Dr Elizabeth Caswell 2022-07-17 Person 1 5 0

I have been a patient at the practice since the beginning of Covid and I have always been satisfied of the service I have received so far. I had a few phone consultations and the doctors have always been very helpful and polite. I was very satisfied overall until a few weeks ago when I got an appointment at the surgery for my daughter who had been feverish for 2 days. The surgery itself looks grim, there are a few odd chairs scattered along the walls and the reception desk is right in the middle of the waiting room, which means all the patients will be able to listen to every information you give the receptionist, absolutely no privacy at all. The receptionist herself is incredibly rude and contemptuous. During the hour I was waiting there, I have seen her talk down to most of the patients who entered the surgery. When my turn finally came, the doctor, Mrs Caswell, did not even apologize for being 45 min late. I explained my daughter’s symptoms and tried to answer her questions the best I could. I made her repeat herself a few times as I have hearing problems and need to lip read to be able to understand properly. Mrs Caswell was wearing a mask which made it quite difficult for me. I could see her getting increasingly irritated as time went on. At the end of the consultation, she asked me to go back to the waiting room while she wrote the referral letter for the hospital. I went back to the waiting room but I was feeling stressed for my daughter and unsure if Mrs Caswell had asked me to go to Stock Mandeville or Wycombe Hospital. In doubt, I went back to knock at her door which made her absolutely furious. She stormed out of the room, screaming “I asked you to wait outside!”, she went to pick up some paper for her printer and handed me the referral. She was enraged at that stage and when I asked which hospital I needed to go to she screamed “You need to go to the PDU”, all of that happening in front of all the other patients there and my two young children. This has been a very distressing experience for me, I have never been treated this way before and I sure did not expect this from a doctor! I have tried to change surgery but I need to wait until my daughter is 5. I dread needing to go back there and risking to see this doctor again.