Friends and Family Test Results

Very good

Very good

Efficient service

Good

Poor

Throughout all the time I’ve been a patient at the surgery (since September 2023), I have only been late for my medical appointments twice – both times by not more than 5-6 minutes, and on both occasions I was denied the service (urgent pre-chemo blood draw) because of that by the same receptionist.

First time (last year), when I was just over 5 minutes late, I was not offered any alternative appointment on the day so had to drive to a hospital in Leicester instead. The second time (9:00am appointment on 28 April 2025) I was offered to come back in one hour, which was not suitable, as I had another appointment in Leicester at 10am that I could not move.

At the same time, I often had to wait for my doctor or nurse appointments for 15-20 minutes beyond the appointment time, and recently as long as 35 minutes.

I was told by the receptionist that the delays were caused by the fact that nurses and doctors have to deal with emergencies. I believe this is not fair on me, as my blood test was urgent, too (it is called “Urgent pre-chemo” blood test for that reason).

The receptionist who I was taking with on 28 April 2025 morning (I believe her name is Lisa), was rushing me to move on before I had a chance to finish talking to her, on the grounds that “there were other patients waiting”. She said to them, looking behind my back, “Sorry for the delay because of THAT” and pointed at me, which I found very insulting and disrespectful.

I fully understand that the surgery requires punctuality from their patients. I am doing my best (and most of the time I succeed!) to be on time for my appointments. However, taking into account the numerous other hospital and medical appointments I have to juggle being a cancer patient, this is not always possible.

I do blood tests every month, sometimes a few times a month, and I know from this ongoing experience that on average a blood draw takes about 3-3.5 minutes to complete (plus maybe a minute or 2 to label the vials, etc). I was just over 5 minutes late for the appointment, so the blood draw could still be done, given that the total length of the appointment is 10 minutes. However, the receptionist refused to let me see the nurse.

Having to navigate stage 4 cancer and juggle numerous doctor, hospital, test, scan etc appointments is difficult in itself. Having ADHD and a 30+ year long medical history of recurrent depression and anxiety means that being organised and getting everywhere on time is even more challenging. Being treated without due respect and showing no regard for me as a neurodivergent cancer patient (and, frankly, just as a person) only contributes to the stress and frustration. Having received an automated text at 9:08am the same morning (“You did not attend your appointment on 28 Apr 2025 09:00 at Markfield Medical Centre. Please notify the service on 01530242313 if unable to attend”) felt like a mockery.

I would really appreciate having a little bit more understanding, empathy and kindness from Markfield Medical Centre reception personnel, and I believe I am owed an apology for the way I have been treated. Please be respectful, compassionate and kind to the surgery patients, many of whom are vulnerable people.

Very good

Appointment on time, not rushed out of the door.