Share review of East Croydon Medical Centre

East Croydon Medical Centre 2015-10-16 Person 3 5 0

I have recently become unwell, this has resulted in several appointments to the surgery over recent weeks. At times a telephone appointment was sufficient with my Dr. I felt guilty having to call for appointments all the time. I did not want to be seen as a nuisance. Nurse Martha and Dr McCrea certainly never made me feel that way. They equally have been fantastic. They are both extremely kind, caring and professional. They have one of the most important skills required to be a health care professional- 'actively listening with empathy' On one occassion, Martha recognised that I was not well and needed an another review by Dr McCrea. She arranaged an appointment within an hour. Unfortunately I cannot say such positive things about the reception staff. I have spoken to two particular admin staff on numerous occasions on the phone. They intailly answer the phone with a friendly greeting but thats were it stops. I perceive them to be rude and unhelpful. I have always maintained to be polite to the reception staff despite their uncaring mannerisms. I absolutely appreciate and recognise the challenges that the reception staff are under. They are trying to satisfy the patients by giving them appointments but at the same time are under pressure from the GP's to not over book the surgery's. However, it does not mean that they should be rude to the service users. They are front line staff giving first impressions of the service. As we all know, first impressions are important and often hard to forget!!! Excellant communiction skills and friendly warm personality are the basic requirements/fundamentals for people dealing with the public.