"Feedback for reception staff"

Phoned today to request a medication that is not on repeat prescription.

Your reception colleague interrupted partway my request explanation to tell me that prescriptions are no longer issued over the phone - something I already knew. She then continued to speak on about how I could get my prescription fulfilled while I futilely tried to get a word in edgewise.

Finally, I was able to inform her I wanted a medication that was not on repeat but that required the doctor’s authority.

It would save your practice time and the patient’s frustration if you trained your reception staff to allow the patient to complete their explanations rather than assuming the patient’s needs after a few words of conversation and then concentrating on delivering their own preprepared but inappropriate scripts.