"Shoutie receptionist in GP Clinic was humiliating"

Registered here a while ago due to moving back to area. I commute so wanted the ability to use the late advertised late GP Surgery hours - sadly this doesn't seem to be the case. One can get late nurses appointments but not GP unless it is a drop-in. Anyway,...the nurse who saw me for registration was wonderful; made me feel very comfortable and relaxed, was very personable and I really couldn't ask for better. The GP I late saw was obviously overworked but provided wonderful care and information; couldn't ask for better under the circumstances. Bravo to the medical teams indeed. However; there is a very open reception area. The receptionist I dealt with seemed to lack social discretion; which is most unfortunate in their line of work. After my GP appointment I went to the reception desk to book another appointment and they seemed to take it upon themself to try to work some kind of triage for this. Try as I might to simply book another convenient appointment they very loudly pressed me for further personal medical information. They only seemed content when it got to the point where they had me loudly describing, in some detail, the gynecological complaint I was hoping to make an appointment to see the GP about. Poor show! I do not expect someone I am trying to make an appointment with forcing me to basically run through the same consult I would have with a GP - in the middle of the reception area, while they shout questions at me. Please do not misunderstand me - I am a woman of little shame,..but some dignity please!

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Responses

Response from Upton Hospital

Hello,

Thank you for your posting and please accept my apologies for the delay in responding. It is disappointing to see that your experience was overshadowed by the approach of the receptionist. The Trust has recently conducted work around the way that staff interact with patients. I am sorry that you felt humiliated on this occasion and your privacy and dignity were not respected.I shall notify senior staff for review. If you wish to discuss any other aspects of your healthcare,please feel free to contact me directly. For future reference, if you wish to raise cncerns and remain anonymous, you could contact your local Healthwatch organisation for assistance. Details can be found on our website; www.berkshirehealthcare.nhs.uk

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcatre NHS Foundation Trust

Tel: 0118 9605027 e mail trevor.lyalle@berkshire.nhs.uk

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