"GP Receptionist 'call handling' customer service "

I am writing to share my recent experience with highlighting both a concerning interaction and exceptional service that deserves recognition. Recently, I called the surgery to trace a document that had not been sent via message. I discovered that the document was sent to an old phone number, despite having updated my contact details in person 2-3 months prior. During the call, I repeatedly informed the staff member that my number had been updated months ago. However, she insisted that her system showed the old number and did not acknowledge that the number might have been updated. What was particularly upsetting was the staff member's demeanour. She made me feel as though I was mistaken about updating my contact information. Despite having had multiple consultation appointments for myself and my children over the phone, and having sent doctor's picture uploads using my current number, she failed to take accountability for the system error. Instead of listening and apologising for the inconvenience caused, she made me feel as if my concerns were invalid. This experience indicates a need for additional training for the staff member in question. It is crucial for all staff to handle such situations with empathy and professionalism, acknowledging potential system errors and making patients feel heard and respected. On a positive note, I want to extend my heartfelt thanks to 'this staff' who consistently provides exceptional customer service. She conducts herself with professionalism, integrity, and genuine care for patients. Her work ethic speaks volumes, and she is a true asset to your team. This review is long overdue recognition of her outstanding service to the public. Thank you a member of staff, you will know who you are, unfortunately, I wasn't able to leave your name and other staff members and doctors who take the time to listen and provide excellent care. I hope this feedback will be taken constructively to improve the overall patient experience at Strout’s place.