"Elderly patient's treatment at clinic "

About: NHS Greater Glasgow & Clyde

(as a relative),

On arrival, I asked for a wheelchair at reception of my mother's Health Centre and found the receptionist extremely helpful as she requested another member of staff to bring the wheelchair from locked area. He also was courteous, polite and helpful. Could not fault this.

However, with my mother in a wheelchair and approaching the GP reception, I found this reception area poor. Not the staff, but the position of the staff means that a person in a wheelchair cannot see the receptionist sitting behind a higher counter area and a computer screen and therefore it is not accessible.

A disabled person in a wheelchair should not feel different to other people. My mother should be able to speak to the receptionist and not rely on a carer to be seen as we approach the desk. There is no way she could have eye contact with the receptionist. I feel this is discriminatory and unless the receptionist sits at the lower counter on a regular basis on a constant basis, other people in wheelchairs could be overlooked. Not every person will bring a carer with them.

I probably wouldn't have pointed this out had it not been for the following experience. On being called to the doctor's surgery, I was surprised by the lack of courtesy of the doctor who attended to her. As a patient, I have felt vulnerable myself at appointments but as a carer, I am able to be objective and witness the incident without it being too personal to me. I think the doctor was off hand, verging on rude. No greeting. The doctor already had the spray gas canister in hand and gloves on. "is it a wart?" my mother was asked.

My mother said no, and pointed to the areas she was concerned with. She was not examined or observed but treatment immediately started to freeze parts of her face and she was told just telling her to close her eyes. Little or no reassurance. On asking for the creams she had been prescribed at a hospital appointment and showing a paper copy of this, the doctor's reaction was to tell her she didn't need these in an accusatory manner. How does a patient know this if they have been prescribed these together in the past?

The doctor was rude and I frankly wanted out of there as soon as possible. I didn't want the doctor to hold the door for me as I pushed the chair out as this meant I had to thank them which I did.

I was heartened when I returned the chair to the member of staff at the front reception who was polite, charming and worth praising.

I have to admit that the professional doctor needs to take lessons on manner from the reception staff. Sadly I think the doctor has probably got away with this attitude for years. I did witness the doctor previously on a home visit. I thought this was a one off but now I realise why my parents dread any appointment.

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