AA

Abida A. one year ago • From Google

Rating

Bad

Tracey's hostile reception turned my appointment nightmare

I experienced a deeply distressing encounter at the reception, primarily due to an employee named Tracey. After struggling to arrive at my appointment on time and sustaining an injury from rushing, I found myself waiting in a queue for 15 minutes. Despite only two people being ahead of me, Tracey stood by the printer, leisurely collecting pages while the line grew longer. When my turn finally came, she abruptly informed me I couldn't be seen because I was 15 minutes late, displaying a cold demeanor and avoiding eye contact. When I politely explained that I had been waiting in line the entire time, she dismissively claimed it wasn't her problem and that I should have anticipated queuing time. Her response was hostile, loud, and completely unwilling to listen. I insisted on seeing the practice manager, at which point Tracey disappeared for five minutes before returning to instruct me to sit down and wait. She then publicly shouted at me to move, causing embarrassment as other patients observed the interaction. I felt humiliated and moved to avoid further confrontation. After another 15 minutes with no manager appearing, I felt utterly disregarded and was in pain from my earlier injury. Surprisingly, I was eventually called for my appointment, and I immediately burst into tears upon entering. The health practitioner contacted the practice manager, Sharon, who revealed that Tracey had not even attempted to reach her during those five minutes and promised to address the situation. While Sharon's apology was appreciated, I felt Tracey should have personally apologized for her unprofessional treatment. I'm aware that others have experienced similar issues with her and another receptionist. This culture of rudeness and poor attitude at the reception absolutely must change.

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