115 Molesey Park Road, East Molesey, Surrey, England, KT8 0JX
I would like to complain about the service I received today. Upon arriving for my 3.10pm appointment with xxxx I was informed by the lady on reception that my appointment would not be going ahead as xxxx's "mum has died" and (quite understandably would not be at work). She then bluntly informed me that I had been called at 10.20 that morning, without apologising or making eye contact, and effectively implied that because I hadn't answered my phone I was at fault. I think that some basic customer service training is needed. In my job I frequently need to cancel appointments/interviews and would suggest the following: - if nobody picks up when you call them then try and call them again. - if that doesn't work then send a text or leave a voicemail message. I know that you can send texts because I receive them regularly about newsletters etc. Simply calling somebody once and then waiting for them to turn up needlessly at your surgery is not acceptable. I should not have to tell you that (while I am a healthy 25yo) you will have many vulnerable members of society on your books who may not be quick enough to get to the phone if rung just once, technically competent enough to view their missed calls, or confident enough to call back a number they don't recognise. It's pretty shoddy work and inconvenienced me greatly as I took a day off work to attend. As a side note - I also consider it quite disrespectful to xxxx to be informing random patients of the nature of her absence. It's most unprofessional, breaches her privacy, and I assume that she wasn't consulted about it? I am moving out of the area and, after this appointment, will be looking to transfer to a different surgery. It saddens me that having been a Glenlyn member for over 20 years I have now been left with a poor final impression like this. I will be leaving you negative reviews on 'NHS choices' and any other review sites that I can find and would appreciate assurance that your admin/reception staff have been spoken to and you will improve your procedures, for the benefit of your other patients.
I have always had good and helpful service from the receptionists. And I sympathise with them when they are confronted by what can only be described as bullying and aggressive patients. One tiny point which might help a little: when the receptionists are busy doing something other than sitting at the reception desk, it might help if they made eye contact with the next waiting patient and say something like "I will be with you as soon as I have finished this important task". There is a danger that a patient can feel invisible even when they are standing at the front of the queue. That said, "you can't please some of the people any of the time".
In the past I have had very good service here, but it has gone drastically downhill recently. I am lucky enough not to need the surgery very often and it seems I have been lucky in getting appointments compared to others, but if you want an appointment you need to book it a month ahead. When you do see a doctor, I find the service is good, although I was surprised to be given quite extensive intervention for what I thought was a minor ailment. Perhaps this was to put me off but maybe this is part of the problem, work creation by doctors? I don't know but I'm just crossing my fingers something is being done to get more doctors or more appointments because it is complement out of hand.
I phoned in to enquire about a test that was done. I was the first in the queue. I waited for 15 minutes and gave up. The surgery was either too busy or the receptionist too lazy to pick up the phone.
Thank you for taking the time to let us know of your experience. We apologise if our service did not meet your expectations, and appreciate you taking the time to share your concerns. We appreciate your feedback and your comments will be used as part of our staff training, in order to improve the level of care we provide.