HS

H S. 2 years ago • From Google

Rating

Bad

Reception staff were dismissive and disrespectful

I was very disappointed by what I perceived as discourteous behaviour from the reception staff and to some extent from a clinician at the practice. This was not an isolated incident, as I have previously felt that the reception team's approach has been inconsistent, with some patients appearing to receive different treatment than others. I was not running behind schedule, yet when I explained my situation, I felt the response lacked understanding and came across as argumentative and dismissive, delivered in a tone that felt patronising. As someone working within the NHS myself, I believe the conduct and demeanour displayed by both the reception staff and the clinician fell short of the standards and values expected within NHS practice and professional guidelines. I would encourage the CQC to conduct a comprehensive assessment of this practice and to give proper weight to patient feedback when doing so. The one positive aspect of my experience has been the professionalism and compassion shown by another clinician at the surgery, whose approach is the main reason I have continued attending this practice.

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