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Ryde Health And Well Being Centre
2017-03-22
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Written by a patient
Written by a patient 22nd March 2017
Was given incorrect info from app.
Thought I had 2 apps at some time, sent incorrect by privacy to long centre to complain and ask it on.
Receptionist said not trained enough - ring bell 2 months ringback on App day - explained again.
This receptionist didn't listen to what I said, asked if she could ask 1 practitioner if I could be 10 mins late so I can get to both.
Receptionist first said well that practitioners not here - then said I'll check with her - wrong practitioner - didn't listen to request. she passed me over to next receptionist - who was clearly under the impression I was a nuisance when I wasn't. I explained the mistakes made by first receptionist - 2nd receptionist responded with poor attitude and blameful tone. I apologized for waiting to sort out the issue and was met with more attitude and discontempt on arrival for appt. Sarcastic treatment continued.
5th April 2017
Response from Ryde Health And Well Being Centre
I apologise the patient felt the attitude of the reception staff was unacceptable. At Ryde Health and Wellbeing Centre we host many different services most of which only attend the centre once or twice a week to see their patients. Patients who visit the location for an appointment often make the assumption that all appointments are managed by the reception staff which is not the case. It is also possible the same patient will receive treatment from different clinicians on the same day to avoid them having to visit a second time. Patients who require information regarding their appointment or who wish to speak to the clinician treating them are advised to contact the respective service which in many cases will be other than at the Ryde Health and Wellbeing Centre . All the reception staff employed within the Clinic Co-ordinating Team have achieved Level 3 NVQ in Customer Service.