Holland Park Surgery
AA
Anonymous A. 3 years ago • From Google
Bad
Oh my goodness, the negative reviews about Holland Park Surgery's receptionists are absolutely spot on! I previously raised concerns with the Practice Manager regarding unprofessional treatment of an elderly patient, and despite promises to address the issue, it's clear from reviews dating back four years that nothing has genuinely improved. It's particularly disheartening to see the practice owner dismissing these legitimate complaints instead of addressing the underlying problems. During my visit, the reception area was staffed by two individuals who demonstrated complete indifference. One male receptionist was intensely focused on another patient, displaying an unapproachable demeanor. The female receptionist appeared totally disengaged, seemingly uninterested in providing any assistance. When I arrived to collect a letter, I was completely ignored, with her staring blankly at her computer screen. Only after I made a phone call expressing my frustration did she suddenly become aware of my presence. Even then, she struggled to complete a simple task and required assistance from another staff member. The situation deteriorated further when an elderly patient, who had been waiting over an hour, politely inquired about seeing her doctor. The receptionist's response was dismissive and unhelpful. What followed was truly shocking. The male receptionist aggressively intervened, speaking to the elderly patient in an incredibly rude and condescending manner. The patient, visibly distressed and embarrassed, ultimately left without receiving any care or apology. The entire interaction was a disgraceful display of unprofessionalism. These receptionists demonstrated zero empathy, consideration, or basic customer service skills. If they are so fundamentally unsuited to patient-facing roles, they should seek alternative employment. The practice urgently needs to invest in staff training and implement a more compassionate hiring process. It's particularly disappointing that Dr. Ali, who is reportedly an excellent and empathetic physician, has allowed such unacceptable behavior to continue. This systematic failure of customer service is unacceptable in a medical environment where patients are often vulnerable and seeking support.
Alla S.