"Reception Staff"

Dear Mrs Andrews

Thank you for taking the time to comment on your experience and I would like to apologise that you felt unhappy with your recent visit to the surgery.

We pride ourselves on our high standard of care and believe our reception staff are professional and helpful to all our patients, in particular the elderly, and I am sorry we failed you on this occasion.

You were seen in our urgent surgery, which due to its nature can sometimes run late, but on this occasion you were called on time by the Doctor via the call screen, but maybe did not see this. Unfortunately, you also did not hear the receptionists calling you, so were seen slightly late.

All patients who are hard of hearing have this identified on their notes so staff are aware and can act accordingly. We will ensure this is added to your notes so that the receptionists know they need to come into the waiting room to address you, thus preventing situations like this occurring again.

If you would like to discuss your concerns further please contact me and I hope you will feel confident in returning to the surgery.

Kind regards

Gill Biju

Practice Manager