MB

Mohammed B. 2 years ago • From Google

Rating

Bad

Contrasting receptionist experiences at GP surgery

My experience with the reception staff at this medical practice has been a rollercoaster. Initially, I encountered Helen, whose demeanor left much to be desired. Her approach was confrontational, condescending, and she frequently interrupted me. I'm compelled to bring this to the attention of the reception manager and request a review of our phone conversation from 15:22 today. It's unfortunate that staff members like Helen can tarnish the reputation of an entire practice, despite the commendable work of the physicians. However, I must highlight a stark contrast in my subsequent interaction. The following day, I had the pleasure of speaking with Laura, whose assistance was exemplary. Her professionalism and helpfulness were a breath of fresh air, demonstrating the standard of service one should expect. It's evident that Helen could benefit from observing Laura's telephone etiquette and overall approach to patient interactions. It's crucial to remember that patients contact GP surgeries out of genuine health concerns, not for idle conversation or confrontation. We seek the expertise of healthcare professionals, and the reception staff should facilitate this process with empathy and efficiency, as Laura so aptly demonstrated. I'd appreciate guidance on the next steps to formally address my concerns regarding the initial interaction.

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