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Brentfield Medical Centre
2021-05-27
Person
2
5
0
27th May 2021
I phoned at 11:05 today 27/05/2021 regarding the appointment for my 2nd dose of the vaccine, as it was more than 10 weeks since I had the first one. The lady receptionist who answered my call said she will send me the link to my phone. At 11:26 I rang again and told her I haven't receive the message yet and ask her if possible to send it through my email address, and ask her to double check my phone number just to make sure they got it right. Beforehand I already asked my friend to send me a text message, to make sure that I have no problem receiving text messages. So when I spoke to the same lady receptionist, and asked if possible to try sending text again and check again my numbers, she was quite arrogant and told me, she is not going to send me another text for the link which I never get anyway on the first place. I am not expecting this kind of attitude from this lady receptionist.
Suggested improvements
Teach and Train the receptionist to be polite and helpful with the patients.
8th June 2021
Response from Brentfield Medical Centre
We are sorry that you didn't feel our receptionist dealt with you in a polite and courteous manner. All our staff take part in regular customer service training and whilst they do a stressful job on the front line they are there to help and support patients. I will discuss your feedback at the next staff meeting and if you wish to contact the practice and let me know the mobile number you called from I will listen to the call so I can provide feedback to the member of staff. If you have any future problems please do not hesitate to email breccg.brentfieldmc@nhs.net and mark for the attention of Managing Partner and I will come straight back to you. Once again I am sorry that you have had a problem and am grateful for you bring this to our attendion.