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St Paul's Cottage Surgery
2016-03-11
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Written by a patient
Written by a patient 11th March 2016
Received a very unfriendly service by reception staff today. Had received 2 wrong prescriptions over the last 3 days and after pharmacy had called them to say what they need I went there today to collect my prescription which they couldn't find. Senior receptionist was very aggressive when I pointed out if she please could look up on her system what I as I didn't want to disclose in front of other patients what my medication was. I don't want to be shouted at in a surgery reception just because I feel unwell and didn't understand all she's asking and still needed my prescription urgently
18th April 2016
Response from St Paul's Cottage Surgery
Dear Patient, Sorry that you received unfriendly service from us on this occasion. I have spoken to the receptionist concerned; she is very sorry that you felt she was aggressive and apologises wholeheartedly. I also take on board your concerns regarding overheard discussions at the reception desk, with other patients listening in to conversations about medications, etc. We have discussed this as a team and I have re-emphasised the need for absolute discretion when talking to patients at reception. From now on, in a similar situation, we will ask the patient to write down their medication or print it off for the patient to agree. Please accept my apologies on behalf of the surgery and please do let me know personally if you have any further problems with our service and I will do my best to put them right. Yours sincerely Sheamus Stack Practice Manager St Paul’s Cottage Surgery 0203 092 2556