"How good your reception staff are"

About: Allied Health (Bass Coast Health)

(as a staff member posting for a patient/service user),

We had great dramas getting the needed referral for a physio appointment and the staff were exceptional in dealing pleasantly with the delay. The other incident I witnessed was a very unhappy patient who took offence at an apparent mix up of appointment time; the staff were both extremely patient and kind under very trying circumstances. I was so impressed by their understanding.

Responses

Response from Jan Child, CEO, Bass Coast Health

picture of Jan Child

Thank you for taking the time to tell us about your experience and our apologies for your delay. The receptionists are the front door to our service - they have the greatest ability to influence people's experience and it is often a place where service users are anxious. Our receptionists are very skilled at listening, and they have a big focus on kindness. They are often our forgotten stars so thank you so much for recognising their good work - we have passed your feedback onto them.

Kind Regards,

Jan

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