Heathfielde Medical Centre
DK
Denise K. 4 years ago • From Google
Bad
I genuinely would award this medical practice zero stars if possible, solely due to their reception staff's complete lack of customer service abilities. Attempting to contact them by phone involves endless waiting (even outside standard hours), and the receptionists display total indifference and extreme rudeness. Email communication is equally frustrating, with responses often lacking a sender's name. Basic customer service should involve simple courtesies like introducing oneself and signing correspondence. When I urgently needed my repeat prescription medication, I called to seek guidance. The receptionist was shockingly unprofessional, criticizing me for supposedly not submitting the request in advance, despite my having done so. When I highlighted my consistent medication procurement challenges, she dismissively told me to "stop being pessimistic" and that she wanted to end the conversation quickly. Her approach was utterly unacceptable. Particularly disturbing was her treatment of someone with anxiety, shouting and offering no constructive advice. She could have suggested obtaining an emergency pharmacy supply or shown basic empathy, but chose confrontation instead. Their subsequent email response was passive-aggressive, claiming they'd delivered "customer service" in a manner that was completely inappropriate for a healthcare setting. Predictably, my medication wasn't processed correctly. The prescription was sent to the wrong pharmacy late in the day, forcing the pharmacy to provide an emergency week-long supply. I've never experienced anything remotely resembling helpful service from this practice. My only reason for remaining is geographical limitation. The surgery's consistently low ratings on NHS and CQC websites further validate my experience. Their review responses demonstrate a complete lack of compassion. As a healthcare professional, I'm committed to addressing these systemic failures. Good customer service costs nothing but can significantly impact patient wellbeing. While I couldn't obtain the specific staff member's name, I was later informed the individual was a receptionist supervisor.
M A.