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Reception

Story from nhs.uk

"Reception"

About: Leap Valley Medical Centre

Hi, we visited the surgery today. Receptionist understandably very busy but there seems to be a culture of not treating patients with respect.

The atmosphere feels 'us against them'. I was very aware of it whilst sitting and waiting.

My daughter needed to take her own blood pressure but was not given any instruction on this.

There was an arrow pointing right, so we stood to the right for five minutes...I asked 'is there a machine being brought out' and we were told it's next door. This was not clear at all.

Just very shocked that we were just being 'annoying to the receptionist.

I do understand being busy but this is not good practice. We then went next door to the most fantastic pharmacy and this was exceptional.

Thank you very much.

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Responses

Response from Leap Valley Medical Centre 5 years ago
Leap Valley Medical Centre

Submitted on 03/09/2018 at 16:06
Published on nhs.uk at 17:06

Dear Patient

I am sorry that your experience of your interaction with our reception team was not a positive one.

I have spoken to our reception team leader and she will ensure that patients are directed appropriately to our Self Monitoring Room next to the reception desk in future.

Had you have been directed appropriately on this occasion the instructions as to how to take and monitor your own blood pressure is given on the board by the machine and I hope that you will make use of this facility in future.

Thank you for raising this as an issue as it gives us the opportunity to improve on our communication with our patients.

Yours faithfully

Laura Dadds

Business Manager

Green Valleys Health (Leap Valley Surgery)

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