Having spent over 45 years serving the public sometimes in some very difficult and testing situations, I feel I know a thing or to about customer care. My personal opinion on dealings I have had with this surgery are very poor. Recently moved from London I know the importance of listening to people. The reception staff in particular really do need to be retrained in how to interact with patients. If I could give a zero rating I would have done. Appalling customer service.
Always something wrong, never have appointments, they do not understand that young people have to work and cannot just phone the day before and go. Absolutely useless and better off going straight to the hospital.
Good care given by all the practice .
My mum had been in pain for around a good year... her legs/joints aren't the best so she went to the surgery a number of times asking for an x-ray and they refused. Didn't really do anything for her. Mum went private and had her x-ray, was told that she needed a hip replacement. Absolutely disgusting that the surgery would not listen to her issues and had total disregard for the pain she was in.
I recently moved to Maesteg, and became a member of the surgery end of 2017. My previous doctors were busy, but you could always get through or get seen within a reasonable time.It seems to me that the staff at this surgery have become unhappy/fed up with their roles, or are just stressed. Whilst waiting in line at the surgery I overheard one of the admin staff explaining the appointment booking system to someone on the phone. I heard the call end and she slammed it down and said "What a F****** A******". I work in an office and am well aware customers can be difficult. However saying this loud enough for patients to hear, is just not professional.I like to think that I am a polite person, and always speak nicely to everyone. I have spoken to a few reception/admin staff there who aren't so much 'nasty', they are just quite blunt, don't make eye contact, don't smile and seem generally unhappy. It is not nice being in work and feeling stressed and I can imagine they deal with difficult people, but not everyone needs to pick up on that vibe.Ringing for an appointment is very stressful. Lines open at 8:30am. If the line is busy it just beeps. I think a hold system would be far better. Today I am trying for an appointment and it is 11:43am and I still have not got through. I can use the online system but it is saying there is none available and to call the surgery.The NHS and healthcare industry is under a lot of stress at the moment. I think this surgery needs some attention. I realize how much I took my previous doctors for granted.
Llynfi Surgery is a UK Hospital based in Maesteg, Wales. Llynfi Surgery is located at Llynfi Road, Maesteg CF34 9DT, UK.
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