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"Customer service on reception is absolutely…"

About: Stamford Hill Group Practice

I have seen the quality of the customer service go down over the years. It is required of the patients to treat the staff with respect but this does not go the other way. Receptionists are unhelpful and rude and have left me feeling very stressed out and upset many times. What is worst is that there isn't much hope for any of this changing really. They don't seem to understand that patients who call are already in distress and in vulnerable position and often treat them as nuisance. My main problem, therefore, and a huge deterrent from even asking for help is the reception you have to deal with before you get the appointment. Look elsewhere if you can.

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Responses

Response from Tania Fidler, Practice Manager, Stamford Hill Group Practice last month
Tania Fidler
Practice Manager,
Stamford Hill Group Practice

Manage the day to day running of the practice

Submitted on 27/11/2020 at 11:26
Published on Care Opinion at 13:41


Dear Sir or Madam

I have read the concerning comments that you have recently left on the NHS website and Care Opinion about your experiences with our reception team. I am unclear if your comments have been prompted by a recent experience and I am concerned that you feel upset and stressed when talking to our reception staff.

I would appreciate the opportunity to discuss this with you further as being able to speak about concerns allows me to work with our reception team to ensure patients have the best possible experience when contacting the surgery.

If you would like to call me to discuss further and I can try and resolve some of your concerns and work further with our reception team, I work every day Mon-Fri 9-4.30 with the exception of a Fri when I am here until 3pm and you can call me on 0208 800 1000.

Kind regards

Tania Fidler (Practice Manager)

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