Glenlyn Medical Centre 2017-02-07 Person 0 5 0

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.