"Unhelpful and dismissive receptionist on a power…"

I have called this GP practice twice in the past month for an appointment.

First, there's the panic and anxiety of the '8 am scramble'. When you get through, you are asked, "Is it urgent?" Well, no, if it were urgent, then I would be at A&E, wouldn't I? What a pointless question to ask.

Next, you are asked to give details of your condition. In this particular case, I was enquiring about my young son, whose condition was not sensitive. However, if it was sensitive, then I would find this kind of questioning highly inappropriate from a non-clinical member of staff.

The receptionist was dismissive and unconvinced that he needed an appointment and tried to push me towards other options. None of which were appropriate as he needed to be seen to get a clinical diagnosis. One which would be recorded on his medical record. After what felt like going on trial, she grudgingly gave me an appointment.

It is disappointing that patients have to make their case in this way for a GP appointment. I understand you are using care navigation to 'guide' patients. However, this is counterproductive, as patients will realise and exaggerate their symptoms.

Why are patients being made to feel this way? That we're untrustworthy, a burden, and inconveniencing the admin staff. Please have some respect and dignity for patients who may be vulnerable, scared, and anxious.

The whole experience left me feeling frustrated. This is a shame because the GP we saw was fantastic. However, the receptionist's poor attitude made the overall experience worse than it needed to be.

Please save me your textbook response of "We are sorry to hear about your recent experience and understand how frustrating it can feel when you're seeking care and don’t feel supported."

I want to know what you're going to do to change this behaviour.