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Chobham & West End Medical Practice
2018-01-04
Person
2
5
0
Written by a patient
Written by a patient 4th January 2018
The receptionist watched me struggle up the stairs into the surgery with my push chair and said nothing. I then later found out from the nurse that their was another entrance/exit with a ramp!
This was my first time to the surgery and when I entered I told the receptionist my name and who I was here to see, the response was "have you checked in", I didn't understand what she meant, she followed up by pointing to a machine on the wall, I had no idea what this was. It might have been nice for her to explain the process of the self checkin since this was my first time here.
I was waiting for a call from the nurse which was due on a Monday, I didn't receive the call until Wednesday but no one contact me to explain.
So my first two experiences with this surgery have been pretty poor. A total lack of customer service was evident.
8th January 2018
Response from Chobham & West End Medical Practice
I apologise to this patient for the obvious lack of customer service displayed by the receptionist. With regard to the receptionist not helping with the pushchair, the access from reception to the front door is not direct and therefore I'm sure had she gone to help, she would have arrived too late. There is also a large sign to the right of the main door which directs patients to the ramp access at the rear of the premises, but this in no way excuses the poor customer service displayed. I am unable to investigate the reasons for the delay in receipt of the telephone call from the Nurse, without further information, but apologise for any inconvenience caused. Hopefully the patient's next encounter with the practice will be a more enjoyable experience. David Clippingdale Practice Manager