"Extremely Rude and Impatient Receptionist"

I am not a patient at this practice, but after struggling to find a GP, I called today enquire if I could register, as instructed by the NHS GP Choices website. I had been in touch with several surgeries that days, all of which were perfectly helpful and pleasant, but unfortunately I do not fall into their 'catchment area', so was directed to alternative surgeries. After a 40 minute wait to get through to Wrekenton Medical Group, I was asked to 'google' whether or not I could register and then apply online, to which I informed the person of my wait on the phone and that I'd appreciate it if she could check for me. To her displeasure, which was immediately evident, she obliged and told me it would be a 28 day wait to process the forms. As I tried to explain why I needed to see someone as soon as possible and was that possible (I found a lump in my breast), I was immediately and very rudely interrupted and told 'I'm not a clinician, I can't help you'. The persons tone was very curt, unpleasant, unkind and completely unnecessary, as I had shown no signs of aggression towards them. Considering the time I'd waited for someone to answer, I would have at least expected a degree of understanding, but was impatiently rushed off the phone.

I find it particularly interesting that one of the first things mentioned on their pre-recorded message when you call, is that they are a zero tolerance surgery and will not tolerate aggression or abuse towards their staff by patients. As a suggestion, maybe if this practice trained their staff in how to treat people with respect, empathy and decency, they wouldn't have such a problem in this area. Busy or not, manners and consideration cost nothing.

I will not be registering with this practice and will be filing a more serious complaint with the practice manager and the local authority. I think it's about time patients were treated with respect, as well as staff, particularly those who are vulnerable and have genuine concerns about their health.

Shame on you Wrekenton Surgery.