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"Registering with the Practice after moving into..."

About: Forest Health Group

I recently moved into the area and have completed the forms required to register with this Practice. I have just been to the Sainsbury’s site and handed in my forms with the relevant forms of ID only to be spoken to by a very unfriendly member of Reception staff. There was no smile, seemed like she couldn’t wait to get rid of me and there was no “welcome to the Practice” or anything at all. There was no booking of a health check as is supposed to happen when you first register, I wasn’t told who my named GP would be, I was just simply told “you need to go online to book appointments as we don’t book appointments over the phone anymore”. I need regular prescribed medication due to a chronic condition and there was no questions regarding this at all. I have come away feeling very underwhelmed and very frustrated and wondering whether I should even follow through with my registration. Think the Reception staff need a bit of training in how to talk to people with respect, being friendly and to not ‘have a face on’ when speaking to people because they may have had a bad day.

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Responses

Response from Forest Health Group 4 years ago
Forest Health Group
Submitted on 13/08/2019 at 11:57
Published on nhs.uk at 12:06


We are very sorry to hear of your experience you have had with the surgery when registering, this is not the kind of experience we want for any patient when visiting the practice.

Our receptionists do receive training in patient interactions and I will feedback your comments to the team and remind them of the importance of good customer care.

Again I am sorry you were not informed of your named GP you should have been informed of this at the time.

With regard to the comment of booking appointments online, this is for GP appointments only and is a new system we have introduced to assist with access for patients. A new patient check can be booked by reception so again I am sorry this was not done when requested.

If you need to discuss any aspects of your medical care please contact the surgery and they will be able to assist you with this.

I will be identifying and training needs and would like to thank you for your feedback as this helps improve us services in the future.

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