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Nobody on reception

Posted By Hiya

"Nobody on reception"

About: The Elm Practice

(as a service user),

Nobody on reception. I was worried about missing my appointment. I feel worried and let down. How was the doctor to know I was there? Why isn't there a self service screen?

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Responses

Response from Maxine Grimes, Practice Manager, The Elm Practice, The Elm Practice about a year and a half ago
Maxine Grimes
Practice Manager, The Elm Practice,
The Elm Practice

Submitted on 22/11/2022 at 09:15
Published on Care Opinion at 09:42

Please accept my apologies for not meeting your expectations on this occasion.

Elm Practice is a small practice and at times throughout the day we only have one receptionist on duty. Therefore on occasions patients may have to wait a short while for a receptionist to return to her desk.

Elm Practice did have a self check in machine but, unfortunately this was vandalise. We looked into replacing it but I am afraid as it cost nearly two thousand pounds to replace the practice thought it was too expensive.

If you would like to discuss this matter further please contact the practice manager.

Maxine Grimes

Elm Practice Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Hiya (a service user)

It has happened to me twice recently that nobody was on reception. It was not "a short while". For one time I missed my appointment and the GP was not aware I was there so I was delayed by 20-30 minutes. The second time which was more recently for my flu jab, I was lucky that the nurse came into the reception area so I could make them aware that I was waiting. Apart from that I probably would have lost 20-30 minutes. I am never sure if the receptionist is on the phone in the background or not there at all as it is not always clear who works for which practice when they are sitting at their desks.

If the receptionist is not at the desk, could the clinical staff be made aware that they need to come into reception to collect their patients?

Thank you.

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