Rising Brook Surgery

Felt unheard and overlooked at reception desk

I'll try not to dwell on this as it may not warrant extensive discussion, but I want to alert other parents who might be unfamiliar with this surgery to perhaps consider alternatives with stronger ratings. The current standing of 2.5 stars reflects my view that the service falls short of acceptable standards. To summarise briefly, my three-year-old daughter was incorrectly assessed during a visit in January. The clinician did not conduct a thorough examination despite the concerns I raised. I felt dismissed throughout the appointment, and the lack of engagement—particularly the minimal eye contact and focus on computer work rather than attentiveness—came across as unprofessional and lacking in compassion. Both my daughter and I left with the impression of being treated as just another case rather than individuals deserving proper care. I wasn't seeking hand-holding through the appointment, but I did expect the basic courtesy of being heard and for my daughter to receive direct attention from the clinician. She was a young child in a medical setting, visibly unwell and withdrawn from her usual self, and clearly as anxious as I was. The entire visit lasted approximately one minute, and I left feeling deeply concerned. Following my instincts, I contacted 111, which escalated to 999. My daughter required oxygen and was transported by ambulance to hospital for admission. Her condition was potentially serious, and I dread to think what might have happened had I accepted the initial assessment. Subsequently, I returned to the surgery as my daughter's immune system remained compromised and she was susceptible to further infections. As a concerned parent, I felt it prudent to have her evaluated. I checked in using the wall-mounted system as I had done previously and waited. After approximately 25 minutes, I became uncertain about the status of her appointment. I politely asked the receptionist—a staff member with brown hair whose name I don't know—what was happening. She repeatedly suggested I hadn't checked in properly and claimed my appointment had been cancelled. The exchange became circular and frustrating, though I maintained a calm tone throughout. I pointed out that I had been sitting visibly in a quiet surgery for nearly half an hour without being approached, and I asked for clarification on what would happen next. This seemed like a reasonable request. Instead, the receptionist insisted on questioning whether I had actually checked in, speaking in a manner that felt accusatory and dismissive. She offered no satisfactory explanation. As the conversation became increasingly circular with my young daughter beside me, I resorted to mild sarcasm and adopted a firmer tone. I stated that if the system had failed to register my check-in, that wasn't my responsibility, that I had done what was required, and that I hadn't spent 30 minutes waiting for enjoyment. The receptionist had made eye contact with me multiple times during my wait. The receptionist appeared to take offense at my directness and adopted a defensive posture, telling me to calm down and lower my voice. As I mentioned, I had not raised my voice—it's simply not my nature. My focus was on my daughter's care. I assured the receptionist I remained calm and thanked her for her concern. At that point, she seemed to shift into an extreme defensive mode, possibly recognising her own oversight but choosing instead to portray me as the unreasonable party. Rather than acknowledging any responsibility, she attempted to shift blame onto me. After unnecessary prolonged discussion, the receptionist finally arranged for a clinician to see my daughter—seemingly because she had no alternative, given that 111 had indicated my daughter should be seen within 24 hours and that deadline was approaching. Why wasn't this arranged from the outset?