Heatherbrook
242 Astill Lodge Road, Leicester, LE4 1EFContact details and opening times
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Reviews
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Review titled Very rude reception
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
Rude behavior receptionist, do not let other person talk. Tried to explain situation but could not let me talk, tried to book appointment for my daughter, without listening to me she started looking hub services or go to pharmacy. When asked about her name she said her name is hope.. And don't have full name. Ridiculous service and complete disaster service by this surgery. No manners at all! Don't believe this is where I put my and family health in their hands! They are worst service ever.
Visited May 2024
Review titled Heatherbrook
Replied on 15 May 2024
Dear valued patient, Thank you for bringing this concerning experience to our attention. I can only imagine how frustrating and upsetting it must have been to feel dismissed and disrespected by our staff. Please know that the behavior you described is unacceptable and does not align with the high standards of customer service we strive for at Heatherbrook Surgery. I understand you felt the receptionist was rude, did not listen to you, and cut you off before you could fully explain your situation. Our receptionists should always treat patients with the utmost respect and give them the opportunity to share their needs. That clearly did not happen in this case, and I apologise sincerely for that. The inadequate service and lack of professionalism you encountered is also very concerning. Patients deserve attentive, responsive, and courteous assistance when trying to make an appointment. Please be aware that the receptionist is not obligated to provide her full name, though I can understand how this refusal may come across as obstructive or unprofessional. I want to assure you that we take these issues extremely seriously. We will be addressing this matter internally to ensure our staff are properly trained in customer service and understand the importance of empathy, active listening, and transparency. Your satisfaction and positive experience are of the utmost importance to us. Please let me know if there is anything else I can do to make this right. I hope you will give us another opportunity to provide you with the high-quality care and service you deserve. Sincerely, Sarah, Patient Engagement Officer Patient Engagement Team Willows Health.