Poolway Medical Centre

Since lockdown it is the practice manager answering the phone not the receptionists. She is rude arrogant and speaks over you. If you work good luck getting an appointment! Also if you need help with transfer for an elderly patient to the practice who is at the end of life, prepare to be insulted and get nowhere.
She’s rude and arrogant told me to drive 3 hours away to get my dying fathers medical records from his doctors, knowing full well that they wouldn’t have given them to me. Also told me she wasn’t to know I wasn’t cohearsing him into coming home to be with his family when he passed even though the nurses had called the practice to state the situation. She told me it would take at least 6 weeks to decide whether she would except him as a patient and in that time he probably wouldn’t be here anyway. Her priorities would be her existing patients which clearly they are not. She has no compassion and really should rethink her job position. Another doctor did take on my father that afternoon, we had 3 weeks with him until he passed. The doctors and nurses that know what went on were disgusted and asked if I really wanted them to care for him with such lack of care and compassion.
People really need to speak up and make complaints when they are not happy. Just remember she’s the practice manager so any complaints directly in the practice would go to her. Be ready for the lies and excuses. You need to go higher !
This is from a patient who is very concerned about the management of the doctors and worries about the patients who she may put off by her abrupt manor that need help from the Doctor.

Called to get repeat prescription, waited over half an hour for her to answer the phone to be told ‘the specialist team’ doesn’t start till 4:30 so to call back then explained I was at work and could she take my details to pass on to them to be told no. However since lock down she’s been doing it when I’ve called. The two ladies are lovely, they were clearly not trained by this woman! Arrogant and rude!

Person that answered the phone was arrogant And patronising as I was not happy about this I asked for her name and they then punt the phone down on me I then called back which took a further 15 or so minutes to get thorough as I was being ignored (from my phone number) once they answered again they had the same attitude and did not want to help until I questioned why they put the phone down on me. I would also like to add I have never had any issues with this practice at all until I have spoken to this person over the phone twice as I had the same problem with the same person on the 18th March all the reception staff and doctors and nurses I have had contact with are no issue at all so in summary this person is damaging the reputation of this doctor’s surgery

when I need to see a GP or more likely the locum these days. ring in and told only taking emergency patients, then the next day emergency children, then all appointments gone the next day. I do my best not to go in to the surgery anymore. I attended walk in clinics now. The personal GP and Patient relationship has gone. locums have no interest in reading your notes - so you have to be on the ball. especially if you have allergies. Once I am in a position to move to another GP I will do so.

Took a while to diagnose my condition, but got there in the end.