"Calls for an appointment met with difficulties"

Calls for an appointment at Elizabeth Courtauld surgery meet with immediate difficulties because of the way receptionists to respond.

I sent information following a hospital admission. I was advised in writing to make a GP appointment via a telephone call. I put credit on my mobile phone and commenced the call in the afternoon. Waiting through automated messages took a long time; coronavirus information is essential however, this underlines the need for a profession process.

I simply said, I had called to make an appointment but was immediately informed, there were no more appointments today, I would "have to" call back in the morning. I said, I could make an appointment for another day. This met with argument, and I said, even in the following month. This met with contempt: well, it will definitely be next month, certainly not yet. I said I would accept any appointment (this seemed awkward; I asked if they could get appointments on the screen? ) I had to listen while the receptionist hummed. ( I wondered privately how things would go if I hummed. )

At last I was offered a GP call two weeks ahead and accepted. I sent details of this experience to the practice manager who said their interpretation of the recording was that I was treated calmly and politely! When I was a solicitor's PA/receptionist, I'd have been dismissed for similar behaviour. I think the team needs to shed their first line of defence mode, be impartial and reasonable. If a job role makes someone feel resentful, tempting them to be rude, then they must find something different.