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Decent medical staff, atrocious reception service

Story from nhs.uk

"Decent medical staff, atrocious reception service"

About: Manor Park Surgery

I am with a different surgery, that is a part of this surgery for weekend treatment, so I have no problem getting an appointment.

Each time we've been, the medical staff has been helpful, competent and friendly.

The problem they have is with the reception-hence low score. There tends to be the same person there each time, and she unfriendly, unwelcoming and on my last visit- plain rude!

There doesn't seem to be an easy complaint system, so I can't see her losing her job anytime soon. Its only now when I came to write this review that I noticed other comments about reception- fully justified.

It is a great running surgery, the pharmacy within couldn't be more helpful or more efficient. It's such a let down with the reception though! In this day and age, no one should receive such poor customer service.

When I approached the receptionist to nicely let her know her misconduct, she shrugged her shoulders, said that it was fine and that I wasn't even a patient of the surgery, so that it was just fine. !?!

If you can make it past reception- one of the best NHS services I have received.

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Responses

Response from Manor Park Surgery 5 years ago
Manor Park Surgery

Submitted on 02/08/2018 at 12:02
Published on nhs.uk at 13:06

Dear Patient

I am sorry for your recent negative experience at the practice. I would be happy to look into this further for you and would be grateful if you could submit this in writing with as much information as possible.

I am surprised at your review and consider our reception team to be polite and friendly. I would be very grateful if you could get in touch with the practice with the details and name or description of the receptionist you have had such unpleasant experiences with. You can do this in writing or by email reception.manorparksurgery@nhs.net.

Our complaints process is displayed near the entrance to the practice on our patient communication board and feedback forms are available at reception.

Thank you for your kind comments regarding our clinical team, I will be sure to pass these on.

I do hope you have a better experience and indeed a more positive welcome when visiting the practice in the future .

Yours sincerely

Karen Wood

Front Line Services Manager

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