Northdown Surgery 2023-11-06 Person 2 5 0

I suffer with PTSD which is triggered by confrontation and currently have a suspected urine infection which needs urgent attention before it worsens. I was asked to supply a urine sample and went to the surgery to give the said sample at around 6pm. After I finished the sample I took it back to to reception in the sealed bag. The blonde receptionist started to arrogantly tell me she would not take it as it was not the next day. She was angry and extremely rude and triggered my anxiety to its limits. I am a Dt of Microbiology from Oxford University and know that if stored properly (in a fridge at 4°C) it the sample would be good for dipping tomorrow. I had no way of getting the sample to them in the morning due to other appointments for other conditions. The receptionist was getting angry and I did respond as I was treated. Your no abuse policy works both ways especially when the receptionist has no Microbiology training and has no idea of the patient’s medical problems. I left the sample with her and had to get out of the situation and need treatment or further instigation into the problem your policy could end up leading to a patient with no care and susceptible to sepsis. .

Teach your receptionists not to anger patients as they cannot see any further than a policy and suggest an amicable solution to help the patient care. Change your policy to be more flexible and make sure samples are stored correctly. Not everyone can get to the surgery whilst you are open.