YT

Yoka T. 3 years ago • From Google

Rating

Bad

Rude staff ruins medical practice experience

I attempted to book an appointment this morning after trying since yesterday, only to find all slots were taken - a recurring issue. The staff member who answered my call was shockingly discourteous, unprofessional, and hostile. She constantly interrupted me, raising her voice as if we were in a heated argument. I had to plead for her to let me speak, but instead, she abruptly ended the call. Waiting 24 minutes and 44 seconds just to be treated so aggressively was unbelievable. When I called back, another staff member listened to my complaint. The previous employee claimed I was the one interrupting, which was entirely false. This new staff member was equally unhelpful, merely suggesting I visit in person or call again tomorrow, refusing to address my fit note inquiry before hanging up. What's particularly infuriating is their supposed "zero tolerance" policy for rudeness towards staff, yet their employees can treat customers appallingly without consequences. The management desperately needs to invest in customer service training, teaching staff about professional communication, active listening, and maintaining composure under pressure. Employees should understand that personal stress isn't an excuse for poor treatment of customers. If they can't perform professionally, they should take time off rather than creating negative experiences. Fortunately, Marilyn restored my faith - she was incredibly helpful and supportive. She assisted me with my fit note and medication request, demonstrating the standard of service this practice should consistently maintain. Management must address these significant staff behavior issues and ensure all employees interact with customers professionally and respectfully.

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