Over 800 GP receptionists and admin staff from 90 practices in Yorkshire are being sent on customer care courses after a surge in complaints.
Patients grievances have included feedback about rudeness and lack of respect, raising the need for customer care training.
Dr Andy Withers, clinical chair of Bradford Districts CCG, said:
“GP receptionists are often the first point of contact for a patient so it’s vital they make a positive impression.”
“We’ve had a really good response from local practices to the offer of training and I’m confident that this will further improve staff’s customer service and communication skills.”
Training will include issues such as respect and dealing with anger. A previous study showed that GP receptionists’ reputation as grumpy and unhelpful is unfair because they have such a difficult job in prioritising patients with minimal time, information and training.
Providing good patient care is increasingly challenging for the cash-strapped NHS and as budgets are ever tighter, patient complaints about the reduced availability and quality of service are rising.
Private GPs London
Private GP company The Smart Clinics prioritises excellent patient care within the organisation and works hard to provide a good quality experience.
The Smart Clinics offers private GP and healthcare services with a team of doctors in South Kensington (Brompton Cross) and Wandsworth.
As a private company, The Smart Clinics puts patients’ needs first. Longer appointment times allow for a better quality consultation and the newly refitted clinics offer a pleasant and professional environment for patients attending the practices.
The Company offers a unique membership based private GP service with access to a friendly team of experienced GPs and health professionals, which entitles individuals, families and corporate members to unlimited GP access for a monthly fee.
Telephone: 020 7052 0070