"Receptionist - extremely unprofessional and rude"

21/08/2017

78 year old lady asked to use the toilet as a matter of urgency. Receptionist refused to let her use it because they had to be careful of them being vandalised.

The lady again stated her urgency due to a medical condition and that she was quite clearly not a vandal.

Again the receptionist refused and told her to leave.

The woman was visibly upset, distressed and in need of assistance. Pleading, stating that she was close to having an accident and 78 years of age. She had taken a water tablet before leaving the house and was in dire need of a toilet.

The receptionist told her to go and see if there were any toilets in the library.

The woman returned upset, having walked into the 'closed library', down dark corridors where she was felt unsafe and was finally helped to a toilet by some local residents who were arranging a community event inside. Unfortunately the lady had not made it there in quite enough time and had to clean herself up as best she could. Those inside the library were appalled at the treatment and advice given.

Returning to the surgery to complain. She was met with hostility where the receptionist refused to look up from their papers to apologise. The lady stated that she wanted to make a complaint as she was left in a terrible state and now felt degraded and embarrassed.

Other staff had to offer her comfort and agreed she should complain. Patients/visitors commented that they too have been treated badly by this receptionist and that this receptionist is consistently rude and hostile to visitors.