Share review of Knowle House Surgery

Knowle House Surgery 2020-11-24 Person 3 5 0

PAfter having a mini stroke a medication change was required. A doctor called and it was agreed that said medication would be at the pharmacy to pick up next day. Pharmacy had not received the prescription so called reception at the surgery and a "token" for the medication was going to be issued. NOW the problem grows. Wrong medication requested by receptionist. I explained this token was wrong to reception and stated what medication and why prescribed and by which doctor and when. This had to be repeated at least 5 or 6 times as she clearly had her own agenda and I was an idiot! I explained I was a nurse and had even been a nurse prescriber and so did actually know what medication was prescribed. Another receptionist was summoned who typically treated me as an idiot who did not know what medications I had been prescribed. I suggested they sort it out and left. On way home a disgruntled receptionist called and after my explaining again twice was asked if I meant a completely different medication as "most patients don't know what they want". End call after my saying again don't call until sorted. Later my GP called to apologise as it had been messed up by the surgery but now corrected. However snotty message received stating my behaviour was un-respectful to nhs and a warning had been put on my notes. My reply is not repeatable! Receptionists here are normally good but the two I dealt with on that day are unhelpful and have a rather overinflated opinion of themselves and their role as stated believe all patients are stupid who font know what they need. Respectful nhs receptionists??????called practice management whose attitude is my staff are always in the right and that patients even if frustrated by poor service and overinflated egos of certain receptionists should not show it!!

Actually listen to.patients and realise frustration caused by arrogant receptionists will cause patients to become upset and angry. Tell a joke people laugh. Tell a sad story people get upset. All emotional responses. Get angry or frustrated when treated in a disregarding unrespectful way and show it, wrong! Would we accept that we cannot show any emotional response!! No.way. as a mental. Health nurse I would not suggest we should not show emotional response as suppression of emotions is harmful!