Church Lane Surgery
RJ
Rachel J. 7 years ago • From Google
Bad
I felt let down by the customer service experience at the practice today. The clinical care itself has been excellent and I have no complaints about that side of things. However, my interaction with the reception staff when trying to arrange something particular proved very frustrating. This was my third attempt to organise a specific blood test through the practice. I was informed that they were unable to assist because of the day the test needed to occur, and was essentially directed to seek help elsewhere as the practice does not offer blood tests on Saturdays. When I requested guidance on alternative arrangements, I received unhelpful and unclear responses, with staff indicating they did not have the information I needed. After spending thirty minutes of my own time during work hours contacting hospitals to gather the necessary information myself, I called back to book my appointment and to express how frustrated and upset I felt that an already stressful situation had been made considerably worse by what appeared to be a lack of understanding and willingness to assist. Arranging a blood test should be a straightforward matter. I was told the staff member I had spoken to was occupied at the front desk with other patients. I indicated I would have been willing to wait on hold or speak with someone else. However, I was advised that all staff were busy on calls and simply could not help. This left me having to contact two hospitals independently to find the information required. The reception team explained that it would be quicker for me to handle it myself than for them to do so, citing winter pressures and mentioning that the person I had spoken with was upset. I was considerably more upset myself. The call was so distressing that I became tearful, and there appeared to be no genuine attempt to find a solution, only a desire to end the conversation. There was a complete absence of empathy throughout. Having worked in customer-facing roles previously, I understand that someone at a desk can see a colleague is on the phone and would typically be willing to wait. A caller who is also a patient deserves equal priority to someone physically present. I would have gladly waited for a callback or held the line to resolve matters, but was told firmly and without warmth that sometimes assistance simply cannot be provided. This was a disappointing response when all I sought was some basic help in finding the best course of action, yet I encountered what felt like dismissiveness instead. While I recognise that busy periods occur and the NHS faces considerable pressure, this does not justify abandoning fundamental courtesy and professionalism. Those working in healthcare should possess the compassion necessary to support their patients.
Megan A.