This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Shocking customer service

Story from nhs.uk

"Shocking customer service"

About: James Street Group Pract

Kept on hold for one and a half hours when finally spoke to a receptionist was asked with no apology and very rude and ignorantly to ring back at 8am the following day. What sort of customer service is this you provide?? Very incompetent unprofessional staff. Absolutely shocking and extremely surprised this practice was given a good remark from the CQC

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Alison Shaw-Daly, James Street Group Pract 2 years ago
Alison Shaw-Daly
James Street Group Pract

Submitted on 01/02/2022 at 10:55
Published on Care Opinion at 14:23

A recent audit by North Cumbria Primary Care Alliance (NCPC) Patient Experience has identified that we did not respond to your comment in an appropriate timeframe. Please accept our apologies for this oversight.

I am saddened to read about your experience of contacting the practice. Our phone lines have been extremely busy and we have had difficulty keeping up due to the demand placed on the practice by the current pandemic but being spoken to in a rude and abrupt manner is never acceptable. I am very sorry that this was your experience, it is not the sort of service we aspire to as patient care is our first priority.

Your review will be shared at the next team meeting to make all staff aware of how negativity is viewed and upsetting for patients.

Please do not hesitate to get in touch if there is anything else that I can do to help. I can be contacted on alison.shaw-daly@gp-a82020.nhs.uk

With our very best regards,

Alison

Patient Experience NCPC

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k