The Khattak Memorial Surgery
Written by a carer
13th November 2020
Having attended an appointment as a carer with my family member I was made to wait for an hour because the receptionist had checked me in as a ‘did not show’. This caused upset for the patient as he was made to sit and wait outside by the entrance - which during covid is understandable but not acceptable because of the receptionists mistake.
Ensure you check patients in correctly. If a patient has informed you they have an appointment and they are waiting for a significant amount of time following their appointment time maybe you could follow up and see why it’s taking so long. This could also help you manage your mistakes and rectify them and prevent reviews like this in the future. Your error resulted in not only a negative review for you but unnecessary distress and upset for your patient who is unwell. This also caused annoyance for me as the carer who also managed a full time job and had arranged an early appointment to ensure that I could manage my day. The actual appointment only lasted around 10 mins and the receptionists didn’t even have the audacity to apologise for their mistake. Instead the next day I had a second appointment and when I got the patient checked in and I confirmed whether it’s done properly the receptionist had an attitude. If the receptionist behaved like that towards me during my own appointment I would leave the surgery and report and complain through every possible channel because their behaviour is unacceptable. I understand the stress of the job but the receptionists need to maintain a good level of communication between the practice and the patient. They also need to remember that they are not the medics that are making a difference or trying to make a difference in the patients life, the least they can do is ensure that things run smoothly and mistakes are rectified. Also some patients like the feeling of pity when they are sick however this can have a negative impact on the patients health so rather than making the usual oh my asian sounds when the patient speaks about their health why not make positive sounds to at-least make the patient feel like there is some hope.