"I am not a person who makes a habit of complaining in life. I realise that general practice within the nhs is under an enormous amount of pressure. Most staff working within the nhs both clinical and non clinical work extremely hard and go above and beyond for their patients everyday. On balance I realise that reception staff working at Moseley avenue will take their fair share of verbal abuse from patients. However despite the above I feel compelled to write this review based on my experience with the surgery of late due to the unacceptable working practices I have observed from the surgeries reception staff.
Over the last 2-3 months I have needed to visit the surgery a handful of times due to a newly diagnosed health issue. I am not someone who visits the surgery unless I absolutely have to. Unfortunately on more than one occasion I have been met by a distinct lack of basic communication skills by the surgeries reception staff. One lady in particular (who I will not name) I find to be extremely obstructive and aggressive. Within the last month at the end of my appointment with one of the doctors I enquired at the reception regarding my prescriptions, I am then made to explain in front of an entire waiting room full of patients my condition and answer several of her questions. This could be forgiven except she was aggressive and kept rolling her eyes at me when I was querying genuine concerns. It was absolutely humiliating. And so much for patient confidentiality!
Now I realise this lady may have just been having a bad day but from my observation the reception staff seem to have a negative engrained culture probably because they have all been there for years . The practice manager needs to take a long hard look at who is the face of this surgery and how they interact and communicate with patients, they are massively letting the practice down.
Reception staff aside any doctor I have seen I have found to very good. In terms of the care from clinical staff I was very satisfied. I have always been treated by the doctors with respect and compassion. Itâs a pity the receptionist let the surgery down so much!"
–Anonymous, 4th February 2019
Over the last 2-3 months I have needed to visit the surgery a handful of times due to a newly diagnosed health issue. I am not someone who visits the surgery unless I absolutely have to. Unfortunately on more than one occasion I have been met by a distinct lack of basic communication skills by the surgeries reception staff. One lady in particular (who I will not name) I find to be extremely obstructive and aggressive. Within the last month at the end of my appointment with one of the doctors I enquired at the reception regarding my prescriptions, I am then made to explain in front of an entire waiting room full of patients my condition and answer several of her questions. This could be forgiven except she was aggressive and kept rolling her eyes at me when I was querying genuine concerns. It was absolutely humiliating. And so much for patient confidentiality!
Now I realise this lady may have just been having a bad day but from my observation the reception staff seem to have a negative engrained culture probably because they have all been there for years . The practice manager needs to take a long hard look at who is the face of this surgery and how they interact and communicate with patients, they are massively letting the practice down.
Reception staff aside any doctor I have seen I have found to very good. In terms of the care from clinical staff I was very satisfied. I have always been treated by the doctors with respect and compassion. Itâs a pity the receptionist let the surgery down so much!"
–Anonymous, 4th February 2019
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