"The doctor and nurses at this surgery are excellent. They are professional and put you at ease. However the receptionist needs customer service training. Itâs often difficult to get through to make an appointment which is common with all nhs services and no fault to this surgery specifically but the receptionist has a âdoing you a favourâ attitude and unfriendly telephone manner. On one occasion the receptionist blamed us for not making an appointment in time when we were told we would be sent a letter. We received the letter and then phoned up to make an appointment to be told they donât send letters out and we should have made an appointment before now. When trying to explain we had a letter and it was in front of us the reception would not believe this.
Some training required - you are the face and voice of the surgery - treat people kindly and be approachable - thatâs what the nhs is all about. Patients contact doctors when they have a medical need and this is the time they need to be treated well.
Medical staff, other receptionists and admin staff keep up the good work - but please remind others of how to be customer focused."
–Anonymous, 17th December 2018
Some training required - you are the face and voice of the surgery - treat people kindly and be approachable - thatâs what the nhs is all about. Patients contact doctors when they have a medical need and this is the time they need to be treated well.
Medical staff, other receptionists and admin staff keep up the good work - but please remind others of how to be customer focused."
–Anonymous, 17th December 2018
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