Share review of Neath Hill Health Centre

Neath Hill Health Centre 2017-06-30 Person 2 5 0

I needed to see a doctor fairly urgently as a temporary resident as I live with my boyfriend but have to stay registered at my old doctors an hour away due to complex mental health issues. Normally going to my own doctors is not an issue but I went to the urgent care centre at MK hospital on Sunday and was told I had a completely perforated eardrum and to watch out for signs of infection. If I had any signs to straight away go and see a doctor. I am in a great deal of pain and cannot hear out of the affected ear at all so therefore could not drive to my own doctors. The receptionist was extremely rude and dismissive both to my boyfriend on the phone and then to us when we went in to fill out the temporary resident forms before being able to make an appointment. My boyfriend had gone online to the neath hill Health centre website and printed off a temporary resident form for me to fill out hoping it would save some time as well as a booklet on the services offered at the centre. The receptionist told us in a very accusing tone (and even checked with practice manager who also said it in a condescending tone which we overheard) that he did not get it from their website as they don't do those forms on there.... near enough her exact words! I checked myself after getting home and that exact form is on the website! The fact the practice manager even said he did not get it from the website in such a manner knowing she could be overheard is appalling and demonstrates a huge lack of knowledge of her practice and therefore shows lack of competency in her job role. The receptionist behaved as if it was a huge issue to search for my name on the system and seemed very put out when i didnt know my NHS number and very rudely asked if i had any other name i could be under as there were too many results and the practice manager who came over during this whole procedure was completely ignorant and dismissive even though she could hear the unacceptable way the receptionist was treating me. She seemed completely put out that i had caused her a bit of work. A further note... this was 8.15 in the morning.... there was no-one in the surgery and no-one calling either so it wasn't as if she was rushed off her feet or had a stressful day. I have been to see other doctors surgeries under temporary resident and have not been subjected to such rudeness or disregard before. As a young woman who suffers greatly from mental health issues, it was already causing me huge anxiety being in a place I did not know and being treated like I was completely in the wrong for seeking medical help from the local doctors just exacerbated my anxiety and made me feel very unwelcome and in The wrong. The way I was dealt with is inexcusable and should not be tolerated... people can not help becoming unwell and cannot necessarily make it back to their own doctors and they should not be penalised for that. Also the receptionists should be made aware they do not know what people are dealing with or what conditions patients might have and should bare this in mind when dealing with people. The doctor I saw was lovely and very helpful so I cannot fault the service I got from him.