Brunton Park Health Centre
MS
Megan S. 5 months ago • From Google
Poor
I am writing on behalf of my partner, who has been a patient at this practice for a considerable period and has consistently had very positive experiences with the clinical staff. Unfortunately, a recent phone call to reception proved to be disappointing. My partner was calling to request access to information from his medical records and was advised to use an online form, which we appreciate is the standard procedure. However, the receptionist's approach came across as somewhat condescending and hurried when we explained that the options being referenced were not appearing on our device screen, as we were accessing the system via a mobile phone rather than a computer. Rather than providing helpful clarification or suggesting alternative approaches, the receptionist repeated the same guidance in a tone that suggested frustration. This was not particularly helpful and raises concerns about how patients who may be less comfortable with technology, or who are older, might experience similar interactions. What was particularly disappointing was an audible comment made by the receptionist as the call concluded, which felt quite unprofessional and inappropriate. This is regrettable, as previous contact with other members of the reception team has been courteous and supportive. It would have been preferable if one of those staff members had been available to take the call.
Tony B.