"I was ready to leave"

Several weeks ago I popped into the surgery on a Monday morning as I was passing and I was pleasantly surprised at how quiet and peaceful the waiting area was saying that it was only 8.45 (I have not attended the surgery for several years). I was met by a lady. I was looking to book an appointment in the future with preferably a female doctor as I had an issue I wished to discuss in private. The lady on the desk could not have been more unhelpful. She just kept saying no we have nothing available, on the day emergencies only. I tried explaining that I did not want one that day but in future. She sat there swigging at her bottle of pop and acting very unprofessional and downright rude. After trying for 5 minutes and a cue forming behind me this lady then began looking at the cue and sighing. Therefore I decided to leave it with the impression of ringing later to express my concerns. I tried ringing later that morning and got the same lady who again was very unhelpful and told me to ring back the next day. I asked for the manager to ring me which she said ‘Fine’ and hung up. The manager never phoned. I then spoke with a friend in passing who is registered here as I was all ready for leaving the practice and going elsewhere but she advised me to try speaking with management or asking for another reception staff member.

Therefore I popped in again this Monday just gone and was greeted by a different lady. She was very approachable and sought advice from a colleague in the back over which doctor I should be booked in with. Again a lady from the back appeared and between them they got me booked in with a lady in a future appointment that was before any female doctor’s appointments. (I recall having seen this doctor many years ago and this suited me perfectly). I wish to thank both these ladies for been very professional and welcoming when I thought it was going to be another daunting experience.

I consider myself a confident individual but had I not been. That original confrontation from the first lady could have really deferred me seeking further help or treatment which could be detrimental on someone’s health. I really think the practice does need to consider their front of house service especially when confrontations like I experienced could prevent people returning if they are less confident or suffering mental health problems.

This is something the practice needs to consider.