Dr A Thornton - Pembroke House

Wow... The receptionists are incredibly rude! I called to request some information and was immediately cut off mid sentence, patronised, belittled and told that they're very busy (we all know this, but it does not give you the right to be rude. I'm a clinician in the NHS, which is also quite busy but would never talk to patients this way). This wasn't the first time. I understand that they probably have to deal with a lot of upset and verbal abuse but to be honest, I'm not surprised if they begin conversations this way. They are setting themselves up for negative conversations! Their approach is antagonistic from the very beginning so I'm really not surprised they get disgruntled patients! Please train your staff in how to have effective, polite (!) conversations with service users. Let them in on a secret... 1. Not everyone is out to get you 2. Your behaviour is inviting negativity 3. Your day will be more pleasant if you begin by being pleasant yourself Try it....
Jun 5th, 2021

Nov 23rd, 2020

Reception staff friendly very helpful, always get a call back when needed. Clean surgery usually always on time would recommend.
Nov 11th, 2019

Shocking service, recently merged with parkhill & now can never get passed the receptionist to get an appointment even when it's a small child with a very high temperature. Receptionist are also rude & when it comes to giving young children injections their procedure is horrendous, I am looking for a new doctor surgery.
Nov 10th, 2019

It's really difficult to actually get a appointment to see a doctot, especially when you have to work, you are expected to be able to sit in and wait for a telephone call, sometimes into the evening, then the next day im expected at work and doctors, much preferred the old system where I could make a appointment for my day off. When you do get a appointment the service is acceptable, but confused by lack of patients in waiting rooms.
Sep 27th, 2019