Incompetent Admin & Management
Whilst the doctors themselves are generally excellent, the barriers to obtaining an acceptable level of patient care are badly undermined by incompetent Administrators and the Practice Manager. Staff are unaware of official policies, some don't exist and others are out of date with current legislation. The surgery routinely fails to keep update patient records when informed of changes and loses sensitive documents. When raised, complaints addressed to the Practice Manager are passed to the Administrator to respond to... unacceptable when the complaint relates to the Administrator. When requesting contact from the Practice Manager, this is ignored. Reception have acknowledged on the phone and in recordings that the Practice Manager can often "misplace" documents hence why records aren't updated! Overall a serious cultural change is needed and this is a view echoed by an increasing number in the community. The surgery must do better.