Dunelm Medical Practice

Friendly receptionist and patient and good doctors

Have been absolutely on the ball in the care of myself and my family. Organised, polite, approachable and rigorous in their care.

I have always had positive, helpful treatment from the receptionist nurses and doctors.

helpful staff, smooth proffessional and very polite from walking in to walking out

Awful customer service. A lack of compassion and problem solving. Actually, just an overall lack of 'care' from the reception team through to the management team.

Sometimes, just sometimes, it would be nice for an issue to be handled efficiently, perhaps with the phrase 'leave that with me', or 'I'll see what I can do', or even 'I hope we can get this sorted'. But for now, I'll listen to the superficial, cheery 'no problem' from the reception team even though you haven't done anything to resolve the issue I'm frustrated about.

Training required of reception team members? Definitely.
The trouble is you can't train people to care.
Sad.

Probably no worse than the customer service from any other publicly funded institution but there you go.

Arrived at the practice to find they were closed for “training” until the next day. After waiting for a while an elderly woman approached asking if it was open. She’d just been told 30 minutes before over the phone to come in for something her disabled husband needed, that she’d had to leave at home alone, yet now it was closed. She was distraught as her husband was in desperate need of his prescription. This is the kind of person the “heroes” at this GP couldn’t care less about.

Later, another person came who’d also just booked an appointment 30 minutes before. A doctor came out the back door to leave and she challenged him over it. It turned out he was the one she spoke to on the phone, recognised by his heavy accent. He denied ever speaking to her, which was clearly a lie.

At one point a receptionist moved the blinds to see what was going on. She looked terrified of us, and also seemed to be training hard at drinking tea and staring at her phone.

The real answer they were closed for training is clearly that it was a nice day, and they all wanted off work at 1 to enjoy the afternoon sun, while fully taking advantage of all of our taxes.

Keep trying to ring but you go through this loooong answer phone message about a woman telling you how they will not tolerant bad behaviour and when you try to press buttons to cut her off cos she goes on for 5 minutes she repeats herself from the start, why would you want to listen to this when your not well? Patients need to go through straight away. Then it cuts you off. Tried ringing back line is busy.

My dad's GP, Dr Ali, has exceptional skills regarding the way in which he treats his patients. Following a home visit in May 2021, Dad commented on his level of care, empathy and professionalism.