We received a call from this lady enquiring about a procedure and advised that we would call her with some appointment times once we had spoken to the doctor concerned later that day. The client advised that she required an appointment at the end of the month and would prefer a morning appointment if possible. The Doctor advised that there were no morning appointments available and could offer a 18.30 appointment on 28th April. I called the client and explained who I was. Her exact words were “I am going into a meeting, call me in the morning, and put the phone down.. The conversation was extremely brief and very abrupt. I called the client at the earliest opportunity the following morning at 11:15, to offer her the appointment. The client advised me that she was away until the end of the month and wanted an appointment early May. I told her that I had misunderstood and thought that she wanted an appointment at the end of the month. I said I would need to get back to the Doctor to find some alternative dates to suit. The client was then very rude and told me she asked for a call back before 11 o’clock. I explained to her it was me that she had spoken to briefly yesterday and that we agreed I’d call her in the morning, but no specific time was requested. Her response was ‘Goodbye’ and she put the phone down. We pride ourselves in our customer service, and am extremely disappointed that this client feels she has not had a good experience when contacting our Clinic. We have never had a poor review in 8 years and many of our clients come here because they find us so friendly and approachable. I honestly feel that we responded to her enquiry and tried to accommodate her needs as much as possible and it is a shame she feels this was not good enough. Should the client wish to accept our apology we would be more than happy to make suitable arrangements for a convenient appointment for treatment. If you would like to call and discuss this review in more detail, please feel free to contact me at the clinic on 01752 228107. Natalie
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