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Care Opinion

Rude behaviour from Staff member

Posted By ex patient

"Rude behaviour from Staff member"

About: The Lawson Practice

(as the patient),

A staff member made me repeat three time in the open reception area my prescription and then told me to write it down on paper and my last three prescriptions has not been correct and I also have had to take time off work only to receive the wrong prescription.  I felt they were very rude and discriminating and intimidating.

I will not recommend this practice to anyone I felt their behaviour to me was racist and my experience was horrible.  

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Responses

Response from Amanda Rayner, HR and facilities lead and Deputy Practice Manager, The Lawson Practice 2 years ago
Amanda Rayner
HR and facilities lead and Deputy Practice Manager,
The Lawson Practice

I am responsible for staff wellbeing and employment matters. I also ensure that the building is safe and fit for use by patients, external services and our own staff.

Submitted on 17/09/2021 at 10:51
Published on Care Opinion at 10:51

picture of Amanda Rayner

We are disappointed to read your story which does not reflect the patient service we strive to offer and apologise that this was your experience on the day you attended.

We have recently revamped our prescription process to try to ensure that things run smoothly, this includes the provision of a form which allows patients to request their prescription without the need to call the medication out in reception. We do recognise that the barriers and screens along with face masks that are in place to adhere to Covid secure measures may mean that sometimes it is hard for staff to hear patients. Therefore we do encourage patients to use the medication request form which can be dropped off in the box near the main door or sign up to online access to prevent the need to come in to the surgery.

We are sorry that on this occasion you were not offered this option in the first instance and will discuss this with our reception team in the next reception meeting. You also mention that you felt discriminated and that staff were racist and rude. We take these matters very seriously and would like to investigate the matter further, if you could contact me directly at the practice I can look in to this.

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