"Poor first impressions and patient care from…"

Attended my appointment on time, however the outer doors were locked so patients were waiting outside unable to buzz in. Had my appointment and the nurse was lovely and pleasant and very adapt at her job despite being under a big work load. I was asked to provide a urine sample and given a sample bottle and told to hand it in to reception on my way out. So I did as requested and went to hand in the sample. I popped a clean paper towel around the bottle and assumed they would have gloves etc on to collect it from me. When I approached the female receptionist (who was sat eating her breakfast behind the desk at the time) to hand in my sample, she rudely snapped at me that I couldn’t hand my sample in, in its current state asking me why it didn’t have a label whilst looking at me in disgust. I informed her that this was all I was given. She abruptly replied that I need to ‘take it back to where I came from’ shaking her head at me. I managed to find the nurse again who had given me the sample bottle.

I then attempted to exit the surgery, however the usual doors were locked and I had initially entered through a side door, when I asked the same receptionist where the exit was she replied sarcastically with ‘where you came in’ and then started asking me if I had managed to hand my sample in. I was so embarrassed and upset I walked away quickly as she glared at me.

As I am a frontline NHS worker I understand the recent pressures. However I cannot comprehend the level of rudeness I received today. It’s such a shame as the actual clinical staff are amazing. Thankfully I was only having routine screening today but if I was having investigations due to something sinister I would have required far better care and compassion. Everyone is going through difficult times and now more than ever, all NHS staff should be upholding our core values.