Very rude receptionist New GP

[Brighton]

I am desperate for new GP because receptionist so rude and now Doctors unavailable.

I am disabled and registered blind . It used to be a very good surgery, the gardens, SE22

I been there for over 20 years.

There are so many disrespectful conversations had to tolerate from one receptionist in particular and her reluctance to listen to me and in fact shouting at me, very unnerving.

I cannot tolerate this each time contact the surgery, am sacred to now and then I get text message.

Any ideas much appreciated

[Alec1]

I would initially suggest you speak to the practice manager. If you are happy with all other aspects of the surgery, i.e. the GP's.

[sjsl]

Agree, they explain how to raise issues here https://www.thegardenssurgery.co.uk/complaints - hope you can sort it out.

[Sue]

There is one receptionist at The Gardens who from past posts on here seems to be renowned for her behaviour and attitude.

I can't understand how she is still in the job.

I changed my practice to The Gardens during lockdown, following a recommendation.

I have no issues with the GPs, or with getting appointments (for anything potentially serious, I have always got one very quickly, and for anything not serious I am happy to wait).

But my first visit there (the introductory session, or whatever it's called, with a nurse) nearly resulted in my turning round, going home, and registering somewhere else.

I rang the bell. Nobody came to the door. This went on for a very long time.

Eventually someone appeared, snapped at me "take a seat", and disappeared again. There was nobody else in the waiting room.

Stupid me. I sort of thought that she would say something like "Oh, you are a new patient, aren't you? Welcome! The nurse will see you soon, meantime please take a seat." But no.

Whilst I was waiting for my appointment, a very elderly woman on two sticks was kept outside ringing the bell for a very long time before the same receptionist eventually let her in. In retrospect, I'm not sure why I didn't just let her in myself.

When I was there for a subsequent appointment, one of the other receptionists had to retrieve some paperwork to give me, which she eventually found filed in two separate places rather than all together under my name.

When she mildly asked the first receptionist (the non door opening one) why she had not kept my papers together, she got the snapped reply "I'm doing my best."

Surely the practice manager, GPs and nurses must be aware of this? People have been posting on here about it for ages, as well. It is just not acceptable for someone in this kind of role.

I posted on here once before about this, and someone PMed me to say she had had similar experiences with one of the receptionists. She asked me to describe her, which I did, and it was clearly the same woman.

BTW in terms of communicating with the surgery, I have found they reply quite quickly to emails, if you are able to use email.

[Pugwash]

I have always had good reactions when contacting surgery - have been going there for many years and cannot find fault with any of the reception staff or GPs. Had an appointment last week for a check up and met the 'new' nurse who was very pleasant and helpful. Liz, the 'old' nurse who had been with the surgery for years had retired- at one stage I had to see her twice a week due to a serious allergic reaction which resulted in ulcers.

I did notice a 'new' receptionist in the admin office who I had seen before. Last few times visiting the surgery the door was open and no need to ring the bell.

[Sue]

They kept the door closed for some time for Covid reasons.

[i*Rate]

I have been attending The Garden Surgery for nearly twenty years and generally the doctors have given me great service and support - in spite of having to go through THAT receptionist. I think that this is the same one as referred to here and she seems have been allowed to get away with it for years now. A proper complaint to the surgery administrator would be the best option; I made a complaint about a mess up that the doctors made with one of my prescriptions this winter and got a formal apology. I must say though that recently THAT receptionist called me Sir for the first time, so maybe she's being retrained?

Sadly the wonderful Dr Cliffe has retired now, she was always there to give support in a thorough, mature way but now we have the 'new generation' but they are all good in their own way and I am grateful to all of them for the care. Cheers.

[HeadNun]

Brighton, don't throw the baby out with the bathwater - good GPs are like hen's teeth and if you have a lot of needs, which it sounds as if you do, then you should stay with the practice and with a GP you trust and who knows your history.

Instead, follow others' advice and complain about the receptionist. I'm sure there must have been complaints about her before, judging by this thread. It sounds exhausting, but you don't want to change GP only to discover your new practice is worse. I'm with DMC on Crystal Palace Road and don't rate them hugely, but they're all locums, so it's hard to tell.

[OutOfFocus]

I have had a number of unhelpful phone conversations; not quite rude enough to warrant a complaint. And may or may not be the same person.

I would add rhere is a fine line between telling me what I don't want to hear ( no appointments with Dr X) and being rude. I don't always find it easy to make that distinction.

In summary - I am pleased someone has a more specific topics to raise a complaint.