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Total lack of empathy

Story from nhs.uk

"Total lack of empathy"

About: The Muswell Hill Practice

I phoned and made an emergency appointment to discuss the mental health of my teenage child. The receptionist I spoke to couldn't have been more helpful and was very good at fitting me in that day. She explained that I should make an appointment in the name of my child and that she would pass on to the GP that it would be me coming to the appointment.

I explained the issues we were having and requested a CAHMS referral which she did make. However the total lack of empathy towards me as I explained quite distressing behaviour was remarkable. She didn't even ask my name, or ask how I was feeling.

I appreciate that GP's are busy, but I think I was in and out in just over 5 minutes. I think the least I could have expected was a little bit of empathy.

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Responses

Response from The Muswell Hill Practice 4 years ago
The Muswell Hill Practice

Submitted on 19/11/2019 at 11:30
Published on nhs.uk at 12:29

We’re sorry to hear you felt that the doctor didn’t perhaps address your own needs around being in this distressing situation.

Like many practices we are experiencing a huge surge in consultations around mental health and young people but we are glad to hear that you were seen promptly and the correct action was taken.

As we have mentioned many times in our responses, anonymous comments are not terribly helpful if you’d like us to do something about it. Our patients always have access to speak to the practice manager to discuss any concerns and you are welcome to make contact if you would like to speak about this.

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