"Worst booking system ever- Reception staff need..."

Received missed call and text to call surgery to make appointment regarding test results . I call back told to call on the day. I then asked regarding tel consultation told still call on day 8 am. I asked is the Dr who wants to discuss these results there on this day receptionist answers yes.

I call 8 am on the dot - phone answered- no appointments left with this Dr- ok i'll have a tel consultation then- no this Dr does not do these this day???? so every thing the receptionist said the previous day was incorrect???? sorry but you asked me to make the appointment will not offer pre-bookable appointments. So I ask to speak to the practice manager, He says will speak to reception, this isn't helping my situation now!! I advised maybe his staff need retraining. I ask why you do not make pre-bookable appointments for things like this ?? Practice managers response was patients only want to see a Dr on the day????? Really this system is simply the worst system I have ever heard of - Automated system which you are unable to choose which Dr you see so if I had done that the night before no guarantee I would be seeing the correct Dr. Practice manager also advised me to call at 2 am to book an appointment??? This surgery does not cater for the working person at all- no late night appointments. I understand if I was ill I would not be at work therefore be able to call on the day be available for appointments between 9-5 but it is a result I am after i'm not ill as such therefore have to go to work.

Also sat in siting room in past young mum comes to reception with young child and 6 month old baby- baby has chicken pox- receptionist rudely says to mum oh chicken pox- not that the Dr can do anything for them- mum says actually the appointment is for me. the receptionist says well i don't no where you will sit as i'm not sure how ill these people are- I said the lady could sit next to me- I can't believe how rude the receptionist can be in this surgery- do they not think when they speak to patient if buy telephone or face to face they are here cause they are ill, that receptionist doesn't no what is going on for that patient and they have no empathy at all for the patents everything is said abruptly.

I understand it is a difficult job- but you can not speak to the patients in the manner they do. Retraining is almost definalty needed in this surgery as well as customer service training too. maybe a suggestion for your next practice learning time.

I just want to say not all the receptionist are rude there is one exception which is a member of staff, she has worked at the surgery many years and is always polite to the patients.

Thanks for reading Nicola