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Awful attitude on reception

Story from nhs.uk

"Awful attitude on reception"

About: Westmoreland GP Centre

Awful attitude on reception in this GP Centre. Called today and was spoken to in a really rude and patronising way. The tone the lady I spoke to used with me and the huffing and puffing was not acceptable. This is not the first time I have been spoken to like this by the reception staff in this practice. I myself work in customer service and some manners and good people skills go a long way which unfortunately a lot of the reception staff in this practice lack.

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Responses

Response from Westmoreland GP Centre 3 years ago
Westmoreland GP Centre

Submitted on 06/07/2020 at 10:20
Published on nhs.uk on 09/07/2020 at 06:19

Dear Patient,

I am sorry that you have felt the need to raise a concern.

I have spoken to the full reception team and nobody can remember huffing and puffing down the phone at a patient.

I apologise on behalf of the practice if indeed this did happen. Feedback in the main is usually very positive about our excellent reception team and we have discussed your feedback as a group in a training session.

I trust this is acceptable.

Kindest regards

Practice manager

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