"Keeping things in context"

It is a known fact that on customer service review sites, the number of dissatisfied responses will always outnumber the satisfied ones. It is a natural phenonemum - dissatisfied customers want to voice a complaint, satisfied customers simply go home unnoticed. All I would ask is that readers keep the reviews in context.

Gillies caters for around 20,000 patients - the 34 comments on this site therefore represent a 0.17% response rate. I have been a patient with Gillies for over 40 years and have witnessed the increasing demands upon their underfunded services. Patients will undoubtedly experience supply and demand issues on occasions - particularly when seeking appointments by telephone - but let us not lose sight of the 400+ patients who fail to turn up for appointments each month. In my experience I have always found that a friendly and polite approach at Reception has always been greeted by a friendly, effective, and helpful response.

I would encourage anyone to register a complaint if they feel it is justified - but for those reading the reviews for the first time, beware of leaving with an unbalanced impression.