Somerford Grove Practice
JS
Juliet S. 4 years ago • From Google
Bad
Firstly, I want to highlight the exceptional medical care I've received here, with doctors and nurses who have been incredibly polite, professional, and supportive, providing excellent follow-up care. During my previous two visits, the reception staff were equally professional and helpful. However, my most recent appointment has dramatically altered my perception of the practice, solely due to an extremely rude and inappropriate receptionist. Previously, during COVID, entry was only possible by ringing the front doorbell, which I understood as a measure to minimize potential exposure in the waiting area. I now realize this policy has changed, but having not visited recently, I followed the previous protocol by ringing and holding the bell as instructed. The receptionist's response was aggressive and hostile: 'DON'T DO THAT. THE DOOR IS OPEN!' I attempted to apologize and explain that I was merely following prior instructions, but she continued to berate me loudly, shouting, 'AND PLEASE DON'T HOLD DOWN THE BUTTON LIKE THAT'. Feeling publicly humiliated, I decided to enter before further confrontation. As a polite, professional 40-year-old with dyslexia and ADHD, I found this interaction deeply inappropriate. Such treatment could be profoundly distressing for individuals with learning difficulties or neurodivergent conditions who are sincerely trying to follow instructions during a confusing time. While the nurse I saw was excellent, the entire experience was overshadowed by feeling belittled and condescended to, as if I were stupid for attempting to adhere to procedure. It is crucial, especially in a medical setting, that front-of-house staff do not discriminate against disabilities or neurodivergence, and avoid power plays that dismiss patient experiences. In my professional work, we consistently ensure such assumptions are never made. It's disappointing that this one interaction has tarnished the otherwise outstanding reputation of the practice. Though it might seem trivial, such interactions can transform already anxiety-inducing medical visits from supportive experiences to potentially traumatic encounters.
Jenny S.