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pathetic receptionist

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"pathetic receptionist"

About: Grange Medicare - Swillington Hp

Have an elderly disabled mother requiring a drs visit. She has had a bad chest infection and said that she had bad pains in her back. She has had pleurisy previously and suffers from water around the heart and lungs.

Was told by the receptionist that she could have a visit on

Friday ( I was asking for an appointment on

Monday). When I said that this was not good enough she offered a visit the following day.

No doctor turned up as the surgery was closed on the 16th January until 8 am the following day.

NOT GOOD ENOUGH. The surger is in the next street to my mothers house, surely a dr could have walked round.

My mother’s previous doctors were always available.

Shabby treatment of a frail lady.

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Responses

Response from Grange Medicare - Swillington Hp 6 years ago
Grange Medicare - Swillington Hp

Submitted on 25/01/2018 at 13:08
Published on nhs.uk at 16:01

Thank you for your feedback. I understand this issue was resolved the day after this incident. We have a particular focus on supporting our increasing numbers of frail and elderly patients and are very disappointed that this doesn't appear to have helped on this occasion. From my experience of working with the team the reception staff are very helpful and supportive and have never appeared to be pathetic. They are saddened by your reference to shabby behavior and has said they would not intentionally treat any patient or associate with disrespect. We are working in a very challenging environment and occasionally misunderstandings and mistakes can happen. If we have made an error then we accept that and on behalf of the team I wish to express my apologies.

I hope your Mum is well and I do hope you will accept my apology.

Joanne, Practice Manager.

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