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Longcroft Clinic
2021-11-18
Person
2
5
0
18th November 2021
Total difficulty in getting through. Online form not working as too busy and told to try again following day. Had to resort to contacting 111 as it was urgent and 111 contacted the surgery requesting that I be contacted. Didn't happen. So back to phoning. When I was eventually able to get through the receptionist was unbelievably rude. Her attitude left a lot to be desired and even though I explained how important it was to be seen by a GP in person she was patronising and belligerent and told me to go to A & E! I eventually saw the GP who told me I was correct in insisting that I saw them and was immediately referred to hospital. Once you get past this rude receptionist the GPs are brilliant but it is stressful just trying to get past this particular person who is letting the surgery down. You can understand why people do end up going to A & E as they cannot get through putting immense strain on the system. We are all busy and under stress but this behaviour is unacceptable.
Suggested improvements
Recruit receptionists that are empathetic to patients. They are not doctors and therefore should be reminded of that.