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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 Northgate Hospital:

1

Patronising Receptionist

I arrived early at the Resource Centre on the Northgate hospital site. I had to wait to be seen as a member of the reception staff was chatting, which I found annoying. It's very nerve wracking attending a mental health hospital appointment and an efficient supportive service is what you hope for. When I was seen, she said that she had no note of my appointment. I was asked to be seated and told she would check the system. A few minutes later she came over and asked a series of patronising questions, which I felt played on stereotypes of people with mental ill health. Firstly she asked if I had forgotten the appointment - I had a letter with me so clearly not. She then asked if was sure the appointment was today - again, I had a letter and had written it down in my diary. She then searched the system again and found a letter against my file which said the appointment had been cancelled. She came over, sat next to me, tilted her head (which I found very aggravating) and said that when a new Dr was in post I would get a letter notifying me of a new appointment. She then asked if I worked - I am a full time manager at a local authority, so I found this assumption based on a lazy stereotype both offensive and ignorant. I explained that I had not received the letter and she said I must have as it was on the system. I left the Resource centre in tears, and had to take the day off work because her approach had triggered my anxiety and caused me to be so upset I was unable to go to work in a busy office. I appreciate that she potentially sees a whole range of people in a day, and that she thought she was well meaning. However, she was patronising, unsupportive and upset me. Her questions were based on out of date stereotypes of adults with mental ill health. Her questioning of my memory and recollection made me feel as though I was crazy, even though I had turned up on time for an appointment I thought was still in place. Her assumption I was not in work offended me a great deal. It is clear that she sees service users as incapable, and I wanted to both show her my Masters degree certificate and point to the team of 9 that I manage.