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Care Opinion

Receptionist

Posted By Rainbow2022

"Receptionist"

About: Riverside Resource Centre

(as a service user),

I have had several dealings with the receptionist regarding my ADHD assessment. I feel their  manner is not nice at all!  they come over snappy and their tone of voice makes you feel like you’re a nuisance for even phoning.  I can handle it but I can’t imagine how someone very mentally ill would, it can take a lot for someone to make a phone call when ill.    The first time I phoned I put it down to they were just having a bad day.    The second time I spoke to them, they were even worse so it’s just not acceptable. Completely cut me off when trying to explain/answer their question. Answered another of her question and got told I’m putting you on hold so I can concentrate.     Eventually one of the other staff phoned me back but couldn’t answer my question because they were just covering for the regular staff who was on annual leave, they said the regular staff would get back to me but nobody has yet.  I’m too scared to phone back and deal with the reception again.  From reading the reviews on here it seems I’m not the only one who has had the same experience.  I understand it can be a stressful job but I work in health and social care and If I was to speak to patients like that then it wouldn’t be accepted.  Maybe some more training would be useful? 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde nearly 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 06/05/2022 at 13:18
Published on Care Opinion at 13:18

picture of Nicole McInally

Dear Rainbow2022

Thank you for getting in touch via Care Opinion. I would like to apologise for your experience at Riverside Resource Centre and that you have been made to feel like a nuisance when contacting the resource centre.

I will share you story with the Service Manager at Riverside Resource Centre so that this issue can be addressed. If you would like to discuss this further can you please telephone 0141 222 1430 and ask to speak to Tracy Buchanan.

Thank you for bringing this to our attention.

Kind Regards

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Rainbow2022 (a service user)

Thank you. I wouldn’t want the receptionist getting into trouble but maybe just need to consider how they speak to patients. I’ve read two similar reviews and another two on another website, so I don't think it's a one off.

Do you have an email for the ADHD team there? I’m looking to get an answer regarding my situation. I had asked the centre if I need to redo my whole adhd referral if I move to Ayrshire or whether I could stay on the Glasgow list if I kept my GP in Glasgow as I’ll be studying/working in Glasgow. Nobody phoned me back and I'm a bit nervous to deal with reception again.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde nearly 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 09/05/2022 at 16:24
Published on Care Opinion at 16:24

picture of Nicole McInally

Dear Rainbow2022

If you can email patientexperience@ggc.scot.nhs.uk with your person details and a contact telephone number I will ask the Service to contact you directly to discuss your queries. If you could include your Care Opinion username that would be helpful.

Thanks

Nicole

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Update posted by Rainbow2022 (a service user)

Hi Nicole

I’m hoping to speak to the service without speaking to the receptionist again. I emailed that contact recently but not heard anything yet. Is that still the best contact? Thank you

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 03/10/2022 at 11:08
Published on Care Opinion at 11:08

picture of Nicole McInally

Hi Rainbow2022

My apologies for the delay in responding, I have been on annual leave. Can you please email PatientExperience@ggc.scot.nhs.uk and I will deal with this immediately.

Thank you

Nicole

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Update posted by Rainbow2022 (a service user)

Hi Nicole

Thanks for getting back to me. I hope you enjoyed your annual leave 😊 I sent an email to that email address after the post however I didn’t put the capital letters so I don’t know if it got there, I didn’t receive anything to say it bounced back but I’ve now copy and pasted the address exactly how you’ve posted and resent the email. Just incase!

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 03/10/2022 at 15:51
Published on Care Opinion at 15:51

picture of Nicole McInally

Hi Rainbow2022

I have received your email and will forward this to the Service Manager responsible for Riverside Resource Centre.

Take Care

Nicole

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