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Fitznells Manor Surgery 2019-04-09 Person 1 5 0

I can’t fault the medical staff but the practice manager and reception staff are very rude and dismissive. They can pick and choose who’d they like to help and it’s not the likes of me. After seeing my GP, I tried to make a straightforward appointment for my blood test and had only one person in front of me in the queue and no one behind me. The person in front of me must have had a complicated query but with only one receptionist on duty, I was duly ignored despite having two cranky toddlers in my arms. When I tried to speak up, I was ignored. After a while I left and was about to put my babies in their car seat when I thought I’d run in to check availability at reception. There was still no one to book me in. The receptionist helpfully told me that it’s not that she was refusing to book me in but that she couldn’t due to the practice’s first come, first serve policy. I hung around and left my phone number on a piece of paper asking if someone could book my appointment for me. As I work full time, I was worried that no one would call me back with an appointment so I went back in again and was still unable to make an appointment - this time being told that my children weren’t upset enough to warrant me being tended to straight away. When I complained to the practice manager, I was told that I wouldn’t like it if I was first in the queue and not helped because the person behind me had a straightforward query. As someone who knows what it’s like to wait in line whilst ill and to wait whilst nursing babies, where possible, I would let someone go in front of me if I knew I was going to take a while. They have no respect for patients and treat them like a nuisance. My concern here was that some patients get good service and some are treated appalling. Receptionists need training in unconscious bias.