AA

Abbas A. 7 months ago • From Google

Rating

Bad

Staff dismissive when helping with online booking process

I found the staff interaction to be quite disappointing. When I called to arrange an appointment for my unwell young child, I experienced a lengthy wait in a queue of multiple calls, which I understood was unavoidable. After approximately 40 minutes, a member of staff answered and asked about the reason for my call. I explained I needed to book an appointment for my child. They suggested I use the online booking system. I mentioned that while I normally book appointments online for myself, I was uncertain about the process for booking on behalf of my child and asked if they could assist me. Their response was to suggest that if I could manage online shopping, I should be able to navigate the appointment booking system. I raised a concern about whether this same response would be given to an elderly person who might struggle with online platforms. They indicated that elderly patients would receive help in such circumstances. This response felt inconsistent and left me feeling that the support offered varied depending on the individual. I found it somewhat contradictory that the practice emphasises a zero-tolerance approach to abuse towards staff during calls, yet the interaction I experienced felt dismissive and unhelpful. The overall experience has reinforced some of the concerns I've read in other feedback about the practice, and I was disappointed by the manner in which my request for assistance was handled.

Other reviews for Hollyns Health & Wellbeing - Clayton