Little Horton Lane Medical Centre
KM
K M. 5 months ago • From Google
Bad
The reception staff member's communication approach is frustrating and counterproductive. During interactions, there is a tendency to interrupt and speak over patients while they are attempting to explain their concerns, only understanding the issue once the patient manages to complete their explanation. This pattern has occurred repeatedly, where despite the patient's initial attempt to communicate their needs, the staff member dismisses or talks over the information, subsequently placing the patient on hold to consult with clinical staff, who then confirm the patient's original point was valid. This creates an unnecessarily stressful and prolonged interaction to reach a conclusion that is ultimately straightforward and predictable. Given the recurring nature of the issue, the patient is familiar with the standard process for appointments and consultations, yet the reception staff member appears to second-guess or override this understanding. The interaction typically extends to approximately ten minutes of difficult exchange before resolution, primarily due to poor listening skills and an apparent lack of professional demeanor. The communication style comes across as dismissive and unprofessional. Additionally, there are instances where languages other than English are used during conversations conducted in English, which raises concerns about the appropriateness of the interaction. The patient has documented these exchanges due to ongoing frustration with the pattern of behaviour.
Cristiano R.