The Castle Surgery

The Castle Surgery Feedback

1. Unhappy staff. Unhappy patients

   Virtually every inch of space on the glass windows dividing receptionist and staff from patients is filled with notices, making it almost impossible for someone waiting to know if their presence has been noted. This feels like a deliberate ploy. Staff appear to be actively avoiding eye contact with anyone on the ‘public’ side of the glass, not only when they are on the phone or computer, but also when they are passing through. My one piece of advice would be – ask the staff to make a point of making eye contact with anyone waiting, even if you can’t deal with them immediately. Acknowledge that you know they are there and that you will be with them as soon as you can. That’s all it takes. Because being studiously ignored for 15 minutes at a time when you are ill, in pain, anxious or simply in a hurry is what is going to make those WE DO NOT TOLERATE ABUSE notes a necessity. This is not a criticism of the staff per se, I recognise that they are working in extremely trying circumstances, but they are patently not happy and this is adversely affecting their ability to communicate. This is something that the practice manager should be addressing.

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