"Unprofessional and uncaring"

Like other Patients that have written reviews, I am extremely disappointed with the professional services and lack of patient/human care and understanding at Deal Tree. I don’t normally write reviews either, but am on this occasion as I believe it’s about time people spoke out about it.

The Deal Tree reception has notices up that read 'rude and abusive behaviour towards staff will not be tolerated' BUT what about when it’s the Receptionists in a position of power being abusive and dishing it out? After my recent episode I complained in writing to my GP requesting specific outcomes and actions from their investigation. This week I received a standard reply back, not even acknowledging the event. The tone throughout the letter 'we are sorry if you feel you did not receive good service' as if it was my Online Food Shopping Delivery I was complaining about, nothing serious. I hardly ever go to my GP, I simply requested a medical report from my record.

Not on the spot there and then, nor did I state a timeframe. The Receptionist was hostile to me from the outset, clearly demonstrated by body language, a dismissive attitude and verbal tone.

Four working days later I got a call from Reception saying they did not have a copy of the report on my record. No solution, help or advice offered, just end of conversation. I politely and cheerily said 'ok, I have also spoken with Basildon Hospital and they have sent another copy to the Surgery’ I went on to say 'if not there already could you keep a look out for it please?'. The reply in an aggressive tone was 'No, not really, we are scanning lots of reports each day' Is that the response of a caring, helpful, professional? and we are not even allowed/expected to react or respond. I did not raise my voice, but my opinion and said ‘as unhelpful as ever then’ I was then subjected to sustainable and verbal abuse with a very raised voice saying I was rude just because I had not got what I wanted. They work very hard and do a very good job for really sick people'. I will not go into all my health details but have been housebound since 2014, in any case what right has anyone except those medically qualified to judge my health? I could not get a word in edgeways I asked for a name a couple of times, as I wanted to know who I was speaking with and it was refused. I was told 'complain to my Manager', when I said I would the response was 'do what you like, you do not need my name’ Clearly a 'protected' employee with so much confidence there would be no reprimand for inappropriate behaviour. The conversation ended with me being told to 'have a nice day!' As the other Patient Review wrote, I was also left shaken and in tears after the call. I didn’t want to make a formal complaint but consider my treatment highly unacceptable and a breach of my rights. I really hope anyone reading my review who has experienced a similar situation, will gain strength as I did reading other reviews and realise, as I also did, I am not alone