West Quay Medical Centre
BL
Brenna L. 2 years ago • From Google
Bad
As a dedicated NHS professional committed to patient care and compassionate service, I encountered a frustrating experience today while seeking an appointment for my son with additional needs. When I called at 8am to discuss an assessment and appointment options, I explained that due to my own clinic tomorrow, I would be unavailable to call until 10:30. The receptionist immediately informed me that no appointments would remain by then. When I inquired about alternative solutions, I was simply told to call at 8am or have someone else make the call - an unhelpful response, especially considering this was a specialized assessment recommended by a teacher. The interaction quickly deteriorated as the receptionist became increasingly confrontational, talking over me and adopting an aggressive tone. I attempted to highlight that her communication style was causing mutual frustration, but she remained inflexible. My request to speak with her manager was met with convenient excuses - apparently, the manager had just stepped out and could not be located. My core concern was not the information being communicated, but the unprofessional manner in which it was delivered. As someone who understands the critical importance of effective communication in healthcare, I found myself disheartened by this interaction. While I will continue to pursue the necessary appointment for my son, I sincerely hope future interactions will demonstrate more empathy and professionalism.
David P.