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Excellent Practice

Story from nhs.uk

"Excellent Practice"

About: Feldon Lane Practice

I have only ever received excellent care from this Practice, all the Receptionists have always been very polite and helpful to the best of there ability, as I understand that they to have policies to follow and I personally would not want there job as it is to difficult to please every one, So well done to all you wonderful receptionists. :)

The Dr's have always listened attentively, been empathetic and shown me respect when visiting them at the surgery or when speaking to me on the telephone, they have always given me the level of care that I expect.

Overall I feel that Dr's surgeries in general are getting a lot of back lash from patients for not giving in to patients demands and when it doesn't go there way, they resort to leaving a negative review (Unfair) if only more people left good reviews when receiving a good service but it unfortunately seems that people only jump to leaving reviews when they feel that they have received a negative experience which I feel is wrong.

I have witnessed personally the reception staff being verbally abused, Insulted or just being spoken to in such a rude manner, I feel that this is not acceptable, no matter what there reasons may be.

Overall I find all of the staff at Feldon Lane & at Hawne Lane Surgeries all amazing, your all doing a fab job so Thankyou. :)

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Responses

Response from Feldon Lane Practice last month
Feldon Lane Practice

Submitted on 21/03/2024 at 12:06
Published on nhs.uk at 12:07

Dear Patient

Thank you so much for taking the time to share your positive experience with us. We're thrilled to hear that you've consistently received excellent care from our practice and that our receptionists have been polite and helpful to the best of their ability. We truly appreciate your understanding of the challenges they face and your recognition of their hard work.

It's heartening to know that you've found our doctors attentive, empathetic, and respectful during your visits and phone conversations. Providing the level of care our patients expect is our top priority, and we're glad to hear that we've met your expectations.

Your insight into the challenges faced by doctor's surgeries resonates with us. We understand that not every request can be met due to various reasons, and unfortunately, this sometimes leads to negative reviews. We wholeheartedly agree that positive experiences should also be shared, and we're grateful that you've chosen to do so.

It's disheartening to hear about instances of verbal abuse or rudeness towards our staff. We strive to create a welcoming and respectful environment for everyone, and such behaviour is not acceptable under any circumstances. We're thankful for your support and encouragement for our entire team.

Once again, thank you for your kind words and for recognising the efforts of our staff at Feldon Lane and Hawne Lane Surgeries. We're committed to providing exceptional care to all our patients, and your feedback means a lot to us and will be passed on to all staff.

Kind regards,

Louise Birkett - Practice Manager

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