this positive experience is undermined by the behaviour of the reception staff. Reception staff clearly require additional care, communication, and customer service training. Regardless of experience or length of time in the role, rudeness is unjustifiable in a healthcare setting. Professionalism, politeness, and clear communication should be a basic standard at all times.