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Rude receptionist, useless GP

Story from nhs.uk

"Rude receptionist, useless GP"

About: Denham Medical Centre

The lack of compassion and professionalism is absolutely disgusting from the receptionist. The receptionist was shouting down the phone and did not want to help. The receptionist then hang the phone up.

The GP is always busy and never can get an appointment, needed a virtual appointment for my mother as she was hospitalised while in Newcastle and needed a prescription sent and they did not have a duty of care and a complete lack of putting the patients best interest first. I really hope the receptionist job is looked at and she is assessed with her behaviour.

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Responses

Response from Denham Medical Centre last month
Denham Medical Centre

Submitted on 09/04/2024 at 14:22
Published on nhs.uk at 14:22

Dear Anonymous, thank you for your feedback and we're sorry for your experience, however because of the information you provided we were able to look into this for you. You spoke to multiple receptionists trying to get an appointment for medication that was issued by the hospital which is something we can't do without a discharge letter. The receptionist you mention then went above and beyond her duty by ringing your mum to try and get some clarification on what medication she needed. Your mum offered to contact the hospital to try and get the letter with the information and the receptionist then put your mums best interests first by arranging a telephone call with the GP to see if she could help, so duty of care was given. Going forward if you have any issues we have a dedicated Reception Manager and a Complaints lead that you can ask to speak with.

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