Spring Hill Practice
MI
Mohona I. one year ago • From Google
Bad
I am deeply frustrated with the customer service provided by the reception staff at my general practitioner's office. I've reached out multiple times about a gym referral completed by my doctor on June 23rd. Each time I called, the reception team adamantly claimed no referral was on record, despite the referral form being clearly visible in my GP app. During my first two calls, I was assured that someone from the administrative team would call back to clarify the referral's status. However, no one ever followed up on these promises. On my third attempt, I was again instructed to schedule a nurse appointment to process the referral. I repeatedly explained that the referral had already been completed by the doctor, but this seemed to fall on deaf ears. When I requested a telephone consultation with the original referring doctor, I was flatly told this was impossible. My intention in contacting the practice was to genuinely seek assistance in accessing gym services. Instead, I encountered a reception team that was unhelpful, dismissive, and consistently failed to deliver on their commitments for return calls. If the staff cannot provide accurate information, they should escalate the issue to someone who can — rather than repeatedly deflecting with statements like "I don't know" or "I can't help." This entire experience has generated unnecessary anxiety and postponed my access to needed services. I sincerely hope the practice conducts a thorough review of how their reception staff communicate with and support patients, and improves their follow-up procedures.
Rachel F.