Burnt Ash Surgery
HH
Hayley H. 2 years ago • From Google
Bad
I attended the practice during evening hours and found the reception area quiet with no one immediately visible to assist. After locating someone behind the desk, I approached to ask about my query. The individual was looking at their phone and did not greet me or offer assistance. When I asked if the practice was still open, I received what felt like an irritated response. I proceeded to explain my question, but was met with repeated requests for clarification delivered in a manner that seemed frustrated rather than genuinely unable to hear me. There was visible sighing and apparent annoyance throughout our interaction. My first matter concerned a form I had been asked to bring. When I presented it, the response was dismissive, and when I attempted to explain what needed completing, I noticed eye-rolling and signs of frustration. I then inquired about an application process. The response was curt and delivered with an expression suggesting the answer should have been obvious to me. When I asked if I could complete the necessary form, I was told it could not be located and that I should return the following day. I explained my concern about the urgency of the matter, but was met with further resistance and comments about why this could not be resolved immediately. After some persistence, the form was retrieved without difficulty and handed to me. As I was completing and signing the paperwork at approximately 6:27, I was asked pointedly whether I was finished, with a reminder that the practice closed at 6:30. I was actually holding the completed form ready to submit at that moment. When my partner attempted to ask for identification to provide feedback, the shutters were closed quickly. I felt compelled to accept this treatment in order to complete my necessary documentation, though I found the experience stressful. Other staff members were present during this interaction. I have generally been understanding in the past, but felt this experience warranted comment. The clinical staff have always been welcoming and professional. However, I believe the reception experience requires attention, as the rudeness encountered created anxiety and was not conducive to a comfortable visit. This is my first time raising such concerns despite previous visits.
Catherine C.