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A Clinic Is Only as Kind as Its Front Desk

This review is for the doctor as much
as it is for the clinic.

My elderly mum arrived slightly late, and what should have been a simple, human conversation about your policy turned into an unnecessarily cold and dismissive interaction at reception. It wasn’t the rule that hurt; it was the complete lack of care in how it was delivered.

Women’s health research is very clear.

The front desk is often the deciding factor in whether a woman returns for follow-up care. Unkind or unhelpful interactions lead to delays in diagnosis and delayed treatment. That isn’t theory; it’s documented reality.

After what I witnessed, I understand how easily women slip through the cracks.

What shocked me more than the interaction itself was knowing that nobody stepped in, nobody corrected it, and nobody ensured my mum felt supported enough to return. That tells me this isn’t an isolated behaviour: it’s a standard that has been allowed to set in.

Doctor, if you’re reading this: the way your reception team speaks to patients reflects directly on you. Your policies aren’t the issue. Your systems aren’t the issue.

Your tolerance of unkind behaviour is the issue.

Elderly women deserve better than a front desk that treats them like an inconvenience.

If you want your patients to trust you, the change has to start at the first point of contact and it starts with you setting the standard.

Right now, that standard is nowhere to be seen.