"Whenever I call to book an appointment, I am waiting on hold for ten minutes or more and then consistently met with disdain and disrespect. The last time I called, I barely had time to say 'Hello' before the speaker on the other end barked 'Speak up, I can't hear you!'. This gives an incredibly inhospitable first impression to the surgery.
As I gave my name and explained my medical issues, the lady replied with clear contempt, going so far as to say '...right... and..?' as if she could not care less and considered my ask for help a time-wasting burden.
This scornful attitude is DISGRACEFUL for a person in a customer-facing position answering calls. The unsupportive speech would make many callers feel like they don't matter. People seeking NHS help may suffer from phone anxiety or particularly low mood, and may already feel doubtful about seeking help. This rude reception would likely deter them further.
Even if it is a busy and stressful time at the workplace, there is no excuse for such poor customer service and disrespect.
The nurses I have seen at Paston Surgery have all been lovely and given strong support and advice. I have also spoken in person with another receptionist in the past who was very polite and patient. It seems to be just this one member of staff answering the phone who is really letting the rest of the team down and delivering awful, rude customer service."
–Anonymous, 28th November 2018
As I gave my name and explained my medical issues, the lady replied with clear contempt, going so far as to say '...right... and..?' as if she could not care less and considered my ask for help a time-wasting burden.
This scornful attitude is DISGRACEFUL for a person in a customer-facing position answering calls. The unsupportive speech would make many callers feel like they don't matter. People seeking NHS help may suffer from phone anxiety or particularly low mood, and may already feel doubtful about seeking help. This rude reception would likely deter them further.
Even if it is a busy and stressful time at the workplace, there is no excuse for such poor customer service and disrespect.
The nurses I have seen at Paston Surgery have all been lovely and given strong support and advice. I have also spoken in person with another receptionist in the past who was very polite and patient. It seems to be just this one member of staff answering the phone who is really letting the rest of the team down and delivering awful, rude customer service."
–Anonymous, 28th November 2018
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