Woodlea House Surgery
NE
Natalie E. 10 months ago • From Google
Poor
I contacted the practice recently to follow up on a repeat medication request. Unfortunately, the staff member who took my call came across as dismissive and unwelcoming. Their tone suggested they were irritated by the enquiry, and they appeared impatient throughout the conversation. I found this approach unhelpful and unnecessary. I question why someone in a patient-facing role would adopt such a manner, particularly given that healthcare settings require patience and understanding. Many people who contact or visit the practice may be elderly, anxious, or dealing with difficult personal circumstances, and making that initial contact can be challenging for them. A courteous and warm response from reception staff should be a basic expectation, as they are often the first interaction patients have with the practice. In my view, additional training in professional communication, empathy and courtesy would be beneficial. Disrespectful treatment of patients has no place in healthcare, where these qualities should be fundamental. I have been a patient here for many years and generally find the practice to be caring and supportive, with good appointment availability. It is disappointing when reception staff occasionally fall short of the standard set by other members of the team. Despite this experience, I would still recommend the practice based on the quality of clinical care provided. However, I do believe some staff members would benefit from training on how to interact respectfully with patients. There are reminders displayed about treating staff with courtesy, and I think the same courtesy should extend to how patients are treated in return. I am grateful to the many staff members who do demonstrate genuine care and compassion—their kindness makes a real difference to people accessing the service, and it is worth remembering that patients may be going through difficult times.
Sara C.