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Terrible practice with vile customer service

Story from nhs.uk

"Terrible practice with vile customer service"

About: Victoria Park Health Centre

There has not been a single time i have called that did not ruin my day. The receptionist always speaks very low and in a hushed manner, with very short answers and if I ask politely to speak louder, I am just completely ignored. I was told to call at 8:30am when the surgery opens to book a psychical appointment and the line is busy from 8:29 until almost 9am. When I finally manage to get through they tell me its too late. I call 27 times in a row from 8:28 until 8:37 and nothing.

The customer service is vile. The receptionists are either incredibly angry or just completely bored with their job. They also have a tendency to offer different information such as the costs of health forms on which I was told three different prices. Yet, when I tried to argue, I was accused of being aggressive with the receptionist. Shame on you for treating people this way.

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Responses

Response from Victoria Park Health Centre 6 years ago
Victoria Park Health Centre

Submitted on 27/06/2017 at 10:51
Published on nhs.uk on 23/10/2017 at 11:57

Please let us know who the receptionist is that you are unable to hear.

Our receptionists don't deal with health forms. These are private work and although the receptionist will try to help you, you really need to be speaking to our secretary's. We are working on how we improve communication to patients regarding non NHS work. We hope to have a few changes to the phone system so you can be put straight through to them. Unfortunately with these forms they all differ in information that is needed, and the medical records of patients isn't all the same. Patients with very few GP Practice and hospital contacts, and no on-going health problems, will take the GP less time than someone with many on-going problems and lots of practice & hospital appointments. We often cant confirm the actual cost until the work is complete but we do try to give an estimate.

I am sorry you feel contacting the Doctors Surgery when you are ill ruins your day

S Rogers - Executive Manager

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