LR

Liv R. 9 years ago • From Google

Rating

Bad

Reception staff were dismissive and unhelpful

Some members of the reception team, particularly one of the longer-serving staff members, can come across as quite abrupt when interacting with patients. There have been instances where the approach felt dismissive regarding whether a visit to the doctor was necessary, despite the clinician subsequently providing treatment and requesting a follow-up appointment. The manner of communication lacks warmth and could benefit from additional training in patient-facing skills. The telephone interactions in particular can be discouraging and make patients reluctant to book appointments. There appears to be a notable difference in demeanor when staff are in front of clinical staff, where the behaviour becomes considerably more pleasant. It seems the clinical team may not be fully aware of how the patient experience differs during reception interactions.

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