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"Told to leave by the receptionist"

About: General practices in Greater Glasgow & Clyde

(as a service user),

After trying to speak to a receptionist  on the telephone for over half an hour I eventually went to my practice for a letter for the pharmacy to get a rescue pack to treat my wife infected exacerbation for COPD. I was greeted by a very rude receptionist who shouted get out I tried to explain what I needed. The receptionist continued to talk over me and repeated get out can you not read, we are in a pandemic!

This is no way to speak to anyone, they didn't know even know what my issue was. They clearly state they do don't tolerate abuse, are they allowed to verbally abuse their patients?   Yes, I am fully aware we in a pandemic and yes I can read.   All I ask is please be a bit more kinder as we are all trying to get through life during these unprecedented times.

Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde last month
Nicole McInally
Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team,
NHS Greater Glasgow and Clyde
Submitted on 26/01/2021 at 11:16
Published on Care Opinion at 14:40


picture of Nicole McInally

Dear Busdriver101

I am very sorry to hear about your experiencing when trying to obtain your wife’s COPD rescue pack. As you mentioned, we are in a pandemic, and people are anxious and worried, but a little kindness and compassion goes long way.

As GP's are independent contractors with a separate feedback and complaints procedure I would suggest that you contact the Practice Manager to discuss the issues you have raised. However, if you don’t feel comfortable doing this, I can forward your feedback onto your GP surgery's practice manager on your behalf. If you could get in touch with me on PatientExperience@ggc.scot.nhs.uk with the name of the practice, and contact information that you would be happy for the GP surgery to reach you on.

I hope that you have been able to get your wife’s rescue pack.

Kind Regards

Nicole

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