This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

left helpless and embarrassed

Story from nhs.uk

"left helpless and embarrassed"

About: Kingshurst Medical Practice

On Two occasions now i have booked an appointment and have had receptionist ask personal questions regarding the appointment making me feel very uncomfortable.

For example who had told me to make this appointment?, why do i need it? what do i need it for?

When sat with the doctor i was told that it isnt his job for my matter and that i have to deal with it myself. Even after i was told by the nurse to come back and talk to the doctor.

i am on a time limit and this is a day wasted that i could of had the problem solved.

I have left the surgery feeling helpless, embarrassed and frankly mortified.

I fully appreciate the NHS and understand the strains of staff but this was not professional.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Kingshurst Medical Practice 5 years ago
Kingshurst Medical Practice

Submitted on 18/10/2018 at 23:05
Published on nhs.uk on 20/10/2018 at 03:36

Thank you for your comment.

The services provided by the surgery have changed considerably over the past 3 years with a range of different clinicians now available to see.

The admin staff are the best placed to sign-post patients to ensure they see the most appropriate clinician the first time.

Putting this process in place helps to ensure that you don't have a wasted appointment as we fully appreciate that patients have busy lifestyles.

If you are not happy to provide detail then you are welcome to inform them that it is personal.

I apologise for any embarrassment you may have felt.

I welcome you to write case specific detail in a letter to the practice manager so we can investigate the matter further and then invite you in to discuss your experience, our investigation and any changes we may make to the service based on your feedback.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k