Petersfield Medical Practice
25 Mill Road, Cambridge, Cambridgeshire, CB1 2ABContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Petersfield Medical Practice.
Reviews
-
Review titled The receptionist is rude
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2022
For me it is extremely difficult to make an appointment because my job does not allow me to spend an hour on the phone. So I am generally very stressed by this system, and the receptionist makes the situation even more complicated. I had to refuse an appointment because I could not take time off from work with just one hour notice, and I was pointed out that if I really felt bad I would have accepted and my employer is obliged to give me a permit. It doesn't work like that, we all know it. After this very unfair comments, for days I haven't had a chance to have a new appointment and she was remarking every time that I had refused an appointment and that this fact was written black on white. Basically, the receptionist decides whether or not a person needs medical attention... I understand that it's not their fault if the entire system is going quite badly, between Covid and Brexit etc, they are probably very stressed, but still it's impossible to be so unfair with the patients. The doctors on the other hand are all very nice, which is definitely more important.
Visited May 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
I want to express my sincere apologies for the difficulties you have faced in trying to make an appointment and the added stress caused by our current system. I understand that your job commitments make it challenging for you to spend extended periods of time on the phone, and I regret any inconvenience this has caused. I am truly sorry for the unfair comments made by our receptionist regarding your need for an appointment and the assumption about your employer's obligations. It was inappropriate and does not reflect the level of care and respect we aim to provide to our patients. I assure you that we will address this matter directly with the receptionist involved to ensure that such comments are not repeated. Your frustration about the lack of availability for a new appointment is understandable. It is important for us to ensure that patients receive timely medical attention, and we recognize that our current system has fallen short in meeting your needs. We are actively working to improve our appointment scheduling process and explore alternative solutions that accommodate our patients' diverse circumstances. I appreciate your understanding of the stress our receptionists may be under due to the challenging circumstances surrounding COVID-19 and Brexit. However, it is crucial that they maintain professionalism and fairness in their interactions with patients. We will reinforce the importance of empathy and sensitivity in their training and provide them with the necessary support to handle stressful situations more effectively. I am pleased to hear that you have had positive experiences with our doctors. Building a strong patient-doctor relationship based on trust and compassion is indeed a priority for us. We will continue to ensure that the medical care you receive remains of the highest quality. I would like to discuss your concerns further and explore ways to improve our appointment system to better suit your needs. Please let me know the best way to contact you, whether it's through email, phone, or an in-person meeting. Your feedback is valuable, and we are committed to addressing the issues you have raised to provide a more positive experience for you and our other patients. Once again, I apologize for the distress caused by these circumstances. We appreciate your patience and willingness to provide feedback as it helps us identify areas for improvement. We remain dedicated to providing you with the care and service you deserve.
-
Review titled Absolutely awful
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2022
I have had absolutely nothing but appauling service from here. The receptionists are extremely rude, very unhelpful, have had several appointments cancelled last minute by them (that were booked months in advance, with no follow up after the cancellation, just a referral to a chemist), lost referrals, pretty much having to self diagnose the issue when I’ve had an appointment with a doctor which seems pointless. I’ve never known a doctors like it. I know that doctors surgeries aren’t perfect and every clinic has its issues, but this surgery is something else. The way the receptionists speak to people, not just myself, having witnessed it several times when attending, is absolutely disgusting. If the issue is overworked or they don’t want to work there, then it needs to be resolved. You need to take a long hard look at your customer service training and the staff working here. I feel genuinely sorry for anyone that has serious health issues as mine have thankfully been minor, but I can’t imagine what people go through just to be able to get help at this surgery. Just the thought of having to make an appointment or ask for something from this surgery gives me anxiety and so much frustration.
Visited May 2022
Review titled Petersfield Medical Practice
Replied on 19 May 2023
I am deeply sorry to hear about your consistently negative experiences and the level of service you have received at our clinic. Please accept my sincere apologies for the rude and unhelpful behavior of our receptionists and the various issues you have encountered, such as last-minute appointment cancellations, lost referrals, and the need to self-diagnose. It is truly disheartening to learn that our receptionists have failed to meet the expected standards of professionalism and customer service. Their behavior is not reflective of the values we uphold, and I assure you that this matter will be addressed promptly. We understand the frustration and anxiety that can arise when seeking medical assistance, and it is our responsibility to provide a supportive and caring environment for all our patients. We are committed to reviewing and improving our customer service training to ensure that our receptionists understand the importance of empathy, respect, and helpfulness in all their interactions. Furthermore, I apologize for the inconvenience caused by last-minute appointment cancellations and lost referrals. These occurrences are not acceptable, and we will investigate the causes and implement measures to prevent their recurrence. Your experience should be one of trust, reliability, and effective communication, and we will work diligently to regain your confidence in our clinic. I want to assure you that we take your feedback seriously, and we are dedicated to making significant changes to address the issues you have raised. We strive to provide a healthcare experience that is compassionate, efficient, and focused on the well-being of our patients. If you would be willing to share more specific details or suggestions for improvement, I would greatly appreciate the opportunity to discuss them with you. Your insights are invaluable in helping us identify areas where we can enhance our services and ensure that every patient receives the care they deserve. Once again, I sincerely apologize for the distress you have experienced as a result of our shortcomings. We are committed to learning from this feedback and taking the necessary steps to improve the quality of care and service at our clinic. Thank you for bringing these concerns to our attention. We genuinely appreciate your honesty and your willingness to help us become better.