IC

Ian C. 3 years ago • From Google

Rating

Bad

Reception staff showed no compassion during distressing visit

If there were minus stars I would rate this practice as a minus. The practice management has demonstrated what I consider to be severely lacking interpersonal skills and I feel they are a disgrace to the NHS. During a week of particular significance for mental health awareness, my step daughter, who has experienced mental health difficulties since her early teens, was informed she needed to re-register as her records had been removed following non-response to correspondence. The only communication she recalled receiving was an appointment notification for a routine test which she had attended several weeks prior. It seems unclear why, if there were concerns about unanswered letters, she was not notified at that earlier stage. She was asked to bring identification and proof of address, which she did. Upon arrival and informing reception staff of her presence, she was instructed to remain standing rather than sit. Her anxiety visibly increased throughout this time, yet staff appeared to pay her little attention despite her evident distress. When the practice manager arrived, they requested her identification, which was provided. As my daughter attempted to present her proof of address via her phone while visibly anxious and shaking, she asked if the manager could assist her. The manager observed her distress but declined to help, stating they would not assist and that if she could not present the document immediately, she would need to complete additional forms. After completing the paperwork, my daughter asked whether her prescription for essential medication could be processed, as she had been without it since her removal from the register. She was told this could not happen until registration was processed, and when she explained she was currently without her medication, was advised to contact an alternative service and the manager then left without further conversation, leaving my daughter extremely upset. I found this experience absolutely unacceptable.

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