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Poor communication from receptionist

Posted By AngryDaughter86

"Poor communication from receptionist"

About: General practices in Ayrshire & Arran Girvan Community Hospital

(as a relative),

I was recently in Girvan community hospital with my father to see his GP. As we approached the reception we didn’t get a hello, but a very abrupt “name” and “ok sit down”. I have to say I bit my tongue at the attitude that came from this person.

I returned to the reception to ask about my father's test results, for the receptionist to inform me that he should have been contacted but they must have forgotten to phone as he had to be seen urgently.

I understand that everyone has bad days, myself included, but I was furious and hurt by the way this staff member spoke, and concerned that at least I could speak back. But when they are working with vulnerable adults, possibly extra training in interpersonal skills may be a good idea.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 13/03/2018 at 17:48
Published on Care Opinion at 22:38

picture of Eunice Goodwin

Dear AngryDaughter86,

I am so sorry, this is not an acceptable way for anyone to be spoken to and not what we aspire to. I totally agree with your valid point about vulnerable people who are less able to speak up for themselves. I will pass this to the management for their review. In the meantime, you can also take this up with the practice manager if you wish.

Thank you for raising this with us,

Kind regards,

Eunice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 14/03/2018 at 09:38
Published on Care Opinion at 16:34

picture of Eunice Goodwin

Dear AngryDaughter86,

I passed your post to the practice managers and they are also disappointed about your experience. I wonder if you could drop me a wee line with some details. As there are two practices in Girvan, we would need to know which one your father attended, along with his name and date of birth so we can look into it more effectively. My email address is eunice.goodwin@aapct.scot.nhs.uk.

Again, I would like to say that this is not acceptable behaviour and we will be able to address it, particularly if we have these details.

Best wishes,

Eunice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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