Beechwood Surgery (Newport)
A
Anonymouse yesterday
Average
Subject: Formal complaint about reception staff and lack of support Dear Practice Manager, I am writing to express my disappointment and concern about the way I was treated at your GP practice today. I attended the surgery and showed the receptionist my share code. I was then told that a different code or document was required. I tried to explain that I had found the section showing my Right to Work status, but I was still unable to understand exactly what further information was needed. I asked for help navigating the relevant section on my phone. Instead of receiving clear assistance, I was repeatedly told where to go and what to press, with instructions given through the reception glass. As someone who was struggling to understand the English instructions, I found this experience extremely stressful. During this interaction, I explained that I was feeling unwell. I developed a headache and became dizzy, almost experiencing darkness in my vision. Despite telling the staff that I was unwell, I was not asked about my condition or offered appropriate assistance. I felt ignored, unsupported and very distressed. I eventually left the practice because I could no longer cope with the situation. I understand that reception staff have procedures to follow, but I believe patients should be treated with patience, dignity and compassion, particularly when they are unwell and experiencing language difficulties. I would like this incident to be reviewed and would appreciate a written response explaining how the practice intends to address my concerns and ensure that other patients do not experience similar treatment. Yours faithfully, A concerned patient
Annette f.