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Awful reception service!

Story from nhs.uk

"Awful reception service! "

About: The Willerby Surgery

Always worried to ring this place for appointments as the reception team, (or somebody in particular) makes you feel unvalued. ‘They’ are Unbelievably rude and nearly left me in tears the way i was spoken too. So so patronising and passive aggressive from reception. Awful behaviour when somebody is clearly ringing for an appointment as they are worried about themselves! this doesn’t make people feel any better. This definitely needs to be sorted out, you shouldn’t dread ringing your doctors because of how a lady in reception might speak to you.

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Responses

Response from The Willerby Surgery 12 months ago
The Willerby Surgery

Submitted on 20/04/2023 at 11:08
Published on nhs.uk on 21/04/2023 at 16:31

Thank you for bringing this to my attention and I am sorry you feel you were not treated with empathy and understanding by our reception team. We spend a great deal of time with the whole team training and improving our services, this is done through various training means , such as on-line and face to face.

We are constantly trying to manage the demand from patients by offering solutions to their problems, which may not always need to be dealt with by a GP. The reception staff have recently undergone Care Navigation training in order for us to help you get seen by the correct healthcare professional to deal with your needs.

We will discuss your concerns at our next staff meeting and hope you are satisfied with our service the next time you need to contact the practice.

I would welcome the opportunity to speak to you directly to discuss further.

Thank you

Jo McWilliam, Patient Services Manager

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