The Family Practice
IK
Ian K. 2 years ago • From Google
Bad
I recently received a letter from the surgery manager that essentially blamed the phone staff's emotional response to my assertive communication when they were hindering my care. I have rights to my own healthcare. After providing feedback, the manager suggested I contact her. Subsequently, I got another vague letter claiming I upset a staff member who felt offended by my observation that some employees seem insecure and unsuited to their roles. The manager said she felt threatened by my loud speaking (a result of medication-induced hearing issues). This reflects the modern "victim mentality" where people want the world to accommodate them instead of managing their own emotions. After speaking with the manager, I realized the core issue was her - her attitude mirrored the problematic receptionist's. Contacting the surgery had become so stressful that it filled me with dread - this isn't a pathway to care, but to mistreatment. As long as this manager maintains her toxic approach, the practice won't improve. I'm leaving the Cotham family practice for a more professional surgery with properly trained staff who view patients as partners, not adversaries. Despite multiple opportunities to file complaints, I had previously been swayed by management's empty promises. This new manager seems professionally incompetent, generalizing unprofessionally without specific timelines. Her letter felt threatening, which is especially inappropriate given my complex PTSD, potentially violating disability accommodation laws. Dr. Rush contributed to these issues by instructing me to inform reception about urgent matters without properly flagging my file, causing repeated communication breakdowns. The distress caused by these untrained staff during my end-of-life journey is inexcusable. Bad management breeds bad staff - it's tragic how a few individuals can undermine an entire organization's good work. Changing GP surgeries mid-cancer treatment is devastating. I will definitely pursue a comprehensive PALS complaint. I cannot recommend this practice, primarily due to certain reception staff and management who treat healthcare like a soulless corporation, stripped of human compassion. With lung cancer and pulmonary fibrosis complicating my treatment, I expect continued neglect. My recommendation: hire staff with genuine moral integrity.
M. R.