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Unprofessional and rude behaviour

Story from nhs.uk

"Unprofessional and rude behaviour"

About: London Fields Medical Centre

Today i got health check appointment with a nurse at 16:00. I reached to Gp and see two ladies were going in so i followed them inside and lady at reception pointed and said to me to go out in a very unprofessional manner that i have done some offence. Then rudely ask me that what i want. Asked my name and date of birth. Name is alright to check either i have an appointment or not but what is the point to ask my date of birth. Everyone is fed up and frustrate but it does not mean that we treat people in a rude manner especially when you are professionals. No hello hi or greeting and no thanks and no please. Same is the guy sitting in reception when i booked blood test appointment. I do not know that to say thanks and please or greet someone is a big deal. Very disappointed.

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Responses

Response from London Fields Medical Centre 2 years ago
London Fields Medical Centre

Submitted on 09/02/2022 at 14:52
Published on Care Opinion at 14:55

We are very sorry to hear about your negative experience at the practice and appreciate you taking the time to post this feedback.

Unfortunately at the height of the pandemic to protect staff and patients alike we had to employ strict door entry protocols. We ensured there was clear signage on the front door stating that nobody should enter the practice without speaking to reception on the intercom first.

You are correct in saying that this is not a reason for unprofessional behavior and all reception staff were spoken to in regards to this. We apologise if you felt that you were spoken to in an unprofessional manner.

It is NHS protocol to always ask for a patients DOB and then their name to confirm their identity to ensure that all appointments, information etc is given to the correct patient.

We do take these kind of complaints very seriously so please feel free to call the practice and speak to the management team if you have any further concerns.

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