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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for Kenninghall Surgery:

3

Appalling attitudes from reception staff

Firstly I would like to say there have never been any issues with the doctors and their nurses. I would like the surgery manager to know that as a family we have had issues with the receptionists mainly from Kenninghall surgery with their rudeness and attitudes. My son was in the midst of moving and my grandson was refused his soya milk as neither surgery took liability until I spoke to Dr Hazel who sorted the situation immediately. My daughter in law had an emergency appointment, seen by the nurse and asked to see the doctor next day but as she was in the process of moving was told by a Kenninghall receptionist on 1st Dec 2020 that had she realised that she was moving would have not accepted a request for an appointment, where is the empathy for patients? On another occasion again Kenninghall I desperately needed to see a dr, I was sobbing down the phone and they gave an appointment for the following day which I really couldn’t wait for, eventually I spoke to east harling who assisted by getting someone to call me. Finally my husband registered with Kenninghall to find that it hadn’t been processed when he requested an appointment. This last year has been horrendous with the receptionists, having to constantly fight to see a dr. I realise there is pressure daily as I myself work at the hospital on clinics but there is absolutely no need to speak rudely, aggressively and in an appropriate attitude to patients. On entering both surgeries it is clearly advertised that abuse, verbal, physical, aggressive, offensive, intimidatory or disrespectful behaviour will not be tolerated, however I feel that this should surely work both ways? To lessen the chances some empathy from reception staff should be used then these issues would not occur.