"My local practice"

About: The Lawson Practice

(as a service user),

I spoke to a receptionist who was so very kind, listened to my problem and gave me a courtesy call back and got the problem done for me she was extremely very nice indeed.

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Response from Deborah Colvin, GP, The Lawson Practice, The Lawson Practice

Thank you so much for letting us know this. It is fantastic for us to be getting the feedback that reception are treating patients the way that we all want to be treated when we need help. Great to know that this receptionist sorted things out for you. We are working with our reception team to enhance their navigational role so that they all feel able to become expert sorters (some are already, some are getting there). We have a great team of receptionists who do a very difficult job. They don't always get it right (none of us do) and of course when they don't, they rightly hear about it. However only negative feedback can be discouraging. The positive feedback that they are receiving on this website is a huge boost for them. They are all willing to work hard and improve but the most powerful driver for us as humans is recognition from others and support in trying to get there. Thanks again.

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