Dr S Bell - Triangle Group Practice

I agree with all the other comments here - the doctors at this surgery are excellent but I cannot continue to use this practice because of the shocking rudeness of the reception staff. I am a brand new mother and every experience I’ve had trying to seek care for myself and my baby they’ve been difficult, unhelpful and rude. The postnatal period is obviously very stressful and you would have thought they would be sensitive to that but they are absolutely not and it has left me in tears and too scared to come back.

Do not register at this GP if you are a working person and especially if you do not work from home. It is not possible to book an appointment ahead of time. You have to turn up to the practice at 8am and stand in a queue to be added to a list for a GP to call you. They say you can call at 8am to get added to this call list but ignore this as I have tried a number of times and there is no answer. When you are in the queue asking for an appointment they ask you what it is regarding which feels a breech of confidentiality. Cannot comment on the expertise of the GP’s as have still not managed to get an appointment. I will be registering with a new surgery.

My encouragement: write to PALS as the complaints fall on deaf ears. There are two particular receptionists here who are combative, confrontational and rude. I have also had two experiences with the young male doctor where he outright was dismissive and dishonest when my complaint was investigated. Given the last few years one would think they would have had some training & increased empathy/efforts in creating safe spaces for the varying identities that they serve, but no. Their staff team has taken on a few new members of African and Caribbean staff but I'm not sure their voices are utilised enough because these receptionists? Are downright abusive of their supposed power. It's taken me long enough but I need to go elsewhere.

I can’t speak for the doctors but the receptionists are VILE. Incredibly rude and should not have a job in a doctors surgery if they do not know how to appropriately communicate with the public. I’ve seen most of the reviews on here and there seems to be a common denominator. My mother cares for my elderly grandmother and called for an appointment as she unwell, she received complete attitude from 2 receptionists, one even shouted at her. I then called to complain about this and i too had the same experience. Disgusting.

The doctors here are really good, however the nurse is so rude, cutting me off 3 minutes in to my telephone appointment saying she couldn't deal with anything else as she has to write up consultation notes, it was a 10 minute appointment. Not impressed with her rudeness at all, I have never received that kind of treatment from any of the doctors here. I believe some customer services training is required.

Reception staff are ABSOLUTELY USELESS. Phoned at 6pm once I finished work to confirm a blood test form was there for my poorly mum. Reception staff straight away dismissed the question and told me they close bang on 6:30pm. I said I understand that, but I want to make sure the form is there before I travel from Welling to collect the form as my mum is too sick to leave her home. Phoned at 6:20pm to say my Sat Nav is saying I should arrive at 6:33pm. Reception staff were rude and unwilling to wait 3 mins even though I explained how poorly my mum is and the reason for me collecting the form and not her.

I had to park my car and run in a suit and shoes to the practice to be there for 6:30pm (I arrived at 6:29pm) otherwise the staff would have been gone by 6:33pm.

For this reason I am transferring to another practice as talking to a brick wall would have been more helpful. Both receptionist that work on Thursday need replacing!.

I have been a patient at this surgery since a child and I'm a grown adult with children of my own now. The receptionists, particularly Amanda are unnecessarily rude and obstructive.

I had an appointment booked for my son, who had been unwell for several weeks. His appointment was cancelled two weeks in a row by the surgery, with the excuse that the practice nurse was ill (any duty doctor could have carried out the care that he needed). Then on the day that he was finally supposed to be seen, I had been up all night because he was unwell, I rang and let them know that I was running late. I walked over a mile to get to the surgery, which was a struggle for me as i have knee problems and because I turned up 1 minute later than their 10mins rule, with a genuine reason and through no fault of my own, he was refused his appointment. Amanda was aggressive, rude and harsh and I have seen her speak to other patients this way too.

I made a formal complaint to the useless and incompetent practice manager, who sent a ridiculous and unprofessional letter back to me.

Instead of adhering to duty of candour, looking at the bigger picture and taking some accountability. He stated that he had spoken to 'all of the doctors and they have claimed that I have 'embellished' details in my complaint'.

Despite me clearly stating that my complaint was about how Amanda had behaved toward me and the fact that my son was refused his appointment despite there needing to be some flexibility, given the situation. I stated that the doctors are mainly skilled and helpful and now I take that feedback right back!

Health care professionals and staff members working in healthcare who have any common sense takes heed to the fact that they are not a law unto themselves.

They can and will be held accountable for any statments that they make, their behaviour and for neglecting patients.

The triangle group practice has become a disgusting excuse for a health care setting and I will be escalating my complaint to the ombudsman.

What amazes me, is how confident they are in behaving in such an appalling manner, this is supposed to be a doctor's surgery, but instead it is an embarrassment to the NHS, there is no sense of pride there at all.

They think they can treat particular people however they like, but I think they will shortly find out that they cannot! I strongly do not recommend joining this surgery and will be looking for a better one for myself and my children asap.

1 star only because otherwise cannot post. The doctors are ok, but the receptionists are definitely doing the wrong job. I have booked an appointment on Ask First and the doctor has called me 30 minutes before it, when you are advised that your appointment could be late, not early. Obviously I have missed the call, as I m at work. I call in and all I get is an abusive woman telling me that they never give you a time, and that the doctor could call you at any time. To which I have tried to explain I had an email with the confirmed time, as she goes on shouting at me, that she works there, and she knows the rules. Never had someone angrier and more miserable. I called again to ask for the practice manager email address, and they could not share it with me, so I have been asked to write a letter and bring it in. I will report them to PALS because they are not only rude, useless and patronizing, but also trying to prevent me from complaining to their manager. How appalling!