Cowes Medical Centre
GD
Ginny D. 2 years ago • From Google
Bad
I was deeply troubled by witnessing how a member of the reception staff interacted with a patient ahead of me at the desk. The patient appeared visibly upset, having received inconsistent blood pressure measurements and was anxious about obtaining results from an emergency CT scan that seemed inaccessible through the system. She explained she was managing multiple health concerns and felt she urgently required a GP appointment, though she wanted to review her scan results beforehand. The manner in which this staff member handled the situation was concerning. The interaction came across as dismissive and confrontational rather than supportive. When the patient requested an appointment, she was directed to call at 8am for a telephone triage slot instead. The patient expressed frustration, noting she had attempted this approach previously but found herself far down the queue and had work commitments. Upon asking why an in-person GP consultation wasn't possible, the staff member's response escalated the situation further, ultimately suggesting she contact 111 instead. I remain upset by what I observed. It seemed inappropriate for someone in a reception role, who lacks clinical training, to make judgments about a patient's medical needs or communicate in such a manner through the reception window. The interaction appeared to lack compassion and raised concerns about whether this approach was suitable for a role involving public-facing patient contact.
Emma G.