Wellington Road Surgery
JJ
Jade J. 4 years ago • From Google
Average
I recognize that the healthcare sector is facing challenges with widespread understaffing and immense pressure, and I want to acknowledge that the staff are genuinely trying their best. Nevertheless, I consistently encounter issues with the reception when making phone calls. Some receptionists come across as discourteous or incompetent. There have been instances where they've provided incorrect appointment dates or times, causing me to miss scheduled visits or require rescheduling. During a recent call seeking an appointment with a nurse or doctor about a potential UTI (apologies for the specifics, but it's pertinent), the receptionist consulted a "colleague" and instructed me to drop a sample in the specimen container, which I did. The subsequent phone interaction with the nurse was particularly abrasive. She criticized me, claiming she was unaware why I'd submitted a sample and didn't understand my symptoms, complaining about the lack of accompanying documentation (I was merely following initial instructions and wasn't informed about additional requirements). When I explained the circumstances and who had directed me, the conversation finally became productive. However, the initial tone made me feel like an inconvenience. Interestingly, I discovered I had a UTI only after being examined at PRH triage for reduced fetal movement, learning this by reading my own urinalysis. The triage experience at PRH was thoroughly unsatisfactory! In summary, healthcare staff and reception should treat patients with more respect during phone interactions and avoid criticizing individuals for following given instructions.
Brian M.