Broad Lane Surgery 2021-04-29 Person 4 5 0

As always when it comes to a surgery, what lets it down is the front of house team. I appreciate that due to NHS constraints working on the front line of the doctors surgery carries an element of pressure but it always seems to be ordeal to get through to the doctors themselves. Doctor Rashid is fantastic, caring and clearly knows her stuff. But what lets the experience down and why I am always reluctant to make appointments is either calling after 8.40am (lines open at 8.30am) and being told by an automated machine that the call can't be answered or on the occasions after being number 8 in the queue, getting through and being told at 9am all appointments are booked! I was in serious crisis that day and had to beg them to arrange a telephone call having had the doctor advise me to get in touch to arrange one. Another time the receptionist wouldn't let me finish my sentence before asking for DOB. Somewhat offputting when you are explaining something prviate. I know this information is required to get my details on screen but please consider the mental state of those calling and just generally as a courtesy, let them finish what they want to say. It seems that the basic customer care is lost when they're under pressure.

Customer care element from the front of house, taking the time to really listen and be empathetic. If we're going to be on hold for ten to fifteen minutes anyway what's the harm in taking five minutes to listen to what it is we need.