"Doctors are wonderful, Receptionists are awful"

I have had a consistently positive experience with the medical professionals at Boothstown Medical. My dissatisfaction, however, is solely directed at the reception staff, whose conduct is in stark contrast to the exemplary service provided by the doctors. It is deeply regrettable that the behavior of these receptionists has necessitated this one-star review.

The receptionists at this practice present a significant obstacle to patients seeking medical assistance, and their communication skills are alarmingly deficient. They would greatly benefit from thorough training, not only in effective communication but also in embodying the core values of the National Health Service, which prioritises respect, care, and inclusivity for all patients.

In the waiting area, these individuals display a shocking lack of discretion. They fail to lower their voices when discussing confidential matters, broadcasting private information across the room with no regard for patient dignity. This behavior is unacceptable and unprofessional.

A particularly troubling encounter occurred when I requested a doctor referral for my child to see a dentist at Salford Gateway. The receptionist, with unwarranted confidence, dismissed my request, insisting that doctors do not make such referrals for dental treatment, despite contradictory information from Salford Gateway staff. When I sought clarification or the opportunity to speak with a doctor, she refused outright, showing neither empathy nor a willingness to assist in resolving the conflicting advice.

Furthermore, the receptionists demonstrate a blatant disregard for patients requiring reasonable adjustments, especially those with disabilities. As someone with autism, I requested assistance with the triage system, only to be met with the dismissive question, “Can you not do it yourself?” This choice of words and tone was disheartening, reflecting a profound lack of sensitivity.

There was also an incident where my child’s appointment was mistakenly canceled by a receptionist, who initially blamed me for the cancellation. After an unnecessary and heated exchange, it was revealed that the error was entirely on her part. While she later apologised, the manner in which she handled the situation—creating a public scene before quietly admitting her mistake—was deeply unprofessional and disrespectful.

The reception team at Boothstown Medical is woefully lacking in both professionalism and respect. If these individuals are so dissatisfied with their roles, I urge them to take steps to improve their attitude and the quality of care they provide. Should they find themselves unable to do so, I would strongly suggest they consider alternative employment, as their current performance is detrimental to the practice and the patients it serves.