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The receptionist

Story from nhs.uk

"The receptionist"

About: The Dekeyser Group Practice

The Gps are mostly very good nice compassionate people .I must say what a shame about the un sympathetic reception staff They are often rude , condescending, and try their best Not to help in any way do their utmost to be awkward.

The practice manager is no help whatsoever if you need her help , won’t give you a straight answer and doesn’t care less really.

I have been under this practice since I was 4 years old I am now 60 what a shame ,

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Responses

Response from The Dekeyser Group Practice 5 years ago
The Dekeyser Group Practice

Submitted on 18/05/2018 at 11:01
Published on nhs.uk at 12:06

I could not disagree with you more with regards to the comments you have made reference my role and that of the reception team.

Sometimes patients see that as the first point of contact with the surgery the reception team are the ones who are the barrier to getting what they think they need. Patients are not happy being signposted to another more suitable clinical member of the team or to be signposted to another organisation.

These type of patients only see the reception team of being awkward or unhelpful which is not the case. If you have been a patient since you were 4 then you will know the difficulties the practice has faced and the changes we have undertaken.

The team here at the Fountain Medical Centre deliver a good service and show compassion and understanding to our patients .The comments you have made are not constructive or helpful.

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Response from The Dekeyser Group Practice 4 years ago
The Dekeyser Group Practice

Submitted on 25/03/2020 at 12:36
Published on nhs.uk at 13:36

Firstly let us apologise for your unhappiness with the contacts you have had with the surgery and as you say the un-sympathetic treatment you have received. As you have stated you have been registered at this surgery for a long time and we appreciate your feedback and have hopefully addressed your issues with refresher staff training.

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