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. David Clippingdale Practice Manager