Stokewood Surgery
OH
Oliver H. 2 years ago • From Google
Bad
The reception team at this practice appears to lack warmth and understanding in their interactions with patients. I witnessed an instance where a patient experienced difficulty with the automated check-in system and requested assistance, but was directed to attempt it again rather than being helped, despite the staff being aware that the system had been problematic for other visitors earlier that day. There have been other occasions that left me with concerns, though this particular experience felt most representative of the overall atmosphere. The practice operates at significant capacity, which seems to contribute to the reception staff appearing under considerable pressure, and this tension sometimes appears to be reflected in how they engage with patients. It would perhaps benefit the team to consider that individuals coming to a GP surgery are often in vulnerable circumstances and dealing with health worries, and might benefit from a more supportive approach rather than perceiving them as burdensome. That said, the clinical staff here are genuinely skilled and provide excellent care when appointments can be secured.
Mr B.