Stovell House Surgery 2015-09-21 Person 0 5 0

I just called at 15:00 on 21.09.15 as I am worried my grandmother Alzheimers - I asked the receptionist if she could confirm my grandmother is a patient if i gave her name and address, she rudely said no she cannot, she's not giving information out and i need the DOB if she was to help any further. I explained my grandmother lives 2.5hours away from me yet i am the closest relative so i cant look for papers confirming her DOB, my family do not have the exact date because she is a jehovahs witness so doesn't celebrate her birthday so its hard for us to know the exact date, i said approx July 1982/83. She put me on hold as i said i need someone to help me, after a few minutes a colleague answered the phone then realised i was on hold so put me back on hold again and the original receptionist came back on and took the name and address and asked if i needed to make her an appointment. I explained i would like to make a home visit and before i could explain why she interupts to say why is there a medical issue, I said yes, she can barely go to the shops to buy food anymore and the reason im calling is i believe she needs an assessment as im not 100% sure she could even remember where the surgery is and again before i could finish my sentence she interupted to tell me to call back in the morning, that way i can ask for a Doctor to call me back to discuss this as she doesnt know how to help. i asked if i could book the call back now and she said no. i asked why and she said because tomorrow they can organise it easier. i asked why i couldnt arrange a call back yet i could arrange an appointment, she stuttered and i couldnt listen anymore, i hung up. Unsure of her name but im sure she will remember how unhelpful she was during the call - please train on customer service, im glad it was me that called and not my grandmother!!! Very upset and angry that i was made to feel like a criminal at the start of the call and then like a number when im made to call back the next day. All im trying to do is help my grandmother who lives on her own and health seems to be declining, wish the receptionist had more understanding than talking to me like a robot. Ill be calling back tomorrow so i hope i receive a better service.