Holland Park Surgery
NK
Natalie K. one year ago • From Google
Bad
Absolutely terrible receptionist! She requires immediate training or reassignment to a role that doesn't involve direct client interaction. I wasted half an hour attempting to schedule routine pediatric appointments for my young children - an 18-month-old and a 3.5-year-old - including missed vaccinations, a flu shot, and a follow-up for an ear infection. BUT UNBELIEVABLY - I left empty-handed after 30 minutes. 1. The receptionist refused to book my son's follow-up appointment, insisting I must arrive in person at 8:30am on the same day. This applies even for pre-planned appointments weeks in advance. Their phone lines are perpetually busy, making scheduling virtually impossible. The requirement to take time off work and school just to book a non-urgent appointment is completely absurd. 2. She flatly rejected booking a flu jab for my 3.5-year-old daughter, claiming the policy only covers 2-3 year olds. Despite showing official NHS and government guidelines clearly stating children are eligible until their fourth birthday, she remained obstinate. Another staff member contradicted her, confirming they'd vaccinated their own 3-year-old. The receptionist became increasingly argumentative, eventually promising to verify the information with a nurse and contact me - which never happened, despite confirming my contact details. The clinic was staffed with multiple employees, yet the receptionist continually interrupted others while failing to assist me. I sacrificed 30 minutes of valuable work time to interact with an unprofessional, incompetent staff member who desperately needs comprehensive training or replacement. Her client communication skills are completely unacceptable.
iggy c.