The Arundel Surgery 2024-05-02 Person 3 5 0

Without doubt, when I got to see a doctor I did feel really listened to and communicated with. It's not that the receptionists are discourteous and it may be that I am of a different era.I also understand the need for calls to be triaged. However when I am unwell, getting what feels like the third degree from someone who is not my doctor will, I think, always feel intrusive. On this occasion I felt like I was not wanted nor entitled to speak to the appropriate person. Having fallen head to toe down our staircase and blue lighted to St Richards several weeks earlier I don't think it unreasonable to be able to quickly get a face to face appointment

Having got the person's name, could their notes be quickly pulled up to assess the likely urgency? Then could the receptionist listen carefully, so that someone isn't left they don't matter? If it helps I would suggest a book and courses called Time To Think by Nancy Kline who is a world leading authority on the subject of listening. As s he and I work together sometimes I have several copies of the book of this name and would happily donate a couple of copies to the practice. I do hope this is helpful.