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Care Opinion

Lack of compassion and empathy

Posted By Clairer12

"Lack of compassion and empathy"

About: General practices in Lanarkshire

(as a service user),

Receptionist at GP practice.

They need to learn how to be compassionate and empathetic towards patients calling in. Some patients are vulnerable and scared and waiting on news that can change their life.

I called in looking for an appointment to see a GP for my young daughter. I had been treating her at home for over a week as  I know NHS is under great deal of pressure.

I've waited on phone from 08:30-09:45 to then be told that the practice have no appointments left for today. The receptionist did not even listen to my story or appear to care about what I had to say. They were ready to say call back tomorrow.

I work in the health service and find this behaviour in a care environment  unacceptable, no matter how much pressure they are under.

A person triaging calls and booking appointment is the first person to speak to vulnerable and frail patients.

I have decided to post this here as this behaviour shouldn't be tolerated. Manners cost nothing and empathy and compassion should be in the job role.

I hope you read this and reflect on your practice and make changes that are clearly needed.

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Responses

Response from Karen Jamieson, Patient Safety Co-Ordinator, Quality Improvement Team, NHS Lanarkshire 16 months ago
Karen Jamieson
Patient Safety Co-Ordinator, Quality Improvement Team,
NHS Lanarkshire

Submitted on 23/12/2022 at 15:17
Published on Care Opinion at 15:17

Dear Clairer12

Thank you for sharing your story on Care Opinion.

I am sorry to hear of your experience and lack of compassion you received. We always want to make things better for patients and all feedback is taken seriously, and will be shared with the primary care teams.

GP’s are independent contractors and are responsible for investigating and responding to any concerns a person may have about the service, and are not registered to respond directly to feedback through Care Opinion. Can I please invite you to contact the Practice Manager if you would like a direct response about the service or you can also contact Primary Care Patient Affairs, I have included their contact details.

PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk Tel no. 01698 752800 Option 2

Kind regards, Karen

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