We would like to update our patients on a few changes that are happening at reception.
We have sadly said goodbye to a few of our long standing receptionists. In the last year there has been a noticeable increase in the verbal abuse that has been levelled at our reception team. Unfortunately from time to time circumstances beyond our control may mean it is necessary to either cancel appointments at short notice, spend additional time with patients resulting in a delay, or may mean we are unable to provide appointments as quickly as patients would prefer. We sincerely apologise for the inconvenience situations such as these cause, however any rude or abusive behaviour towards any staff members at any time is not acceptable; this makes their job incredibly difficult, causes huge stress to the staff and has now resulted in gaps in our workforce. This only contributes to longer waits on the phonelines.
We have a zero tolerance policy towards rude and abusive behaviour and anyone in breach of this policy will be notified and in some situations removed from our practice list and will need to register elsewhere.
We welcome a number of new receptionists who are new to healthcare and very much still learning the job. Please be understanding with them as they learn their role, and be reassured that they will do their best to accommodate your needs. Please be patient and tolerant if there are any minor errors which occur in our reception processes – be reassured that we will all be doing the very best we can.
The Affinity Care Team