The Oaks Medical Centre
MJ
Medik J. 2 years ago • From Google
Bad
I was a witness to a deeply distressing situation at the surgery yesterday morning that urgently requires attention. The receptionist displayed an appalling lack of empathy towards a kind, vulnerable elderly gentleman who was being denied a face-to-face consultation with a doctor. He explained he had been suffering from a viral infection for three weeks and was accompanied by his wife, who has dementia, and as her sole carer, he could not leave her alone at home. The receptionist was incredibly harsh and uncompassionate, instructing him to go to A&E. The gentleman was visibly distraught and shaking, and his wife appeared equally fragile and quiet. His final words to the receptionist were, "If I have to go to A&E, I cannot leave my wife at home," but the receptionist coldly suggested he dial 999 or 111, or visit A&E. He was evidently extremely upset. As he was leaving, he emphatically stated twice, "If anything happens to me and I die, you are responsible," to which the receptionist callously responded, "OK, bye, thank you." I was in a state of shock and disbelief, wishing I had spoken up or offered him my consultation slot. These receptionists have failed in their duty of care and desperately need professional training in compassion and kindness. While I have never complained before, this behavior must be addressed immediately. The staff at Oak Medical Centre consistently display similar attitudes, and although I've tried to be understanding, thinking they're under pressure, this incident deeply affected me. I noticed the staff behind the desk were casually drinking tea and staring at their computers, with not a single person offering assistance to this gentleman. I sincerely hope people will come forward and lodge complaints, as without action, nothing will change. These receptionists have a fundamental responsibility towards vulnerable individuals, and such treatment is absolutely unacceptable. I hope more witnesses will step forward and share their observations. Thank you.
Patricia A.