Hollyhurst Medical Centre

Reception staff were dismissive over the phone

During my visits, I found that one of the reception staff members displayed a lack of warmth and understanding. I became aware that this staff member referred to my healthcare provider by their first name, which led me to do the same in subsequent interactions. When I inadvertently used the first name during phone calls with this particular receptionist, they would correct me and insist on the professional title. While I understand the importance of formality, this staff member repeated this correction multiple times, which made me feel uncomfortable. I apologised and explained that I was simply using the name I had learned, but the receptionist seemed to make a significant issue of it. This felt disproportionate given that my health concerns should have been the priority, and I found their behaviour to be unnecessarily critical over what seemed like a minor matter. I felt their approach reflected negatively on the practice's customer service standards. Additionally, I believe the waiting area could benefit from some improvements. The space currently feels quite austere with its plain décor and silence. Adding some colour, perhaps through furnishings or artwork, and introducing background music might create a more welcoming and less clinical atmosphere. The current environment, dominated by health-related posters and neutral tones, feels rather uninviting during what can already be an anxious time. These changes could significantly enhance the patient experience.