"Very rude & incompetent "

In February 2024, My 22 years old daughter contacted Nelson Surgery to schedule an appointment with a GP as she had been feeling very unwell for ten days. I suspected pneumonia, as she had it multiple times before.

Upon our arrival, I went to the reception to check her in as she was too weak to do so herself. She sat down to rest, struggling to breathe. I greeted the receptionist and informed her that my daughter was there for her appointment. The receptionist responded rudely, asking me twice to speak more clearly. Despite my surprise, I simply reiterated my daughter's arrival and followed the directions given without further confrontation. The receptionist clearly heard what I was saying as she give us details where we need to go.

To our dismay, instead of a GP, we were seen by a consultant who dismissed my concerns about my daughter's history of pneumonia.

The consultant listened with a stethoscope and concluded that it is just a persistent cough. She mentioned that she did not hear anything unusual in the lungs.

She suggested that my daughter chew gum to produce more saliva for her severe cough, which we found completely inappropriate. Without any help we back home.

That evening, my daughter’s condition worsened, and we went to the hospital. There, a nurse immediately ordered a chest X-ray, which confirmed severe pneumonia.

I am deeply dissatisfied with the consultant's neglectful and inappropriate advice. This incident represents a serious failure in care, and I hope to receive a response to resolve this matter. I believe the consultant should be held accountable to prevent such occurrences in the future.

What is happening with the staff at Nelson Surgery? Why are they so rude and incompetent? Why is there so much anger among them? Where have the manners and kindness gone?

And please do not tell me that patients can also be rude. That is not an excuse.