Chobham & West End Medical Practice
Written by a patient
9th September 2019
This has been my surgery for 10 years and I think the service by all clinician has been consistently good. I understand the system is stretched and don't think the wait for appointments is bad. Continuity of care has declined over the years - again for understandable reasons.
However, please take note of the following comment that is common to every poor review: the receptionist are ALWAYS uncaring, cold and rude. I know they are busy and have to be quick, but there are ways and means of talking to people. It cannot be everyone else's problem when the same comment appears again and again. I try my very best not to come to the GP, but would very much appreciate being treated with courtesy and warmth when I do. Please feedback to and train your receptionists better.
16th September 2019
Response from Chobham & West End Medical Practice
Thank you for your initial kind words. I’m sorry that you have found your recent experience with reception to be short of acceptable.
I have previously asked for more detail to be supplied to the reception managers from patients regarding incidents, as generalised comments do not help us. It is not all receptionists that ‘need training’, and in fact we receive numerous positive comments about individual receptionists and our staff are sent on customer care courses.
It is very difficult for us to identify staff that do not give due consideration to our customers. The staff in reception are usually too busy to listen in to each other’s conversations which makes it nigh impossible to identify the responsible person from a management perspective. Without sufficient evidence we cannot take disciplinary action.
All receptionists are obliged to wear a name badge and also to identify themselves when answering the telephone. It would help us immensely if patients would bring incidents to the reception manager’s notice, at the time, so that we can take action. Failing that I would ask that patients write to me giving details of any incident and naming the individual. This written evidence can then be used in any necessary disciplinary action.