"Rude Staff"

Living with psoriasis, an incurable skin condition, is a daily struggle, both physically and emotionally. The constant itching, flaking patches, and the knowledge that there’s no cure weigh heavily on me. At my last doctor’s visit, I asked for an emollient, like Vaseline, to help with the cracking and burning. The prescribed cream, however, was thick and greasy, making it hard to use daily and serving as a reminder of my condition.

Hoping for a better option, I scheduled a telephone appointment with a Dr. Psoriasis has taken a toll on my mental health, and I was eager for some relief. Before the doctor’s call, I received one from Boleyn Medical Centre. The staff member asked about my issue. I explained that my ointments had run out and the prescribed emollient was too heavy, hoping to discuss a lighter alternative like E45, as my sensitive skin reacts to many creams. They sighed and told me to go write a form, which felt abrupt. When I tried to explain further, they suggested I buy the cream myself, which came across as dismissive. I told them I found their tone harsh, but they replied that they were not rude, and offered brief excuses.

The exchange left me feeling frustrated and unheard. With psoriasis being a lifelong condition, and relying on the NHS Prescription Prepayment Certificate for my medications, I expected more understanding. Staff who are the first point of contact could benefit from showing more empathy and professionalism to patients.