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Nicole Knowles
2024.02.25
The receptionist is unbelievably rude and unprofessional, I emailed them earlier in the week to explain we were commuting from
Blackpool to Hale for the appointment and we got there 20 minutes early after having a walk around the village. We went to check in and there was no one in the waiting room, we were told to come back in 15 minutes but I asked because we’d already been for a walk if we could just sit in the waiting area given it was empty to which he said no whilst looking at the screen and didn’t even look up at us. I felt really uncomfortable and went and waited outside in the cold. When going back in once I completed the form we went straight in and the sonography was lovely, she was absoutley amazing I would give her 5 stars! She explained everything in the scan and confirmed the gender. Afterwards I went to the desk to pay and the same man just ignored me whilst I was stood awkwardly waiting for him to acknowledge me to make the payment, he was clearly waiting for the sonographer to come back out before payment but why not just say that and I would have sat down! Just very rude.
Hello Nicole
thank you for the feedback, sorry you felt you had to give a 2* review despite saying the sonographer was lovely and you would rate her 5* - she is the business owner so by giving a low review it will impact and reflect on her and her business as opposed to any individual staff member.
However we take all such matters extremely seriously as every staff member should provide the same high standards of care and customer service.
We have watched the CCTV back and can see you arrived during the sonographer's lunch break and she doesn't have a separate room and was due to eat her lunch in the waiting room which is why you will have been asked to come back. When you asked if you could wait, the staff members looks at the screen and actually replies that yes you can - but you chose to leave. Perhaps you misheard his response?
As part of our process to look into this matter, when asked what he was looking at, he said it was to check the time and when the next appointment was due in knowing that it can be awkward when customers are waiting during lunch break. Technically the clinic was closed for lunch and this could have been explained to you better so you understood.
Following scan appointments, particularly with gender scans, very often customers have requested additional items such as confetti cannons or may still be waiting for the sonographer to bring out scan prints - there would not have been any deliberate intention to ignore you or leave you standing and we can only apologise if that was how you felt.
We are glad you did think the scan itself was amazing and hope you can reconsider your rating as it would directly and negatively affect Laura and her business.