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Rude and unprofessional

Story from nhs.uk

"Rude and unprofessional"

About: Abbey Medical Centre

The reception staff at this surgery are rude, confrontational and extremely dismissive. I had been waiting for an appointment for nearly 2 weeks as I am suffering with labyrinthitis. I have had to visit a separate walk in centre twice as the medications was causing issues with my diabetes’s.

Upon arriving for my appointment I was informed that the doctor was not available as he had to attend last minute training course.

When asking for a new appointment I was informed to call back the following day. I explained that this was not acceptable only for the receptionist to ignore my comment and repeat that i had to call back in the morning. I once again stated that I wanted an appointment booking whilst I was there, to be informed that I could

Attend at 11:50 the following day.

Why do the staff at this surgery have to be obstructive and rude to everyone they talk too.

I will be following up this review with a formal complaint at the surgery at also with PALS.

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Responses

Response from Abbey Medical Centre 5 years ago
Abbey Medical Centre

Submitted on 16/01/2019 at 11:12
Published on nhs.uk at 12:06

Dear Patient, it is unfortunate that you have had to have your initial appointment cancelled, and we can only offer our apologies. The Doctor had to attend a training event under the Protected Time Initiative (PTI) run by B&D CCG, which we are obliged to attend. Patients were contacted on the day regarding this. As there were no GP's available on the day due to the training event, the receptionist were unable to offer you anything until the following day, which they did. You will appreciate that we are a very busy surgery, and most appointments are booked weeks in advance. Some on-the-day appointments are made available, and to access these we advise all patients to ring first thing in the morning to secure them, as they are extremely limited. In the event that either of these options are not available, patients are directed to the NHS 111 service or the local walk-in centre. The receptionists are only able to suggest what is available so that patients can make an informed decision.

Abbey Medical Centre

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