Crowhall Medical Centre
SC
Sarge C. 7 years ago • From Google
Bad
Attempted to call today between 7:15 and 7:45, making over 60 attempts, but the phone appeared to be unavailable and calls were not being accepted. When I eventually got through, the receptionist indicated that all available appointments had been allocated to walk-in patients, leaving those calling unable to secure a slot. This approach feels unacceptable and unprofessional for an administrative role in a medical practice and is particularly unfair, as not all patients are able to attend in person. There should be fair procedures in place to ensure equitable access to appointments for both walk-in and telephone callers, as some patients can only book by phone due to personal circumstances. The receptionist appeared to prioritise walk-in patients entirely, then claimed no appointments remained when phone callers enquired. This suggests a need for better training and understanding of patient needs and the importance of fair appointment distribution. The administrative staff would benefit from professional development to improve their approach to patient care and communication. The clinical staff are excellent, and it is largely due to them that I continue with this practice. However, the reception and administrative team require improved training to understand the diverse needs of patients and to provide appropriate support rather than creating additional stress.
holly x.