"Good practice but..."

Thank you for taking the time to write this comment on the Practice. I'm sorry to hear that you feel the admin team isn't as good as the clinical one - we often have "Customer Care" refresher training with the admin team, and we emphasize the importance of always having a smile on - even when speaking with patients over the telephone, as it is perceived in the tone of voice; and even behind their masks, as it can be noticed in their eyes and facial expression. We have taken your comments into account and they will be discussed at our next admin team training on 19th May. We expect you will be able to notice an improvement in your subsequent visits to the Practice and would like to thank you once again for your feedback.