"Always been happy with treatment and..."

I have always felt I have been listened to by the doctors I have seen, and have given the necessary treatment. The new on the phone waiting system (giving where you are in the queue) is so much better. Previously I had tried to call over 50 times within a morning and would only hear an engaged tone. This resulted in me always going to the doctors to just book an appointment at reception. I think it’s great that there are some appointments available on the day each day, and that hours have been extended. I was disappointed (actually angry at the time), when I came to collect a prescription, to see how a member of reception spoke to an older lady. If it had been a member of my family I would have been furious. She was trying to book an appointment with a particular doctor. The receptionist gave her a date. The lady couldn’t do that date and asked if there were any others. The response was said harshly and in a condescending manner - ‘I’ve already told you it’s just that day.’

It hadn't been explained that that was the only day the doctor was free. The older lady then asked if she could book a flu vaccine for her and her husband. The receptionist tutted at her, rolled her eyes and said ‘You could have done that while you were waiting’. The lady apologised. The receptionist said ‘All these people are waiting. You could have done that’. Again the old lady apologised and said she would book it when she came in to see the doctor. The reception told her angrily that it would be too late by then. Yet again the old lady, feeling very uncomfortable appologised. I understand some patients can be difficult and rude, and it was a Friday with lots of people trying to book appointments, however, this lady was polite and just trying to book appointments. She was made to feel embarrassed, belittled and that she has done something wrong. I feel anyone who is customer facing should be respectable to those using their service, even if it’s a busy day.