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Viewfield Medical Centre 2023-11-04 Person 1 5 0

I find most of the frontline staff are very rude, abrupt and authoritative and not very well informed/trained in customer care. It's not what you want or able to deal with when you are ill and this is your first line of contact. Recently our family on several occasions have encountered the female Advanced Nurse Practitioner who is extremely abrupt, rude, constantly interrupts and very authoritative. She was very unwilling to prescribe anything on the last consultation, made a wrong diagnosis despite me telling her that my hospital consultants treatment plan for my conditions should be in my records, she eventually prescribed but it was the wrong drug. My conditioned worsened and I had to try see a GP but had to go through her first and experience the same abrupt, authoritative manner. Disgusting patient care when you are ill and know your own conditions better than any nurse who hasn't a clue on your complex conditions - top consultants are still trying to figure out my conditions but no, she knows better. This same Advanced Nurse Practitioner prescribed a drug for one of my very elderly family members who eventually had to have a home visit from a GP as she was so ill and the drug she prescribed should never have been prescribed as my family member has a heart condition. Scares me that this is the level of care at this practice and having to endure downright rude and abrupt frontline staff most of the time is disgusting, nothing short of vile when they are dealing with sick patients. My stress levels are already high due to family members health conditions and being a carer to two members of my family. This is not even considered despite it being marked on my records that I am a carer, absolutely zero empathy. If you try to explain your position or get upset, in my experience, there is no reaction, no empathy or help, even when on one occasion I was hyperventilating and had to go across to minor injuries for some help as 3 of the frontline staff just sat and watched me getting more and more distressed. They use and pull the Zero tolerance to abuse card if you are not happy (and not being abusive). AVOID this practice. Needless to say, our family changed practices.

Employ frontline staff that are better trained and have excellent customer care skills… When a patient has a complex condition it is essential all staff, nurses, doctors to an extent listen to the patient who knows their condition better and… staff should not be condescending and authoritative