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Care Opinion

Rude Receptionist

Posted By festivitybp88

"Rude Receptionist"

About: General Practices in Grampian

(as a service user),

After phoning multiple times trying to get through to the GP practice, I finally managed to speak to the receptionist. I found them extremely rude.  I know they are busy, but their tone and language was awful. Reluctantly they offered me an appointment for bloods, but failed to tell me it would be in the hospital ward.

Fast forward a week, I arrived at the GP practice for my appointment.  There was a long queue, only be told my appointment was in the hospital ward.  I went over to the ward, and of course they told me I missed my appointment and to phone the GP practice and book again....so I phoned from my car and spoke to the  receptionist again who scolded me for missing the appointment, then offered me another.

I feel frustrated, taking time off work to attend appointments is difficult, dealing with a rude receptionist is challenging and puts me off having to call again. 

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 7 months ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 12/09/2023 at 19:07
Published on Care Opinion at 19:07

picture of Kirsten Dickson

Dear festivitybp88,

Sorry to hear you have had such a poor experience when trying to get help from the GP practice and I can understand how frustrating the miscommunication around the location of the bloods appointment must have been. Our days are busy enough without having to repeat appointments.

Unfortunately the response I can provide is limited as most of the GP Practices in Grampian are independently run and aren’t registered to respond to feedback received via Care Opinion. They don’t routinely access the feedback either so the practice won’t see this without it going straight to them.

If you don’t feel comfortable forwarding your feedback to them I can forward your story anonymously, but I’d need you to share the practice name with me directly. If you’d like me to do that I can be contacted on email: kirsten.dickson@nhs.scot or by text/phone: 07885720267. Help is also available to share your concerns with the GP Practice from the Patient Advice and Support Service (PASS). PASS are an independent service offering free and confidential advice and they can be contacted on 0800 917 2127, or for more information please go to www.patientadvicescotland.org.uk

Take care,

Kirsten

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