Bowling Highfield Medical Practice
AW
Angela W. one year ago • From Google
Bad
Patients often experience heightened anxiety when attempting to secure an appointment whilst managing existing health concerns, so a warm and reassuring demeanour from reception staff upon arrival would represent appropriate professional conduct and would provide considerable comfort to those already feeling the strain of pressures within our GP systems, particularly the most vulnerable. I accompanied a concerned family member to the surgery this morning and was disappointed by the reception we received. The receptionist's approach came across as dismissive and lacking in empathy. We had arrived early as the family member was experiencing leg discomfort. We were asked to leave as a fire alarm practice was underway and the surgery had not yet opened, which we understood and accepted without complaint. However, we were taken aback by the manner in which this was communicated. I recognise these are challenging times, and having worked in healthcare myself for many years, I understand the pressures involved. Nevertheless, I believe professional standards should be maintained regardless of stress levels, particularly when interacting with vulnerable individuals. Reception roles carry a responsibility to uphold professional conduct and to treat all patients with courtesy and compassion.
Jamie F.