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Very rude receptionist

Story from nhs.uk

"Very rude receptionist "

About: The Weaver Vale Surgery

I rang the doctors this morning to be met by quite a rude receptionist I had explained to her that I have to go to work regardless of the pain I’m in in as we don’t get to have the luxuries of being able to be ill as this would result in a non pay day off or we have to work for free to get time off or we have the option of having to ring up at 6.00am to gain permission to have the day off (non pay day) but how would I know if I had to book the day off if I have to ring up at 8.00 for an appointment at the doctors I can’t mind read what time my appointment is going to be. She then rudely replied with “o so you can go work work but can’t come to the doctors appointment” followed by a rude huff. Unfortunately I have to wait for my daughter to come out of work on her break to help me get dressed and function as the mornings are the worst for me to get motivated with the pain in my legs she then has to rush back to work again after that comment the conversation was very one sided of the receptionist carrying on to them tell me my appointment will be at 11.30am to then have the phone slammed down on me. How does this lady know my financial situation at home where I can only afford a taxi to and from work and not to the doctors then home then to work then another taxi back home this lady doesn’t know how my anxiety is going to places as I’ve work at my job for 12yrs and only visit the doctor a hand full of times with different people visiting the doctors as I know everyone at work. Very unprofessional at its finest. Of all the years from when I was born weaver vale have been the best doctors around but by the looks of it the standards have declined over the years with the way it is being run. I’ve never had a problem with nobody in the doctors like I did this morning after all the years of me being with weaver vale.

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Responses

Response from The Weaver Vale Surgery 12 months ago
The Weaver Vale Surgery

Submitted on 11/07/2024 at 14:56
Published on nhs.uk at 14:56

Dear Patient

Thank you for your anonymous review.

Firstly, I would like to apologise if you feel the service you have received has not been of our usual high standard. I have noted your comments and would have liked the opportunity to investigate these properly, had you contacted me or the practice directly. However, as your response is anonymous, I am not able to listen to the recorded telephone calls to comment on whether the receptionist was rude or indeed slammed the phone down on you. Had you contacted me directly, I would be able to pull up the telephone call and play it back. This would have provided an opportunity to put any additional training requirements in place had this proved to be the case.

I can however comment on the process for requesting an urgent same day GP appointment. Where we can, we will always accommodate our patients with a same day appointment for a medical urgency. The criteria for a same day urgent GP appointment is based on clinical/medical need. You state you needed an urgent GP appointment and was offered one at 11:30am. You then stated you could not attend this as you were in work. There would be an expectation that if you require urgent medical attention, that you attend the GP appointment rather than requesting a later appointment due to work commitments. If work are not happy to let you attend a GP appointment during work hours, perhaps you could consider prebooking an appointment on a day/time when you are not in work.

I would like to reassure you that the patient’s welfare is always our primary concern. If you would like to discuss your concerns further, please contact me.

Linda Donegan

Practice Manager

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