Fenham Hall Surgery
EE
Elle E. 4 years ago • From Google
Bad
I contacted the surgery this morning to inquire about obtaining documentation from my healthcare provider to submit to my employer or educational institution as evidence of my health concerns, following consultations with supportive clinical staff at the practice. The receptionist informed me that such documentation would incur a fee of £20 and would be subject to clinician approval, and that the request would need to be submitted in writing rather than made verbally. I acknowledged this and indicated I could visit in person with a written request. I then asked whether documentation of this nature, similar to a medical certificate, now carries a charge, as I had not previously required such notes. The receptionist responded defensively, correcting me that I had asked for a letter rather than a medical certificate. Her tone became condescending, speaking slowly and in a manner that felt dismissive and unkind, which significantly worsened my emotional state. The interaction felt patronising and unhelpful. I expressed that I found her approach upsetting and thanked her before ending the call, stating I would submit a written request if necessary. Throughout this exchange, she continued to talk over me and make accusatory comments about the distinction between what I had requested, repeatedly insisting she was not being inappropriate. Given that she was aware my call concerned health-related matters, the experience has left me reluctant to contact the practice again. I am now experiencing considerable distress and anxiety, as I genuinely need supporting documentation from my healthcare provider but feel apprehensive about making further contact. The interaction appeared to stem from a simple misunderstanding that could have been resolved with patience and clarity. Reception staff would benefit from training in compassionate communication and patient-centred care.
rani M.