"Lacking training on accessibility requirements"

The nurses at this surgery are fantastic, I had a smear test / cervical screening with a nurse who made the whole thing very easy and stress free after I told her I was a little anxious.

However, understanding of unseen disabilities is poor. Last week I spoke to a receptionist who had received no training on Accessibility requirements (which are a legal obligation). I had previously had a note on my patient record added to access and communication requirements stating I require email correspondence due to my disability which affects my memory and verbal processing. Despite this I was phoned today by a receptionist and when I stated that this is an inaccessible way to contact me she said she didn’t know what accessibility is and that speaking on the phone is “easier for her”. The interaction was humiliating and conflicted with the reassurance past receptionists had given me that their colleagues would understand the accessibility needs recorded on my patient record. It upset me on a huge number of levels and scared me for any patients with learning disabilities, learning difficulties, mental health conditions, Alzheimer’s, hearing loss, etc. Despite everything I got an email later that day saying she’d booked me a telephone appt.