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Very rude staff and no care

Story from nhs.uk

"Very rude staff and no care"

About: Dr Glencross

This surgery is not very welcoming.,very rude staff and slam phone down while you are on the phone . The reception staff are not friendly -He feels more anxious going to the surgery than he does have about the health problem . There are no care plans for Mental on-going health needs. He has little confidence in this practice. Reception staff should be trained in how to engage politely with patients and the public. The practice has to improve overall to care of vulnerable patients should understand and cooperate their problems.

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Responses

Response from Dr Glencross 6 years ago
Dr Glencross

Submitted on 29/01/2018 at 09:38
Published on nhs.uk at 11:01

Thank you for taking the time to comment about the care at the surgery. I am very sorry that this gentleman doesn't have confidence in the practice. Unfortunately when patients regularly miss appointments we are unable to review their care needs with them and give them that confidence that we are here for them and discuss what we can do to support them with their wellbeing.

Our reception staff are trained regularly in the care of vulnerable patients and customer care, and we are a Mencap Safe Place for vulnerable people and patients to take haven with us when they are distressed, scared or lost. However when callers are verbally abusive on the phone reception are authorised to terminate the call as was the case on Friday.

I would be very happy to speak to the gentleman himself about his on-going care and needs and do what we can to make surgery attendances less stressful for him, if that is the reason for him missing his appointments. Please ask him to contact me to discuss this further at a time of his convenience, I'd be happy to talk to him by phone or in person, whichever he feels more comfortable with.

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