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Peverell Park Surgery
2016-11-18
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Written by a patient
Written by a patient 18th November 2016
University of Plymouth Well-Being Centre (4th Nov 2016)
I struggled to have an appointment and didn’t feel happy with service provided by two administrative assistants who were sitting at the desk in the first floor. the main reasons of this bad customer service were the following:
Firstly, they didn’t find me registered on the database, despite I already had an appointment last year, so I asked them to register again and was when they found me quickly on the database.
Secondly, they asked me why I wanted an appointment questioning if it was an emergency. I thought illness was a private detail and more when there were other students around.
Finally, I would like to complain about administrative assistants’ behaviour which was serious and impolite every moment, they looked like they didn’t want to work because they only tried to find solutions to problems (no registered on the database, no available appointments in this medical centre …) when I insisted. To sum up, they were not neither efficient nor had customer focus skills.
15th December 2016
Response from Peverell Park Surgery
We are very sorry that you are not satisfied with the service you received at our University branch. I believe the mix up on whether you were registered or not is because there are two seperate surgeries working from the University Medical Centre; as you can imagine we have a huge intake of over 2500 patients between Sept - Oct due to the new acedemic year and often the patient is not aware which surgery they are registered with. It often takes several minutes for the NHS computer system to recognise which provider you are with. Regarding the question on whether your appointment is a emergency or not is to allow us to get you to see the correct person. we have GP's Nurse Practitioners and Nurses at the UMC; all of whom are able to treat. We ask the urgency of your need to determine if you require an appointment that day or within a next 48 hrs. It is routine for the receptionist to ask a brief description of your problem and we encourage this to ensure you are seen by the correct person within the correct time. If your complaint is regarding a private matter we ask that you just say its personal. Should you wish to discuss any of the matters further, please do not hesitate to contact me Teresa Nation, Managing Partner on 01752 766644