12/06/2026
💙 A word about kindness — and how to raise concerns properly
The vast majority of our patients are unfailingly kind, patient and understanding, and we count ourselves lucky for it. This post isn't for you — but please do read on, because the message matters.
Over the last few weeks we've noticed a small but growing number of patients taking their frustrations out on our reception team. Not outright rudeness, but a sharpness, an impatience, a tone that leaves staff feeling worn down by the end of a shift.
We completely understand that frustrations are real. Waiting on the phone is frustrating. A slow system is frustrating. Not getting the appointment you wanted is frustrating. Those frustrations are legitimate — and we'd never ask anyone to pretend otherwise.
But our reception team didn't choose the clinical system, didn't design the appointment rules, and aren't responsible for the issues we've been working through. They're the people doing their level best to help you, often while juggling several other things at once.
They deserve to be spoken to with courtesy — the same courtesy you'd want if the roles were reversed.
If you're unhappy, please do tell us — properly.
We genuinely want to hear when something hasn't gone well. It's how we improve. The right way to raise a concern or complaint is:
📧 Email us at [email protected]
💻 Complete the form at https://www.broadbaypractice.co.uk/about-us/have-your-say/
✉️ Write to us, or ask at reception for our complaints process
🗣️ Ask to speak to the Practice Manager
A written concern gets looked at properly, gets a proper response, and helps us actually fix things. A sharp word at the reception desk does none of those things — it just lands on someone who was trying to help you.
To everyone who has continued to be kind through a difficult few weeks — thank you, sincerely. It does not go unnoticed, and on the hard days it's what keeps the team going. 💙
