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Reception staff nowadays rude and unprofessional

Story from nhs.uk

"Reception staff nowadays rude and unprofessional"

About: Lakeside Medical

Been registered with the practice for many years. Unfortunately, Reception staff became nowadays extremely rude and unprofessional. The Practice Manager should address her staff performance. The doctors are good, but sadly the reception is dragging the whole practice down!

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Responses

Response from Lakeside Medical nearly 2 years ago
Lakeside Medical

Submitted on 05/07/2022 at 12:17
Published on nhs.uk at 13:52

Dear Vergy,

Thanks for your feedback.

I’m not sure who you believe the Practice Manager to be, however I am not female. All calls are recorded and the reception team are fully aware that poor customer service will be performance managed. However, by this same token, any patients who believe it’s their right to be rude and abusive towards staff will be also be managed and removed from the practice list.

This is how the process works so if you have specific examples, please get in touch with me.

Marshall – Practice Manager

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