Bosvena Health - Stillmoor House
BE
Bryony E. 2 years ago • From Google
Bad
The receptionist was incredibly unprofessional. Initially, she embarrassed me by laughing while I was collecting a 24h urine sample bottle in front of everyone at the surgery, handing it over without a bag, completely exposing my sample with zero regard for patient privacy. When I dropped off the sample, I asked if the label was correct, pointing out discrepancies. She assured me everything was fine. Upon checking my results, I discovered the sample was rejected due to incorrect labeling. This isn't the first instance where I haven't been notified of an error. I called the surgery to request a new 24h bottle, knowing they don't stock them on-site, as I have an upcoming doctor's appointment. The receptionist was dismissive, telling me to restart the process through e-console and get a nurse's approval for a new bottle. She claimed she was "just a receptionist" and couldn't help, directing me to contact urology. I've never interacted with urology and have no idea how to reach them. It seems absurd to expect a patient to contact a department about their mislabeled sample and order a replacement. Shouldn't this have been handled already? Isn't this the surgery's responsibility? The system is incredibly inefficient. I ended the conversation feeling completely demoralized and disheartened. After four years of mustering courage to discuss my mental health, I now feel reluctant to return to the surgery. I was humiliated, degraded, and sent on a frustrating wild goose chase to order something that should be the surgery's task. The receptionist repeatedly emphasized her lack of clinical training. Surely ordering a plastic bottle doesn't require medical expertise. If receptionists are now primarily managing online interactions, perhaps they should receive training to become genuinely helpful instead of making patients feel completely dismissed.
John J.