Clee Medical Centre
LF
Lucy F. 3 months ago • From Google
Bad
The way staff communicate with patients and their families matters greatly, as does maintaining a respectful and considerate approach. I contacted the practice this afternoon to inform them of a bereavement in my family, hoping to prevent any unnecessary future appointments or prescriptions from being processed. I provided the receptionist with my family member's name and date of birth, only to receive a one-word response of 'nope'. I paused, expecting further explanation, but none came. When I asked for clarification about what this meant, we entered into a somewhat circular conversation where I was told the person was not registered at the practice, despite my belief that they were. The receptionist then asked if the person had passed away, stating that if so, they had already been removed from the system. I want to acknowledge that this interaction fell short of what I would expect. During an already emotionally challenging time, the manner in which this conversation was conducted lacked sensitivity and compassion. The bluntness of the exchange made a difficult situation feel worse than it needed to be, and this outcome was entirely avoidable. I would encourage the practice to reflect on how these sensitive conversations are handled and to consider the human impact of such interactions.
Samantha P.