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Rude receptionist

Story from nhs.uk

"Rude receptionist"

About: St Peter's Hospital / Physiotherapy

Rang this morning to cancel an appointment with the physio as I need to take my mother to the doctors tomorrow afternoon.

Primary carer who also works so sometimes my health has to take a back seat due but it would seem that this SPH representative does not make allowances for anyone.

Basically after making me repeat my name several times including spelling it they informed me that I had now cancelled three appointments (totally incorrect as SPH cancelled one but they were having none of that as they were 100% right and adamant in this.

The other I cancelled as I had a stomach bug so decided best not to come in).

Informed me abruptly, still not listening that they would have to speak to the physio

As your first point of contact with the department, after waiting on hold for some time, you don't expect to be greeted by someone who is downright rude and will not even listen to the other person.

If you don't like patients then find another job otherwise you need to totally change your attitude to continue is this so called caring profession

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Responses

Response from St Peter's Hospital 6 years ago
St Peter's Hospital

Submitted on 16/10/2017 at 13:54
Published on nhs.uk at 14:31

We are sorry to read about your experience and that you found our receptionist to be rude. For patients who consistently cancel or do not attend their appointments, we do have a policy of discharging them from our hospital lists and referring them back to their GP. This is to enable other patients to take up those appointments and reduce their waiting time. However, it is very important (as you rightly pointed out) to consider each individual’s circumstances and we would expect our receptionists to listen and understand when people face genuine difficulties and need to re-arrange their appointments. Please do get in touch with our Patient Advice and Liaison Service who will be able to help you – you can call them on 01932 723553. It would also be very useful for us to identify the member of staff involved so we can pass your feedback on and help prevent a similar incident in the future.

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