Orchard Surgery (Kegworth) - Derby

SootyHunt

After multiple visits and calls to this surgery after my motorcycle accident I’ve decided to write my review.
Let me make it clear, the Doctors that work this surgery are very nice and caring. The receptionists on the other hand, are a different category all together.
I find them to be extremely rude. As a patient I am a very private person. The receptionist is constantly asking people private information whilst at the main desk, for everyone to hear.
If you don’t like this and explain that it’s private and you want to speak to the doctor, they respond as though you have just insulted them and make comments like “I can’t help you if you don’t tell me” and “well I need to know so I can tell the doctor” almost making you feel you have to explain yourself.
I’m sick of telling the receptionist “no disrespect intended but it’s none of your business”.
Tonight’s visit just got even worse.
At 3:40pm I arrived to collect paperwork regarding my accident as I needed to put in in an envelope and send it off. The post collection I thought was 4pm…. The receptionist couldn’t find my paperwork. Neither could the next receptionist.
She then told me she would get it reprinted and it’s ok. The last post collection is at 4:30pm and not 4pm.
So panic over…. Or so I thought….
30 mins later and there’s a 3rd person looking for the paperwork…. It then transpired the doc has told them it’s there, rather than reprint it !!!!
At 4:28pm, after 50 minutes of standing there for my paperwork that is received a text to say is ready for collection(4 days earlier) I decided to leave. I needed to catch the post.
The receptionist is very unskilled in dealing with people…. She used a phrase “well if you would of told me what it was about I could of got them printed, but you chose not to tell me”
I was absolutely fuming after hearing that…. I told them id be here to collect them at 8:30am and walked out.
They are clearly breaching my data protection as they have lost all my paperwork or someone has stolen it !!!
I will be making a formal complaint about the receptionist staff here.
Totally unprofessional and they have now breached my data protection !

Chloe Bonsell

Have been at this surgery since I was a student, haven’t left since! Every time I’ve needed them, they’ve been there and helpful. Had an appointment today with Dr Pollock and all staff I encountered were polite, friendly and efficient! Very lucky to have such a good doctors surgery in my local area

Frances Allan

Very helpful receptionist/administrator Tracey. Who was resourceful in finding a way to help.
Dr Khallique was a good advocate for my Father getting him admitted to a specific department rather than going via A&E at a different hospital. Both he and Dr Coltman courteously examined my Father. Very much appreciated.

Robert Gebczynski

It's a good small local surgery. I don't know how it was in the past but the reception staff now is very nice, warm and kind. The doctors I have seen were also helpful and straightforward to communicate with.

King Hung Ngu

Generally good with care from the nurse and doctors, as well as reception team. Friendly practice, though I felt triage line could be improved as phone call to surgery always got cut off and had to keep dialling in (only to be cut off again) for about 20-30 times repeatedly before it eventually got through about 15-20 minutes. Otherwise, It's been a pleasant experience as a registered patient in this surgery.

Jessica Kyle

All the doctors I have seen here are exceptionally helpful, competent and seem to genuinely care. I have yet to see one of whom I haven't liked.

Most of the reception staff however are quite surly and at times verge on outright rudeness despite me always attempting to be pleasant towards them. They are clearly quite impatient and want to get you off the phone as quickly as possible, and should you dare to keep them for a few seconds longer than necessary you'll know about it. Of course dealing with the receptionists for me has always been a brief interaction when compared to the consultations with the doctors etc, thus over all the surgery offers a great service, and despite it being difficult to get through to the surgery at times, if I do need an appointment that very day I have always managed to get one. However I truly feel that the whole experience could be greatly improved if they would select more friendly people to work on reception, or just simply train their current receptionists in customer service skills and developing a more pleasant bedside manner!

Carol Morgan

Poor.. my daughter is 19 year old student and once again trying to get an appointment with this surgery is negligent! Telephone system that continually says phone appointments full. When do get to speak to receptionist rude, dismissive and not helpful whatsoever!! This has happened on numerous occasions and currently she has spent a week trying to get any type of appointment. Disgusting and very poor service for a supposedly public servant

martin brady

Hi, I’d like to tell you about two experiences I have had recently........

I am a patient of the Orchard Surgery and recently needed to make an appointment so called that morning. Little did I know the ordeal that lay ahead.

I started ringing just before 9am and after more than half an hour of redialling I finally got through. The person I spoke to tried her best to be as unfriendly and unhelpful as possible and to be fair she did a pretty good job of it. It turns out that my redialling wasn’t fast enough and I’d missed all the appointments for that morning. I’d either have to come at the end of morning surgery and wait or take my chances and ring back in the afternoon, where, if I did manage to get through I’d still not be guaranteed an appointment. I really needed an appointment that day so decided I’d have to sit and wait.

I arrived only to find the car park full with at least half a dozen builders vans taking up most of the spaces. I had to then get out of the car park with no space to turn round and park at the bottom of the hill and walk up. I still managed to check in on time at 11am but then had to wait for over an hour in the most appalling conditions. There was building work going on, not one or two workmen but a whole gang of them all hammering, drilling and sawing at the same time and all the time with their radio on full blast. Now I know of course work has to take place from time to time, but even so I think just a tiny bit of consideration for the patients should not be too much to ask. There was none whatsoever!
With my nerves shot and my head splitting I was finally called (by her previous patient as he was leaving) to Doctor Anderson’s room. When I dared to complain her response was that if I didn’t like it I should go find myself another doctors. She absolutely could not have cared less about me or why I was there, it seemed like I was just an inconvenience that she could do without.

My other experience was the following day.

I have a pet rat who became sick so I decided a trip to the vet was in order, the one I use is Vets4Pets in Clifton.

I rang up and the phone was answered immediately, the receptionist was the most friendly and helpful person you could wish to speak to. I was given an appointment that morning with no problem at all. I was able to easily park right outside. I went in and again the receptionist was extremely friendly and helpful. I took my seat in their lovely clean and quiet waiting room where I didn’t have to wait long at all. After just a couple of minutes I was called into the treatment room by the vet. My pet was given a thorough examination and the medication he needed.
I left feeling my trip had been worthwhile and taken seriously.

Thanks for taking the time to read my review.