Medicross Walmer, Gqeberha

Excellent doctors let down by severe administrative incompetence

It is regrettable that doctors with such good reputations at this practice are being undermined by the front-desk staff. While the medical care is high quality, the administrative process is an obstacle course that patients should not have to navigate.

My experience with the reception team has been consistently unprofessional, ranging from calls being terminated mid-conversation to a complete lack of empathy. However, the most concerning issue is their inability to manage basic bookings accurately.

Recently, I called to book a consultation for a sensitive medical matter that required a specific appointment type. The receptionist failed to book the correct slot. It was only because I double-checked via the online system that I realized the error. I had to create a new booking online myself to ensure I would actually be seen for the correct issue.

Ironically, the receptionist later called me to 'correct' the time of my online booking, confirming that the original telephone booking was completely mishandled. Patients seeking help for serious health concerns should not have to audit the receptionist’s work to ensure they get the care they need.

To Management: Your reception staff are the first point of contact for vulnerable people. The current level of apathy and inaccuracy is a liability to your practice. I strongly suggest future patients bypass the front desk entirely and book online to avoid these errors.