LR

Lisa R. one year ago • From Google

Rating

Bad

Unhelpful reception staff ruins medical practice experience

I've been a patient at this practice for years and want to start by saying most staff are wonderful and supportive. However, after my recent phone call, I'm concerned about Janet at reception, who seemed particularly unhelpful. Her customer service was shockingly poor. I was seeking advice for my son's earache and hoped for some guidance, even though it was late in the day. Instead, Janet was dismissive and abrupt. When I asked for help managing my son's pain overnight, she curtly told me to keep him home from school and call back at 8am, offering zero additional support or compassion. Her response of "if there was advice, I would have suggested it" was incredibly frustrating and unprofessional. I know from my own NHS experience that this level of customer interaction is unacceptable. While I understand everyone has challenging days, her approach was unnecessarily harsh. I'm choosing to be understanding and hope Janet can reflect and improve her approach. My wish for her is to rest over Christmas and return in the new year with more empathy and kindness towards patients who are seeking help during stressful moments.

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