Hebburn Health Centre 2016-04-30 Person 3 5 0

I suggest that the surgery could adopt a better customer service model for Receptionists with a more relaxed approach of "How can I help you" and ending with "Is there anything else I can help you with?" which could be written into the current staff training programme. There are other communication techniques which could be adopted to enhance training in addition to the above example. The additional "Is there anything else I can help you with?" conveys empathy and allows patients with slower mental capacity more thinking time. I suggest that the current communication route of Receptionist, Triage, Nurse, Doctor may not work for some patients and that the patient could be given the option of speaking to a doctor by the receptionist at the first inquiry. I think the patient should be told from the onset that some medical conditions are to be treated initially by the patient with over the counter medications and that this is GP policy if this applies. My positive experience of this practice is that they make every effort to get things working right and I hope that they consider the options I have suggested.