"A lack of professionalism and empathy"

Recently, my mum attended an appointment for a vaccination. She called me while in the clinic extremely upset at the way a health care professional had spoken to her. The individual accused my mother of attending appointment early, despite another member of the team confirming my mum had indeed attended at the time on their system. I was the one who had called the helpline to rearrange the appointment. 

During the call to myself in her upset state, I could hear this same health care professional talking to my mother, not allowing her to continue telephone conversation. My mother has a bilateral hearing impairment, hence struggles with background noise. 

I am extremely upset and disappointed at the lack of professionalism and empathy shown to my mother. Also, concerned for the impact this may have on uptake of vaccinations if other individuals have been treated in the same manner.