I feel it may be useful for others to know I had occasion to write a complaint (19 February 2021) concerning being turned away, which I felt was unfair, after trying to make an appointment for a shingles jab. I was on the premises of the practice at the time having just collected a prescription. I used the intercom system to contact the reception but was told that I must phone back. When I asked why as I was already speaking to reception, The receptionist told me she was not-near-a-computer. (Not near a computer?) According to the office manager, the phone doesn't stretch to the computer. Putting the phone down didn't seem to come to mind. Long story short their begrudged response was ... 'I can now advise you that we can only partially uphold your complaint. We have reached this decision because there were other options which we didn’t explore – such as asking you to wait while Sara logged onto a second computer or until a colleague could help her. I am sorry that we didn’t consider this' Personally, I feel that the attitude of the receptionist fell very short of helpfulness and was lazy, non NHS spirited and, as I have always found the team at Avisford very helpful, thought this must be a rogue person. However, saying this was considered rude by the office manager. If calling those out with words of lazy and non NHS spirited is rude, then we might as well give up altogether.

The GP’s and all clinical staff are compassionate, listen and extremely helpful. Such a shame the practice is let down by the disrespect and rudeness of the admin / reception staff - maybe they would benefit from extensive customer service training. Unfortunately they let the practice down considerably.
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