Gold Street, Saffron Walden, Essex, England, CB10 1EJ
It would be a huge improvement if the receptionist was more welcoming. Patients can feel anxious or distressed by their health worry and would be much comforted by a smiling face and some genuine human warmth with the first person they encounter at the surgery. Instead, they are met by an unsmiling, dead-fish expression and a “computer says no” approach to service. You’ve either got the wrong person or else your training and management are below standard. Come on Gold St, you are so good in other ways. This problem would cost nothing to fix and would be so very appreciated by your patients.
The receptionist staff have been wonderful the last few times I have contacted the surgery - they have really taken extra time to resolve some online appointment issues and kept me well updated along the way. Excellent customer service. I have always found both the nursing and GP staff to be very kind, efficient and knowledgable, with an excellent bedside manner.
Staff lost my wife's urine sample and so another was requested. How have they managed to lose a pot of wee? The second sample could then not be taken unless my wife remained at the surgery until they could test the sample, but couldn't tell her how long she would be waiting. We didn't have to wait at the surgery for the first sample to be tested, we were told to call for results, so can only assume that the staff must know their incompetence and couldn't trust themselves not to lose the second. I did call before leaving a review to discuss with the practice manager however they would prefer complaints in writing instead of a chat over the phone. Urine test was for a full-term pregnancy check requested by the mid-wife, the baby will probably be here by the time this surgery manages to get a sample checked.
Thank you Alison for once again making my annual blood test bearable. Having had many bad experiences, when my arm looked like a pin cushion and was black and blue for weeks, you always do it quickly and painlessly. People I talk to while sitting in the waiting room say the same and would not have anybody else do it. Great work Alison.