RM

Rosie M. 3 years ago • From Google

Rating

Average

Rude receptionist ruins patient's medical experience

I went to my medical appointment this morning... I informed the receptionist about my appointment time, and when she inquired who I was seeing, I mentioned I was unsure. She asked if it was a Doctor or Nurse, and I again said I didn't know. Her response was to roll her eyes and tut dismissively. Incredibly discourteous... I was reluctant to disclose my specific procedure at the front desk, but it could have been performed by either a doctor or nurse. When the practice called to schedule the procedure, they didn't specify who I'd be seeing. I cannot comprehend the necessity of such unprofessional conduct. As a healthcare worker myself, I understand that patient interactions can be challenging, and any public-facing role can be tough - however, a simple smile and basic kindness makes a tremendous difference. (I noticed another receptionist was exceptionally friendly while booking other patients.) A year later, I want to update my previous comments and emphasize that the medical staff here are truly exceptional. The doctors are excellent, and the nurses are compassionate and caring. This practice is not problematic! This morning, I encountered another challenging interaction with a receptionist, but the Advance Nurse Practitioner who assisted me was absolutely wonderful - understanding, patient, and kind. She validated my concerns and immediately offered the necessary blood test referral. Receptionists must recognize that patients are individuals, who understand their own bodies and know when an issue is urgent or private. They should not be intimidating or dismissive. Yesterday, I was instructed to call this morning for a same-day appointment, but today was told such appointments are only for life-threatening situations - which, as the automated system states, would require emergency services. If urgent issues are neglected, they can escalate to critical status. In a genuine life-or-death scenario, no one could realistically wait through a medical practice's phone queue!

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