Honeypot Medical Centre
NN
N N. 6 months ago • From Google
Bad
I had a telephone appointment that I unfortunately missed because I forgot to keep my phone with me, which was my own oversight. I did receive a link to reschedule, but due to poor network connectivity, I decided to call the practice instead to rebook. When I spoke with the receptionist, they mentioned that the clinician had called me twice. I apologized and explained that I hadn't had my phone available at that time. When I asked if I could rebook an appointment, the receptionist responded in a rather sharp tone, questioning why I wasn't using the link that had been sent. I explained that since I had already called, I was hoping to arrange a new appointment directly, but the receptionist was unhappy about this and their manner came across as dismissive and unprofessional. As someone who also works in healthcare, I found this approach disappointing. I would encourage all reception staff to remember that patients are the reason their role exists, and to approach interactions with kindness and understanding, as people are often managing difficult circumstances in their personal lives.
Shriti S.