Ali K.
1/5
Wow. My GP informed me id be receiving a call from the team some point in the week due to being in a very very low place. Due to being in the shower I missed it, however I called back within 15 minutes and apologised, informing them I'd missed a call. From the get go it sounded like the operator/receptionist hated her job, and me also due to being in her morning proximity I suppose. She immediately was snapping at everything I had said, when she asked my name I initially just said my first name so that I could wait for her confirmation to say surname incase she needed to type it etc, just being respectful, and instead I was treated with an aggravated sigh and a snappy tone "ill need your surname too". I had said nothing leading up to this to warrant such a tone, I briefly apologised for missing the original call then provided each detail she had asked for in a friendly and upbeat tone.
To my relief when I was put through to a very kind and clearly more compassionate member of staff, I was then treated with respect and with a professional and helpful tone and she provided all the information required.
I was referred to this team for a reason, and the way that first operator spoke to me made me shocked and disgusted that people that are at the lowest point in their lives are being spoken down to by someone clearly bitter with each phone call. If I did not have the heart that initial conversation could have deterred me from continuing further. Very disheartening and I was shocked to read reviews and find I was not the only one to have faced this attitude. How has this not been investigated? I really hope calls are recorded because there is a member of staff who clearly does not have the patience for helping the community.
