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Call for GP customer service 'to win hearts and minds'

By Steve Nowottny

GP practices must learn to provide service with a smile if they are to avoid losing patients to private sector competitors, a senior LMC leader warned last week.

Londonwide LMCs is to include advice on improving customer service in a series of education and training events planned next year.

Dr Michelle Drage, joint chief executive of Londonwide LMCs, said: ‘We'll be addressing things like what happens when you get to the front of house, what happens about the new complaints procedure and what happens about being able to be registered. It's no longer is in practices' interest to not register patients when it looks like there might be a private provider on the doorstep able to mop them up.'

‘It doesn't hurt to put a smile on your face. I think we need to win hearts and minds.'

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