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Great practice

Story from nhs.uk

"Great practice"

About: Ashton Gardens Surgery

I have been with this practice since I was 7 and I am now 64, they have helped me in so many ways. And cannot thank them enough.

I phoned today to ask a few questions about prescriptions etc. The young lady I spoke to was thorough In what she did, but I was saddened in how she spoke to me, no empathy, patience and could not wait to get me off the phone!!! I Know they have jobs to do. But your phoning the doctor because there is a problem.

It is only this certain receptionist that is like this, all the others are great, unfortunately I got her this morning, her attitude has made me write this review.

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Responses

Response from Ashton Gardens Surgery 3 years ago
Ashton Gardens Surgery

Submitted on 28/09/2020 at 11:37
Published on nhs.uk at 20:21

Dear Jane Shaw,

Thank you so much for your very kind words about the help you have received from the practice over the years.

Patients are at the heart of all we do and it is a great boost for staff morale when they take time to give positive feedback as you have done.

Having said that, I'm really sorry to hear that one of our staff did not treat you with the compassion we aim to give to patients at all times.

Please call reception to arrange to speak with our manager, Rashme Joi, so that she can look into this in more detail for you and speak to the staff member as well.

We will conduct refresher training at our next practice staff meeting in the 6 C's for the delivery of compassionate healthcare services:-

Care, Compassion, Competence, Communication, Courage and Commitment

Although these are more relevant to our clinical staff, they are also helpful reminders to our reception and administrative staff when interacting with patients.

If, despite our refresher training, you continue to experience issues with the particular member of staff, please arrange to speak to the Practice Manager so that she can work with them on an individual basis to support them in improving their communication skills.

Thank you once again for taking the time to give us feedback.

Dr A. Patel (GP Principal)

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