Lea Vale Medical Practice
BN
Beatriz N. 3 years ago • From Google
Bad
I encountered a deeply unsatisfactory interaction at the reception today, where the staff member was incredibly discourteous. Upon arrival for my scheduled appointment, I was abruptly instructed to sit down without any attempt to gather my details. After waiting 40 minutes, I approached the counter seeking clarification, only to be informed that I had supposedly missed my appointment, despite arriving early. The receptionist, named Lisa, then began shouting at me and accusing me of dishonesty, despite having previously prevented me from providing my personal information. This was an exceptionally poor customer service experience. I am astounded that someone working with vulnerable individuals could display such unprofessional and aggressive behaviour without apparent consequence. Although I had never previously complained about this medical practice, the complete lack of respect shown by Lisa was unacceptable. I intend to pursue this matter formally by filing a complaint with the NHS regarding this staff member's conduct. Additionally, I witnessed the same receptionist verbally mistreating another patient, causing them to leave the reception visibly distressed and in tears. I strongly believe that GP Lea Vale or the management responsible for reception staff should critically review and reassess the personnel handling patient interactions, particularly given the sensitive nature of healthcare environments.
Deepak K.