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Billingshurst Surgery
2024-03-22
Person
3
5
0
22nd March 2024
The GPs and Nurses are truly fantastic, when you get to see them. I can not fault them they are caring and compassionate.
Your reception staff need to be more empathic, compassionate and sound like they want to help and signpost patients to the most appropriate care. It feels like they are programed to say NO, and if you want an appointment ypu must submit an e-consult. Unless you have the advantage of knowing what services are available, you are never offered alternative support, for example MSK.
You are questioned at the front desk as to whether you really do need what you have requested. Another classic example, a immunocopromised patient must have there pneumo vax every 5 yrs, your Receptionists insisted it was a 1 time only injection.
Its time for Receptionists to be updated with their training.
Suggested improvements
Please refresh your receptionist tranin. I'm sure they are decent people but unfortunately that does not portray in the mannerisms when dealing with patients, who can often be distressed, and upset with health worries for themselves or loved ones.