Ripon Spa Surgery
EW
Emily W. 4 years ago • From Google
Average
The issue stems from interactions with a member of the reception team whose manner came across as dismissive and unhelpful. During conversations about scheduling and urgent care needs, there were instances of curt responses and what felt like being deprioritised. This occurred during a particularly difficult time when a family member was unwell, and the lack of support in arranging a timely appointment was frustrating. When an infection developed into a more serious respiratory condition, the difficulty in accessing prompt medical attention was concerning, as it may have had wider implications for the household. Fortunately, persistence in seeking urgent care led to being seen by a clinician who was attentive and supportive, and appropriate treatment was provided. However, the initial barrier created by reception staff was problematic. The reception team are often the first point of contact when calling a surgery, and it is crucial that they approach interactions with empathy and professionalism rather than appearing dismissive or condescending. The experience suggests there may be value in reviewing how reception staff are supported and trained to handle calls, particularly those involving urgent or sensitive circumstances. While clinical staff provided good care once access was achieved, the gatekeeping function at reception created unnecessary obstacles that could have been avoided with a more compassionate approach.
Rebecca J.