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Billingshurst Surgery 2023-01-27 Person 1 5 0

I requested an appointment with someone after I got the message 'to book a structured medication review' from the surgery. I had to wait a few weeks for this appointment, took a day off work as they only had around mid day. When I got to the appointment It was with a nurse, who said it was for the yearly diabetic review, which I'd had just a few months ago, so a wasted annual leave day! No apology for the wrong appointment or to try to get in to see the right person, the nurse was very hostile when I said what it was meant to be for, snapping that it wasn't down to her, she doesn't do admin in a nasty tone. Then the receptionist who insist we wear masks just stared at me when I was asking for the proper appointment and said I needed to remove the mask, giving horrid looks. It was very upsetting. I left in tears, not even sure if I am seeing the right person. The automatic reply from her was, well, just phone at 8am, even after I explained I start work at 6am and can't have my phone on at all during the day, and she just shrugged.

1. Given the correct appointment. 2. Release the appointments at different times on different days of the week. Not everyone is free at 8am. 3. Not be snappy and rude when it's a mistake by staff. 4, if you have physically upset a patient, be nice. You don't know what they are going through