"Rude receptionists at walk-in"

About: Charing Cross Hospital

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After having been told by the GP staff in the morning to come back to pick up my signed prescription in the afternoon, I was met by insensitive reception staff at the walk-in clinic. I was told it was my fault my prescription wasn't there and that I should have stayed to get it signed when I had been in earlier (the doctor would have taken ages to sign it as he had patients and wanted to go through my medical history before signing it as it was a new doctor) and that I should go to Hammersmith hospital (miles out of the way!) to get a new prescription. I asked if the doctor or any GP staff were there to ask where the prescriptions were, they then told me GP hours finished at 1pm hence why no one was in (it would have been useful to have been told this earlier and warned of magical disappearing prescriptions). I told them it's not urgent and asked if I came in another day would I be able to just pick it up then; the receptionists then told me I would probably have to book another appointment to get a new prescription (what would happen with the one that is waiting in a box somewhere?!). I haven't put it across very well in this paragraph however I felt like the reception staff were very confrontational and pretty much told me it was my fault my prescription wasn't there. This attitude has really upset me and I felt like I had been ganged up on and made to feel like a nuisance to everyone involved. My prescription could have been for anything for all they know, and I could have any kind of problem, mental or physical, so a little sensitivity wouldn't go amiss rather than defensive and confrontational from the start. Today has been a massive waste of my time, especially if I have to book a new appointment to get a new prescription, and has made me feel rubbish. Thanks!

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Responses

Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is concerned to read your review and we apologise for the experience that you have reported with regard to the to the GP run Walk In centre at Charing Cross. Your comments have been forwarded to the practice and service mangers of this community facility. If you would like to provide your details and receive a response please contact PALS at Imperial who will faciliate this: pals@imperial.nhs.uk

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