Marlborough Surgicentre

The whole experience from when I entered the front doors till the end of procedure was excellent. Sure, my appointment was at 830am, and i didn't get in till about 8:50am, but right on the pamphlet that I took home when I booked the appointment, stated 'Could be late, as each surgery is different and they're not going to rush anyone out'.
Thanks to the nurse and doctors who helped me out, it was excellent experience.

The staff at the front desk are awful.

I called in to book an appointment and was trying to find a time to accommodate my schedule. She suggested a few dates that I said I couldn't make, so she gave me a very rude tone and said that they were all booked up for the month. I called back for a different receptionist, and she easily fit me in.

I was hoping that it was just that one individual having a bad day, but it seems that one individual affected the whole staff. I was told that my appointment would be a quick 15 minute appointment, as I told the front desk that I had to be somewhere at 8:30. However, despite being scheduled for 7:30, the doctor did not arrive at the office until 8:30. On top of that, I waited another half hour just for the doctor to see me. Note that there was only 1 other patient there at the time.

When I confronted the front desk about misleading me about times, all she had to say was "The doctor is on his way." "I can't help you with that." and refused to answer any of my other questions. I would have appreciated it if they simply acknowledged how upset I was, but the more I talked to her, the more disrespected I felt.

However, the front desk is definitely not an accurate representation of the actual service. The doctor was very nice ad understanding, and the nurses were clearly very caring.

Just a tip if Dr. Simon Touchan happens to read this: please improve on your HR team. Despite the small role of the admin staff, they've really downgraded your image to multiple of your clients. I've returned here 3 times already, and the service was CONSISTENTLY bad enough for me to not return again.

While the Dr. seemed fine, the front staff (particularly "Rhonda") was the most rude receptionist I have ever met - no people/social skills whatsoever. Will not be returning to this "clinic". Horrible for a specialist office!