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"Practice is let down by the very rude receptionist"

About: Blackwater Medical Centre

The GPs I dealt with were fine they dealt with my situation were polite but it was the bare minimum you'd expect, nurses are lovely, pharmacy team are good, however there is one area that is time & time again complained about & nothing seems to be done. Firstly you do not need my name or anyone else’s name to resolve a complaint or feedback, it seems a little counterintuitive for the NHS to give you the option of anonymous feedback if the response is time & time again We are sorry you are clearly unhappy with the practice but if let us know who you are we can attempt to sort out your problems. It’s about time the Practice Management Team addressed the situation. I have left the practice now because of the receptionist, it transpires after talking to friends that they have also recently left Blackwater for the same reason. It does not take long for someone to listen to a select number of your recorded calls for each receptionist and identify why complaints are being generated. I don’t know the receptionists name as she never introduces herself, when she does answer & you ask her a questions she is abrupt, rude and unprofessional. I've had her shrug her shoulders at me and tell me it’s not her problem, I had her snap at me a few weeks ago when I tried to tell her what I’d been told by my consultant & she barked back AND I’M TELLING YOU TO WRITE THIS NUMBER DOWN AND PHONE THEM! Needless to say it was the wrong information! I can't fathom why anyone would be happy for patients to be leaving their practice because of one person, surely if you had your patients best interests at heart & you were getting the same feedback about the same person/area you would act upon it & do everything in your power to nip it in the bud, it frightens me to think that she is treating the elderly like this, there’s 1 comment where a mother with post-natal depression & was suicidal was offered no help again from the reception, I feared calling up the surgery when I was Ill & having to speak to her. I can understand the not getting through on the phone complaints it is a nightmare but every surgery is in the same boat, too many patients not enough GPs or time so I would never rate you poorly for that, I appreciate reception is an extremely challenging job especially when dealing with frustrated, Ill patients, but there is NO excuse for her attitude, this is behavioral issue and needs to be picked up by her Line Manager. I am mindful that the last year the NHS has been under immense pressure & on the whole my treatment from hospital, surgery, doctors, and nurses was phenomenal! I cannot fault that and I have proactively made sure everyone I speak to knows that, however the receptionist at Blackwater lets the whole team down & that is not fair on the good work the other people in that practice do, but would I recommend you to someone that needed medical treatment, absolutely not & that is simply because the first person you deal with is an incredibly rude & unhelpful! logo
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