When ringing to see the doctor with my 1 year old, I was asked what her first language is. When I pointed out that my child cannot speak yet, the operator got annoyed and insisted I tell her what language she would speak when she learns.
I was then asked my child's race, (which quite frankly I feel is a racist question in the first place). Where someones family originates is no concern of anyone. It should not be a requirement to divulge this when seeking treatment on the NHS. Again the operator seemed angry when I answered mixed race to this unreasonable question.
May I suggest you modify your call center software so it can handle babies or people who cannot speak or communicate, I would dread to think how you handle someone who is deaf and dumb.
May I also be as bold to put forward the idea of training your staff so they can cope when a call does not conform precisely with your script! Then perhaps you would not have angry staff speaking to people trying to seek medical attention.
"Crazy questions about my child's race"
About: Bolton PCT / GP Out of Hours Service Bolton PCT GP Out of Hours Service
Posted by Chewy_fruit_loop (as ),
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