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Rude receptionist

Story from nhs.uk

"Rude receptionist"

About: Rushey Green GP

I phoned earlier today (02/10/2018) around 13.30pm to book an appointment on behalf of my neighbour. I was having problems with my phone as it's very old and doesn't work well. Plus the connection in my house is very bad. Due to not hearing properly the lady screamed really loud 'hello' on the phone which I understand her frustration but there was no need for it. Very unprofessional if you ask me. Never have I ever heard someone scream that way. So very rude so unprofessional and think she needs a good training. Due to this issue and the fact that I could never get any appointments even if my life depended on it. So thank you whoever you are that reacted that way.

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Responses

Response from Rushey Green GP 5 years ago
Rushey Green GP

Submitted on 03/10/2018 at 10:46
Published on nhs.uk at 12:08

Dear Patient

I am sorry that you found a member of our reception team to be rude, because you felt she screamed at you.

Whilst I appreciate that you felt she screamed and I sure she was only trying to ensure that you heard her as you state in your comment that your phone was not working well which is why you were unable to hear her in the first place.

At no point in your comments did you mention that she put the phone down but continued to speak loudly in an effort to get you to hear her.

You also stated that you can never get an appointment, and I realise that some of our patients experience difficulties when calling because they want an appointment which is why the practice has recruited more clinical staff so that we can offer more appointments to our patients.

I hope that your next contact with the practice you have a better experience with both the receptionists and getting an appointment.

Kind Regards

Miss M Stewart

Assistant Practice Manager

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