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The receptionist was very abrupt

Posted By Gobsmacked

"The receptionist was very abrupt"

About: Mulberry Medical Practice

(as the patient),

Received a message from the surgery requesting I call to make a telephone appointment, relating to blood tests I had the day earlier. The receptionist was very abrupt stating this needs to be done at 0815 or 1400 ( sharp ), which I'm sure is correct. I tried to explain I would be travelling home from work, I was cut off by the receptionist, who states its obviously not urgent or they would have stated that in the message, you will need to phone next week.

Appalling customer service in my opinion. This is not the first time I have had a bad experience at this practice, normally I let it slide, but not today I've had enough of their aloof attitude, they should treat patients/customers with respect and courtesy. I was not asked for my name or for any details. I felt I was being an inconvenience... which should not be the case.

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Responses

Response from Mulberry Medical Practice 3 years ago
Mulberry Medical Practice

Submitted on 21/09/2020 at 10:57
Published on nhs.uk on 22/09/2020 at 06:32

Thank you for your feedback. We are very sorry to learn of your bad experience at the practice and disappointed to hear that the service provided by our receptionist fell short of that which we would normally expect to provide. We would welcome the opportunity to discuss this further with you and invite you to contact us directly in this regard.

With regards to the appointment system, due to the current pandemic we are currently providing mainly telephone appointments, the majority of which are bookable on the day and these are released by the system at 8:15 am and 2 pm and are booked on a first come first served basis. There are a number of telephone appointments that are bookable in advance. We do recognise that the appointment system is under strain. Please be assured that we are striving to improve this. We have recently recruited some new doctors to enhance our existing services and introduced an electronic consultation service “econsult” which is accessible via the practice website https://www.mulberrymedical.nhs.uk/ . This service is for non-urgent advice and provides an alternative to telephone access in some cases.

Thank you once again for taking the time to provide feedback, which will help us plan improvements to our service as well as staff training.

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