Moorside Surgery
AR
Adil R. one year ago • From Google
Bad
I feel this practice would benefit from reviewing how the reception team engages with patients. From my observations across multiple visits and conversations with others, there appears to be a pattern where some front desk staff come across as dismissive when interacting with patients, both during in-person visits and telephone calls. My concern is that certain team members seem to make assumptions about patients' needs based on limited information or initial impressions, which feels inappropriate and falls short of professional standards. This approach can be particularly difficult for those already experiencing distress or anxiety about their health. I would recommend that management consider providing communication and compassion training for the entire reception team. The current approach, in my view, is counterproductive and may negatively impact the patient experience. Additionally, reviewing call recordings could provide valuable insights into areas for improvement. A structured training programme and a thorough evaluation of team practices would likely strengthen the overall standard of care and patient interactions at the practice. This would also reflect positively on the management's commitment to maintaining professional standards.
emma t.