Spencer St Surgery
GG
Gary G. 6 years ago • From Google
Bad
I had a frustrating experience with the reception team during recent calls when seeking to see a doctor. On multiple occasions, I felt the advice given was unhelpful, with suggestions to explore alternative options rather than arrange an appointment. The manner in which I was spoken to left me feeling dissatisfied, and I considered changing practices as a result. I decided to escalate my concerns to management. Following my conversation with reception management, whose approach I found similarly unhelpful, I was eventually able to speak with the practice manager, who handled the matter more positively. During this discussion, I learned that call recordings are not routinely maintained, which I felt was a missed opportunity for quality assurance and accountability. Overall, I have concerns about the consistency of service from the reception team. Without documented records of interactions, it becomes difficult to address complaints effectively, and I worry that there may be insufficient oversight of how patients are being treated. I feel that as patients who contribute to the practice through our use of services, we deserve to be treated with greater professionalism and courtesy throughout our interactions.
Helen M.