KT

Keira T. 8 months ago • From Google

Rating

Bad

Reception staff dismissive when explaining work constraints

I recently called the surgery to ask about phone appointment availability later that day. The receptionist explained that two clinicians were absent due to illness, which I understood. However, she advised me to call back the following day. When I mentioned I would be working at that time and unable to make a call in the morning due to patient care responsibilities, she did not allow me to fully explain my situation. Her response suggested that everyone has work commitments. When I raised concerns about her tone, she denied being dismissive and proceeded to speak over me in an increasingly raised voice. I have interacted with this receptionist previously and have found her manner to be consistently unhelpful and lacking in empathy towards patients. I felt her approach fell short of the standard of care and understanding I would expect from NHS staff. Due to my experience during this interaction, I have decided to register with an alternative surgery, as my confidence in this practice has significantly diminished.

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