Church Lane Surgery
SK
Shakra K. 4 years ago • From Google
Bad
At the reception, the staff were incredibly discourteous. They initially refused my entry due to not wearing a mask, then after leaving me outside for 10 minutes, they eventually offered me one - causing me significant emotional distress. My swab test results came back inconclusive, and while hospital staff recommended I retake the test, my GP was unresponsive. The receptionist, Sudha, adamantly claimed it wasn't her responsibility to inform me about retesting. This led to a heated argument, which ultimately resulted in her practice manager apologizing for Sudha's unprofessional behavior and acknowledging their negligence in communication. The reception staff demonstrate clear ethnic bias. They are noticeably more helpful and accommodating to patients of Tamil or Sri Lankan backgrounds, conversing in their native language and providing exceptional service. However, when patients from different ethnic backgrounds are present, their customer service deteriorates dramatically. They become exceptionally rude, arrogant, and significantly less willing to assist. To improve this practice, management urgently needs to address and remove these biased, discriminatory reception staff!!!
Caroline C.