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Unhelpful reception staff

Posted By StressedFamilyMember

"Unhelpful reception staff"

About: General practices in Ayrshire & Arran

(as a service user),

Poor quality service and advice from reception staff.

A family member recently tried to make an urgent appointment with Galston medical practice. He thought he was registered as he handed his form in several months ago, he was told that he was not registered and told to go to the nearest A&E department, there was no alternative offered. 

He then called myself in crisis asking if I would take him to A&E. I called the GP clinic again hopeful they would offer an alternative and save an unnecessary trip to A+E on a Monday afternoon! The staff were unhelpful and obstructive. 

I ended up being firm on the phone and stating he needed to be seen that day and we would arrive at the clinic immediately to register him. 

He did get seen by a doctor in the end who was kind, caring and compassionate.

This experience created an enormous amount of stress at an already stressful time.

Galston doctors please educate your reception staff to be more accommodating and considerate.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 31/01/2018 at 15:08
Published on Care Opinion on 01/02/2018 at 08:54

picture of Eunice Goodwin

Dear StressedFamilyMember,

I am sorry your recent visit to Galston Medical Practice was a bit of a mixed bag. I appreciate that when we believe we are in an ‘emergency’ situation, it can be distressing. We want to help our family where health is concerned; quite rightly so.

I have spoken to the practice and they have provided some detail around this episode. Unfortunately, it would not be appropriate to provide the details on this forum. However, each GP practice has their own complaints process and I am sure they will be happy to chat with the patient about it.

Thank you for taking time to share your story, I am delighted that the GP was kind, caring and compassionate.

Best wishes,

Eunice

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