Hammersmith Surgery
LC
Lizzie C. 5 years ago • From Google
Poor
The medical professional I consulted and the nurse who conducted my blood tests were adequate and pleasant. However, the reception staff are utterly devoid of charm. They consistently display an abrupt and somewhat discourteous demeanor. (I'm genuinely anxious about making phone calls or following up on anything due to their harsh approach. Even when scheduling routine procedures they've requested, I feel like an inconvenience.) Should I commit even a minor error, such as incorrectly completing a form, they intensify my discomfort. During a recent sample drop-off, the receptionist compelled me to place my sample on the floor and then pushed it across with her foot. The experience felt deeply dehumanizing. While I understand COVID protocols, she could have carefully accepted the wrapped sample and subsequently sanitized her hands. The situation was remarkably strange. The issue isn't solely about the rules, but predominantly about the manner of communication. A simple, compassionate explanation would have made the interaction acceptable. Fundamentally, there's a complete absence of customer service skills.
M P.