Bethnal Green Health Centre 2020-01-31 Person 2 5 0

The doctors here have always been great. Been a patient for 25+ years. But the problem has always been the reception staff. I don’t know why they seem to be so uncaring and uninterested. I have witnessed over the years so many occasions when some of them are actually rude rather than bother to sort out problems in a polite or calm way. I always wait to be seen by my doctor which is not a problem as he gives so much attention to all his patients but massive problems from reception staff if I were to be but a few minutes late. Stuck in traffic on a bus once coming from work stressing as I knew I was going to be at least 10 minutes rang so did the obvious thing and rang to explain my situation. Their response was so unhelpful and judgmental that I ended up in tears. This was the first of many times over the years when I was so exasperated by the lack of care and barest minimum standards of customer service that I cried. I understand they are the gate keepers for the doctors but why must they treat people with such disdain when quite often we are in a vulnerable position? Again must repeat the doctors excel especially Dr Marco who has been the difference between sink and swim for me during a recent serious health issue. The reception staff need some sort of training in dealing with us, and I do hope they recognise that they can cause harm and need to adjust their behaviour. The minimum surely is a smile and that might make all the difference to us which might improve their own job satisfaction. Here’s hoping.