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Written by a patient
21st August 2018


Shocking service in there! Receptionist think they are doctors, made me wait 2 weeks for a telephone appointment to arrange a blood test and then they ring me and tell me they can't offer me a blood test for 5 weeks away! Bloody ridiculous! DR Carty and Emma the diabetes nurse are the only good things about that place, they are both brilliant. Shame the rest of the customer service bring it down massively! Rude and unhelpful receptionist.

4th September 2018
Response from Chobham & West End Medical Practice

I can assure the author of this post that the receptionists do not think they are Doctors! They are fully aware of the limitations of their role. If a GP does not have a telephone appointment free for 2 weeks then that is all the receptionists can offer. we would all dearly like to have capacity for every eventuality, but unfortunately the GPs are human and can only work so many hours in one day. With regard to the blood test - The hospitals remain the main provider of this service , although they will try and dump the work on us by telling patients to get it taken at their practice. This service is not part of our core contract, but we have offered it in the past due to our geographic location and distance from the hospitals. Patients can still use the hospital service though. In the last month we have said goodbye to 2 of our phlebotomists, we had recruited a replacement who was due to start last week but 2 days prior to starting she reneged on her contract. We are now advertising for another replacement. Our 1 remaining phlebotomist is now working 4 extra shifts a week to help out. I apologise if the receptionists’ attitude seems rude and unhelpful. There is a continual stream of callers into both receptions and they need to be efficient in fielding these calls so that callers are not left hanging on the line. Unfortunately this efficiency can sometimes be mistaken for rudeness as can a negative response with regard to appointment availability. All our Receptionists are obliged to give their name when answering the telephone, so if you do feel a receptionist has spoken to you in a rude manner then please let our Reception managers know as soon as possible. David Clippingdale Practice Manager

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