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Rude desk staff!

Story from nhs.uk

"Rude desk staff!"

About: The Lawson Practice

I just called up the clinic asking to book an appointment for early next week and I was rudely snapped at by the person who picked up (note I was on hold for 15 minutes). They grumbled that they had 15000 patients so I'm sure they'll be pleased that they now have one less (me).

It's virtually impossible to get an appointment as it is so busy.

I understand that the NHS staff are underpaid and overworked but it is really humiliating to be treated in this way and I won't be returning. I've already told my flatmates not to bother registering here.

I hope this call was recorded for quality purposes

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Responses

Response from The Lawson Practice 7 years ago
The Lawson Practice

Submitted on 08/07/2016 at 17:33
Published on nhs.uk on 22/11/2017 at 15:48

Thanks you for taking the time to review our practice.

We appreciated feedback so that we may reflect on the service we provide for continuous improvement.

We do record all incoming calls and it would be helpful if you were to contact the practice so that we may listen to the call in question with the team member.

We would never want a patient to feel "humiliated" and I apologise if this is how you felt after contacting us.

Please contact the Practice Manager Lauren Stephenson so that we may get further details to investigate this matter.

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