Formal Complaint Regarding Service, Communication and Patient Care

Dear Dalview Doctors Management, I am writing to formally raise concerns about my recent experience at your practice. This was my first visit, and unfortunately, it has been extremely disappointing. Firstly, upon arrival, the receptionist asked me—loudly and in front of other patients—what my symptoms were in order to determine whether I needed a mask. I have no issue complying with health protocols, including wearing a mask. However, the manner in which this was handled was unprofessional and breached patient confidentiality. Medical information should never be discussed publicly. If symptom screening is necessary, patients should be taken aside privately or provided with a written form to complete discreetly.

Secondly, communication from your administrative team has been very poor. Emails sent to *** are read but not responded to. I did receive read receipts, yet there has been no acknowledgment or reply to my correspondence. In addition, it is extremely difficult to get through to reception telephonically despite multiple attempts, as calls go unanswered.

I was eventually able to get through and spoke to two different receptionists. I was advised that I could come through to the practice. During the call, I was informed that I have an outstanding account, which I acknowledged. I explained that I am fully aware of the balance and had already emailed to make a payment arrangement. I also spoke to your accounts representative, Christelle, who informed me that a block had already been placed on my account the same day I was there and that no payment arrangements could be made because I am a private patient.

I explained that I had sent an email specifically to have the arrangement in writing and that I am being paid this coming weekend—within four days—at which point I would settle the outstanding amount. Despite this, I was told that they could not assist me, even if I was not feeling better. The response was dismissive and came across as rude, which added further distress to an already difficult situation.

To provide context, I had been ill since Monday, 16 February, and consulted a doctor at your practice on Thursday, 19 February. I was prescribed antibiotics and completed the course on Monday, 23 February. As of Tuesday, 24 February, my condition had not improved—in fact, it worsened. Being denied assistance while still unwell, due to a short-term outstanding balance that I was actively trying to resolve, is extremely concerning.

As a first-time patient, this entire experience—from the lack of confidentiality at reception, to poor communication, to the handling of my account and medical concerns—has left a very negative impression. Based on this experience, I would not feel comfortable recommending this practice to others. I trust this matter will be taken seriously and addressed to improve professionalism, communication, and patient care going forward.