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Xgbdx X. 2 years ago • From Google

Rating

Poor

Frustrating medical consultation with poor customer service

I had a scheduled appointment on a day when I was working until 6pm, making it impossible for me to take the call. I proactively contacted Priory 24 hours in advance to reschedule, and the representative assured me they'd move the appointment to the following day - which seemed ideal! Yet, after my shift, I discovered I'd missed two calls from Priory Medical, with a voicemail from the doctor stating he couldn't reach me. The next day, I found myself stuck in a phone queue with 7 other callers, spending 30 minutes waiting to get through - an absurdly long time for such a small queue! Once connected, I was informed I'd need to restart the entire online consultation process. The staff member also insisted 'the doctor called twice' despite my previous explanation that the consultation wasn't even meant to be on that day. The call center staff demonstrate a complete lack of compassion, operating with mechanical detachment. Having worked in the NHS myself, I know the fundamental principle is to approach patients with empathy and understanding - something these representatives clearly miss.

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