Rutland Lodge Medical Practice

We recently attended to have our flu jabs, one of us confident about it, the other very much less so, we were supported and enabled in our mission, Hasmeet was super welcoming on reception and Dr Arrowsmith was effective and reassuring in practice. We marvelled at the range of folk waiting to be seen on a busy Saturday morning and felt grateful, not for the first time, to be cared for by such a positive and inclusive team. We were glad to see Paula, the practice manager, and feedback what an excellent service we consistently receive.

RUDE RECEPTIONIST: Rang up at 8am, spoke to an older lady at reception, her customer service skills were terrible, she continued to speak over me when explaining symptoms, really rude and abrupt. Rang back a second time and spoke to a very nice young lady who listened to me and apologised for the recent call with the rude lady. Management really need to consider who they are recruiting as receptionists, not sure why she felt the need to be so rude to patients, she clearly didn’t like her job and didn’t want to be there. Stop recruiting miserable staff with no communication skills, not a good look for the practice. Also asked her to make a note of the call, she then said “we don’t have that facility here” in a patronising tone, clearly knew she was in the wrong for the way she was speaking to me and didn’t want to make note of it. As a GP practice you don’t expect this manner from the receptionists!!!!!

Terrbile service and rude reception. 18 month old toddler has a rash on his face , rang up at 8am to get a same-day appointment, they booked him for a weeks time, explaining they have more urgent requests. Told me to go to A&E if I'm concerned. A GP should not be passing people over to A&E becasue they are too busy, and a toddler with a rash should be prioritised.

I’ve tried booking an appointment for 2 weeks, every time I call (early morning, between 08:00 on the dot and 09:00), they say they have used up all their appointment slots for the day and to try again the next day. I try again and the line to just be on hold is full and the call is automatically cut, I try to use Patchs and it crashes when I try to use it. I’m not even looking for a same day appointment, my symptoms are just getting worse and i can’t even get in the door or even speak to a receptionist for more than 10 seconds. I give them 1 star because the one time I managed to get an appointment (some months back) the nurse was very sweet.

Great experience at this GP surgery. As all GP services are under great pressure you have to wait a little longer than normal.