"Disappointed."

I have always be more than satisfied by the excellent treatment I have received at Wistaria Surgery.

I have always found the reception staff caring, kind and helpful, but yesterday (Thursday) afternoon was an exception.

Whilst I was waiting to talk to the receptionist, a mother with her son were talking to the receptionist and another member of the team.

It was not what was said, but the way it was said that caught my attention. I do not know about the situation being discussed, so cannot comment, but I thought they were a little abrupt with her.

When it was my turn, I wanted to find out the dates when there would be a travel clinic.

I know from experience that I would need to book early for both my husband and myself, although I am not travelling until the end of October.

I was told abruptly that I could not book an appointment unless we had filled in the relevant forms.

I said I understood that, but I just wanted to know the dates available.

There were no dates suitable, but there was one appointment for the May clinic. This did not suit - it needed to be for both of us. I was informed that I could visit Waitrose, Boots as they do a travel clinic. This seems all very normal and helpful.

However, it was done in a tone of voice and attitude that was bordering on 'a couldn't care less'.

I walked away very disappointed with the receptionist.

On reflection, this might have been a bad day for her. She displayed no empathy with myself or the mother and her son, which is not my normal experience at Wistaria. I have seen and heard some very difficult and trying situations for reception staff, but they have always responded with sympathy and politeness.

I would prefer to use the travel clinic at Wistaria as our records will have the details of past inoculations and if we need boosters, etc.

If the receptionist had thought of this, and knowing we wouldn't be home until late August/early September she could have suggested trying at a later date to see if there would be further clinics after July. Just a thought for improvement.