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They do not value patients needs

Story from nhs.uk

"They do not value patients needs"

About: Magdalen Medical Practice

I spoke to a rude receptionist today when requesting to see a female doctor for an intimate health issue.

I was outright refused - there was no attempt to make any accommodations such as looking for an available female doctor to move my appointment to, I was given the reason that this is not in the practice policy.

I am shocked to hear that this isn’t in their policy, as someone who has experience in the NHS, it’s always been known that reasonable accommodations be put in place for patient needs. The reason for my request is extremely sensitive and personal, but the receptionist did not even enquire about why I was asking for this accommodation. I was simply told “no”.

The rude receptionists at this practice make me avoid accessing health care anyway, but the refusal to see a female doctor has made me not want to attend my appointment at all (despite being offered a female chaperone, this is not a good enough solution). The longer I don’t get treatment for the issue the worse it gets, so it’s such a shame my personal needs are not being valued or respected (something the NHS is always banging on about).

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Responses

Response from Magdalen Medical Practice last month
Magdalen Medical Practice

Submitted on 18/03/2025 at 11:30
Published on nhs.uk at 11:30

Dear Patient

Thank you for your feedback and I am sorry to hear about your recent experience at the practice.

I would like to reassure you that as a practice we take all feedback seriously and will be discussing it further at our upcoming partners meeting.

I have now had time to investigate with the reception team who have stated that they apologise if they have come across as rude in anyway, it was never their intention, and that they always try to help and maintain professionalism at all times.

In terms of patient’s requesting to see a female GP, we do have a practice policy that patients see their own GPs where possible due to the demand on female patients wishing to see a female GP and therefore restricting them from then not being able to see their own registered patients and incurring a long waiting list to pre-book appointments with them.

you may be aware that we try to maintain personal lists as much as possible to ensure continuity of care, but there are always exceptions for specific cases. It is important to note that male GPs are trained in managing HRT as female GPs are trained in male issues.

We would always try to accommodate your request but unfortunately on this occasion it seems that it has not been possible, we would offer a chaperone or failing that a female nurse practitioner.

We do not want this experience to delay any treatment you may require or be left feeling not valued, so please do reach out to discuss this further on 01603 475555.

Best wishes

Tracey Clarke, Practice Business Manager

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