"Staff need to be more proactive and polite"

Generally a lovely and efficient GP surgery. However admin/management need to be more proactive with problem solving and help put things right for patients to be effectively cared for. They come across extremely autocratic & defensive when they could be a bit flexible and helpful and they need to learn to go an extra mile. Some telephone operators could also benefit from conflict management whilst dealing with customers/patients over the phone, some have been extremely unprofessional and high handed on 3 separate occasions and management need to look into this.