"Receptionists let whole surgery down"

Dear Anonymous,

I am sorry that you feel the need to complain on this public forum.

I do, however, feel that your comments are a bit harsh.

My staff are working though very stressful and difficult times. We have had to adapt our working practices to manage social distancing and to protect our patients from possible infections. This has meant that we have had to introduce a closed door policy and to check everyone who enters the building. We have a one way system through the surgery and sanitise the rooms after every consultation.

The process to manage visitors is that the receptionist confirms who you are, via the videophone, and then lets the clinician know you are waiting by registering you on our clinical computer system.

If the clinician isn't quite ready for you, you may be a few minutes early or the clinician may be running slightly, this may result in a delay and you waiting outside of the building. Please be assured that you would not have been forgotten.

We have now relaxed our processes and can accommodate up to 15 people seated in our waiting area so the need to wait outside should now be minimal.

Again, I am sorry if you feel that the service has not been good enough but we are living through difficult times and we are adapting as best we can.

I hope you find that things have improved when you next have the need to visit us.

Garry Mahn

Practice Manager