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Receptionists behave like they are doctors

Story from nhs.uk

"Receptionists behave like they are doctors"

About: Palfrey Health Centre

My mum has been trying to get an appointment to talk about her iron level, i explained to the receptionist shes not well they turn around and tell me my mums iron level is fine- when it was quite obvious it wasnt. My mum went out and purchased some iron tablets herself then her health improved a little- even though she shouldnt have to pay for her meditation as she is on benefits but she was helpless. My mum went to the doctors today and the doctor she saw told her they were unable to get the iron level results due to some error at the lab so they booked her in again for another blood test a whole month later. How the receptionists with so much confidence confirmed that her iron level was fine is absolutely ridiculous, they are not doctors or nurses so they need to stick to their job role and not look into personal and confidential files.

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Responses

Response from Palfrey Health Centre 4 years ago
Palfrey Health Centre

Submitted on 03/10/2019 at 12:13
Published on nhs.uk at 13:06

Thank you for your comment, I am sorry to read of your recent experience on NHS Choices. I apologise for the delay in responding as I have attempted to review your comments with the limited information I have in an attempt to offer the fullest explanation. After investigating your complaint we would like to share with you the outcome:

- Our reception staff are not trained to provide results on the telephone nor face to face so we apologise if this may have happened, however after speaking to the GP the repeat was done and it was a normal blood result.

- We have a language barrier with your mother as staff do not speak Bengali therefore in future she would need to nominate a carer by coming to the reception and filling a carers pack so we can then speak to yourself, or anyone that is her designated carer.

- There is no indication on your mother’s record of who you spoke to, however I would be happy to review this further if you are able to provide this information so that I can speak to the staff member involved, but I have reminded all staff of the practice policy that results should not be given to patients without GP consent.

Due to confidentiality reasons we are unable to discuss patient specific information on this forum, however if you would like to discuss your experience further please contact the surgery and book an appointment to see me.

Regards

Mr Obaid Siddiq

Practice Manager

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