Beacon Surgery
JM
Jake M. 4 years ago • From Google
Average
The receptionist's approach was unhelpful and dismissive throughout my visit. I asked for a copy of a referral letter to share with another healthcare provider and was instructed to call the practice. I explained that I had already attempted this earlier in the day without success, but was repeatedly assured they would eventually answer, which felt unhelpful given that I had already made the effort to visit in person. When I requested the letter be provided to me at the practice, I was refused with the explanation that they could not verify my identity in that way. I questioned how verification would be any easier over the phone and received no satisfactory answer. When I asked about alternative methods to obtain the letter, I was told I could submit a written request. I asked to do this and was reluctantly given a blank piece of paper. After completing my request, I asked how staff would verify my identity from a written form, and the response was simply that they would make that decision. It appeared the receptionist lacked understanding of the actual process and was providing vague responses rather than genuine assistance. This experience is consistent with my not having received the referral letter or any notification that it was ready for collection. I also observed another patient asking to change their name, and when handed what appeared to be an incorrect form, the receptionist responded in a dismissive manner by suggesting they simply cross out the irrelevant section. This further demonstrated a lack of clear procedures and an unhelpful attitude. The three-star rating reflects the quality of the clinical staff. The reception experience was disappointing.
Milly B.