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Reception Staff

Story from nhs.uk

"Reception Staff"

About: Parkside Group Practice

I have been with Parkside Surgery from last 7 years. Hardly visited them in first 6 Years but due to bad health from last year I forced myself to visit them, as no other option. Behavior at reception is unbelievable, no sympathy towards patients, rude, no sense how to talk without realising that people who are visiting them are already stress and not well. Instead of helping them they make things worse and put allegation on them that callers were rude. They need to have proper training to talk to Vulnerable people.

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Responses

Response from Parkside Group Practice 4 years ago
Parkside Group Practice

Submitted on 11/12/2019 at 14:04
Published on nhs.uk at 14:06

Thank you for taking the time to feedback on your recent experience at the surgery. We are sorry that you feel that our reception staff's behaviour is rude and unprofessional. We all work extremely work hard to offer a good and safe service to our patients. We all undertake regular training, focusing on topics such as customer service and difficult conversations. That being said we are not perfect, and unfortunately sometimes when we are unable to offer an appointment at a specified time or an immediate solution to an enquiry this can be misinterpreted as staff being unhelpful or obstructive, when they are just trying to follow practice processes and procedures. We would welcome the opportunity to investigate your feedback further, please feel free to contact me with further details. Please ask for Rebecca Cook or Lynn Lucas. Kind regards Rebecca Cook

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