I am coming to the realization that the Zero Tolerance Policy is being used against patients with the flimsiest of reasons. Today I attended my dentist and was ten minutes late. A loud receptionist informed the entire room, and needed to telephone the dentist to ask if she was still willing to see me. She made it sound like a desperate plea. The dentist agreed to see me after the patient currently being seen. Then the receptionist really got going. "Name, address, date of birth, do you pay, why not, what benefits do you claim? I need proof, it is not enough that I have previously seen the information. If you are refusing to answer you will not be able to see the dentist." All of this at full volume to the point that other patients moved back. When I protested at answering questions to private financial information I was told there is nowhere else. When I repeated that they already have this information; I was there just weeks ago and today's appointment is because a filling has broken up, I was told that I was being rude in refusing to answer her questions and she would ask the Practice Manager to speak to me.
I had been waiting about 15 minutes and was surprised to be called by the other woman sitting behind the reception desk. When I said I was waiting to see the practice manager she said, "I am the Practice Manager". So we went through the whole silly scene again. It was only when I managed to convince her by continuing to talk when she started talking over me that she realized telling me about their zero tolerance policy and that they could bar me from the practice was not going to stop me saying what needed to be said.
I was not attending for emergency treatment. I was not starting a new course of treatment. It was a follow up to previous treatment needing attention and did not require any forms to be signed or any questions to be asked.
She then went to speak to the dentist, who saw me and advised I make another appointment to deal with the problem. The dentist then went ahead of me to speak to the Practice Manager, saying, "I'll put it right". The Practice Manager still inists that I need to prove who I am at every visit and need to bring proof of benefits at every visit. My reading of the form that is required to be signed before receiving treatment is my declaration that I am who I claim to be and am in receipt of qualifying benefits. The documents I currently hold are valid for five years and have previously been shown at this Dental Surgery. They should have a record of this, even if the Data Protection Act does not allow them to take copies. The receptionist is required to tick a box that the documents have been seen, not that they have been seen on that specific date.
I believe I am due an apology but in view of the volume, tone and attitude used in the way I was spoken to today I won't even take the time to ask for one.
Are there others who have been treated like this with no justification? What can we do about it?
Cyril Wed 14-Dec-11 18:50:08
JessM Wed 14-Dec-11 19:48:09
kittylester Wed 14-Dec-11 21:58:52
jogginggirl Wed 14-Dec-11 21:59:04
glammanana Wed 14-Dec-11 22:20:12
gracesmum Wed 14-Dec-11 23:23:07
Cyril Thu 15-Dec-11 00:56:44
Faye Thu 15-Dec-11 01:45:49
Hunt Thu 15-Dec-11 09:14:23
JessM Thu 15-Dec-11 09:50:27
susiecb Thu 15-Dec-11 16:47:32
artygran Thu 15-Dec-11 17:07:26
Cyril Thu 15-Dec-11 18:05:09
Anne58 Thu 15-Dec-11 19:10:20
jeni Thu 15-Dec-11 19:42:56
Cyril Fri 16-Dec-11 16:18:00
Charlotta Fri 16-Dec-11 17:13:36