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Receptionist

Story from nhs.uk

"Receptionist"

About: Rushey Green GP

My son needed to make an appointment. But there weren't any doc appointments this week or next week.

So he needed to ring back at 8am.

The receptionist was quite rude and when I asked for her name she replied that

"I don't have to give you my name. I wasn't talking to you I was talking to the patient and he is quite capable of talking for himself".

I was trying to explain that he does not have a phone at the moment and that he can't ring back at 8am in the morning and that he was using my phone. She then said he can phone back at 1pm.

She does not know what my 36 year old son is capable of sorting and not sorting out.

I dont think she needed to speak to me in the manner that she did.

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Responses

Response from Rushey Green GP 4 years ago
Rushey Green GP

Submitted on 07/05/2019 at 14:30
Published on nhs.uk at 15:06

Dear Patient

Thank you for taking the time to write in with your concerns.

Your complaint has highlighted a need for more training of our reception staff, who need to listen fully before speaking.

I have spoken with the receptionist concerned and she understands that if she had listened carefully to what was being said, she would not have caused offence in how she spoke to you.

Our reception team need to ensure that we show empathy to all our patients and treat them as individuals.

Again, thank you for writing in with your complaint.

Kind Regards

Miss M Stewart

Practice Manager

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