Suttons Avenue Surgery
FC
Fabio C. 4 years ago • From Google
Bad
I would like to express my frustration and disappointment regarding what I experienced as a lack of compassion and professionalism during a telephone interaction this morning. I have been experiencing pain and discomfort for several days, which worsened significantly overnight to the point where I struggled to sleep. This morning I called to request an emergency appointment, which was a first for me during my time as a patient at this practice. The receptionist arranged for the doctor to contact me later to confirm the appointment. I made arrangements to be available and took time off work to ensure I could receive the call. I kept my phone with me throughout the day. When the call came through, I was outside and ran inside to answer, but by the time I reached the phone, the caller had disconnected. I immediately called back and explained the situation to the receptionist. The response I received was that I needed to keep the phone in my hands at all times. Given that I had already taken time off work specifically to be available, this comment felt dismissive of my efforts. When I asked whether the doctor would call back, I was told that this could not be guaranteed and that the receptionist could only pass on the message that I had called. I believe that compassion and understanding are fundamental when supporting someone who is unwell and anxious. In this instance, I felt that these qualities were absent from the interaction.
Karen O.