"Disappointing behaviour from receptionist "

Disappointed to have to write this, I would usually let this sort of behaviour go and put it down to poor on them.

However I felt strongly given the unhelpful, abrupt interaction and behaviour from a receptionist during a call. From the outset she displayed a tone in her voice, almost irritated. Throughout the call she spoke over me, interrupted me and to my astonishment at one point after I tried to explain I was worried and had called previously but to no avail - I had been number 29 in the queue and as I wasn’t calling from my phone I couldn’t press to confirm call back.

The rude receptionist Informed me she would go back to the day that I ‘claimed’ I had tried calling to check. Essentially implying I had lied.

This is nothing short of unacceptable. I was simply seeking an appointment for an elderly relative - who had been seen at the RBH ED. I even explained we had received a text from the surgery confirming they were aware of the ED visit and if we required anything further to contact for an appointment - side note, this process needs to be reviewed.

No kindness or helpfulness in her voice.

This receptionist has really let the practice down.

When I asked for her name and was honest that intended to feedback how I felt about her behaviour. The receptionist went on to abruptly tell me I had to write in if I wished to complain. Beggars belief.

There are many ways as a patient or relative we can feedback both positively or negatively.

I wonder if writing in would mean a complaint about behaviour may be intercepted.

I work for the NHS also, I know how tough it can be and also how we can be faced daily with frustrations and/or abuse. I always take this into consideration when on the ‘other side’ as a patient or relative myself.

Ending on a positive, In complete contrast I went on to speak the next day with the most amazing receptionist H.

This receptionist could not have been more helpful and kind. After asking what the appointment was for she advised me she would speak to a clinical member of the team and call me back. This is exactly what happened, she was kind and compassionate and was aware that clinically my relative needed to be seen. I felt completely different. This receptionist is a credit.

We were given an appointment for that day.