Share review of Radnor Street Surgery

Radnor Street Surgery 2017-12-19 Person 2 5 0

Since joining last year I’ve always had a great experience with each DR and Nurse appointed, however regretfully it’s not been as positive with the reception staff. From my first conversation and throughout the year, some front of house staff have been very rude and abrupt in their call handling ability. I chose to raise this last week, and asked my calls to be listened to however was advised this isn’t possible by their manager. It now seems the staff have grouped together to explain that I’m rude and abusive. This is gravely untrue and is majorly why I’ve asked the calls to be pulled up as it’s the staff that speak so disrespectfully. I’m astonished! When discussing this with Sandra (manager), she was just as rude, abrupt, argumentative and threatening. When asking if the call was recorded, she then suddenly cited ‘Im away to record it now’ and pressed a record button while shouting down the phone. I chose to end the conversation and explained I’m now disconnecting the call because it was so bizarre the way she spoke down to me when I was nothing but calm, polite and professional when ‘attemtping’ to provide feedback on her staffs call communication style. My advice is although the DRs and nurses are Superb, the actual customer service front of house is to say the least, shocking. When you raise an issue it seems they bully you into a corner and make you out to be someone you are not. I’m peaceful by nature and my role is a complaint manager for a major bank. So I’d never be ‘rude nor argumentative’. I feel backed into a corner and I’ve asked to de listed with immediate effect. This isn’t just my opinion but others I know. I can also see my review correlates to a similar ‘staff attitude’ review within this thread. Clearly an issue but this isnt the GP to get involved with.