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Reception staff lacking basic manners

Story from nhs.uk

"Reception staff lacking basic manners"

About: Brunswick Park Medical Centre

I tried to book an appointment for my mother. I had to wait 25 minutes before I could even speak to a staff member. The staff said to call back again next Monday as there were no appointments in the next two weeks. I called on Monday and they gave me an appointment that was in three weeks’ time! When I asked if I could get an appointment any sooner as my mother has cardiovascular disease and diabetes, the staff was so rude! Truly very unprofessional and not helpful.

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Responses

Response from Brunswick Park Medical Centre 4 years ago
Brunswick Park Medical Centre

Submitted on 25/06/2019 at 11:52
Published on nhs.uk at 12:07

Dear patient,

We are sorry to hear you have had difficulty finding an appointment. We have more doctors at the practice than ever before but it can still be challenging keeping up with demand. We are constantly working on ways to make it easier to se a clinician when you need to. We realise that it can sometimes be difficult to get through on the telephones and we do are best to have as many staff taking calls as we can. We are currently reviewing our telephone system and hope to have more staff at busier times very soon.

I'm shocked to hear that a member of the team was rude to you and I apologise unreservedly. If you contact us directly we can investigate further.

Thank you for your feedback. We welcome all comments and find them extremely helpful in improving the service we provide in these difficult times for General Practice and NHS services in general.

kind regards

Ed Poole

Practice Manager

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