What happened to simple kindness?

Luckygirl I’m so sorry about what happened at the clinic. I know exactly how you feel. The first time I went to the dentist after DH died I had to check my details to make sure they were right (Health, meds, phone etc) and seeing his name as NOK made me burst into tears. Fortunately my lovely dentist was very kind.
Hugs and for you. Hope you feel better today.

I would report her. There’s absolutely no need...ever, for anyone to behave like that. Particularly in a hospital, and particularly at the moment....where there are so many vulnerable people. I’m tired of hearing stories like this. My own family seem to constantly experience rudeness in hospital settings. I’m thinking mainly of things like maternity appointments, and it always seems to be nobody’s working on receptions....never the medical staff.
You may not change this piece of work....but you’ll feel better?

This is awful, I’m angry & upset just reading about your experience.
Vile woman. I would definitely report her.

For you

Lucky girl hope you are feeling better today. It can’t have been pleasant but agree with your final sentence in that it must be extremely stressful being in the front line and as she didn’t know your circumstances perhaps she may have had something going on too.
No excuse for rudeness though. Have a good day today and hope all is well with your check.

That was a real rubbish thing to happen to you Lucky. Take comfort from the fact that there are far more kind people out there than the alternative. Trouble is the nasties attract more attention to themselves by their awfulness. We see it on here sometimes. I've been experiencing acts of kindness from neighbours, ex colleagues, family and friends in general so there's plenty of it out there. Hope the memory has subsided for you a bit now. ??

My DIL had a similar experience last year before pandemic. She was really upset after walking out of the clinic and back to the car. She told me one member of staff was very rude and impatient and insensitive with her. This wasn’t the first time this had happened but she said nothing the last time.

I was very annoyed about this my DIL had given birth to very premature twins who where fighting for life in special care.
I went into the clinic straight away and spoke to the surgery manager and the member of staff who upset my DIL. I was assured it would not happen again.

There is a code of practice in place unfortunately not all staff comply. Surgeries have signs up informing the public their staff will not tolerate abuse. The public don’t have put up with it either it works both ways. I hope you have a speedy recovery.

I don’t think some medical receptionists realise how important their role is. They are the first port of call for people who are already anxious about needing to see a doctor. My surgery has two receptionists and one of them is extremely rude. When I have to phone the surgery I feel my blood pressure shooting up as I make the call, in case she answers the phone.
Luckygirl?

Absolutely report this to the PALS team at your hospital. I have just retired from a 3 year spell of working at our hospital in an admin role that was non clinical and not 'patient facing'
Every one had to do an induction course of several hours, which included how to be sensitive to visitors to the hospital who may be distressed ( for whatever reason)
I am horrified that you were treated in this way. Breast Care clinic is an ordeal enough without this odious person on reception.
I hope you are ok.

I have mine written on a sticky label on the back of the phone. I also have a little star stuck on near the charger hole so that I don't pick the phone up the wrong way and decline a call by mistake. Probably not a good idea regarding security but saves a lot of grief!

How horrible for you. In these strange times we need people to be aware of all the stresses and worries we're going through. That person was insensitive and probably not suited to her job. I had to attend two hospital appointments over the last six months and what a contrast between two people. One was lovely and the other really perfunctory - no reassuring 'bedside manner' at all. It leaves a nasty taste doesn't it? Hope you're feeling better OP.

It's not as bad as your experience, Luckygirl, but I was once asked at the gynaecologist'when my last period was, although I had had a hysterectomy a couple of years previously. It could easily have been upsetting for another patient.

I think I even suggested that they put a coloured sticker on the outside of the file so that they didn't ask the wrong people the wrong questions.

It sounds like receptionists all need better training.

Have you told your daughters? I’d have been livid if someone had spoken to my mum like that. I’ve noticed over the last few years....that people in the lesser roles shall we say, so mainly receptionists, seem to take on the authority of their employer, and not in a nice way. I’ve seen it in schools, hospitals, hotels, etc. I don’t know who they think they are a lot of the time. I agree with posters who say to report this nasty woman. Hopefully she’ll lose her job and someone more deserving will get it.?

It's quite nasty to hope someone will lose their job disco.
A report leading to retraining and an improved attitude would be a good outcome.

I’m more worried about how nasty this woman was to Luckygirl. There are so many people out there struggling with jobs and money at the moment. It’s those I have compassion for.

What an awful experience Luckygirl. You have been through so much recently, you don't need this kind of attitude.

I worked as a ward clerk for the NHS for many years. Sounds like she could do with attending one of the NHS courses on dealing with the public. Calmness, patience and a smile can help most situations, I always found. Even when faced with an abusive person those 3 things worked. In your shoes I would write to the hospital. I know the NHS is under pressure but kindness costs nothing.

I feel for Lucky and feel she should report the incident. Please do not refer to people doing lesser jobs Disco, everyone's job is important and the hospital cannot function without them. That comment makes you sound as bad as the receptionist, it is snobbish and patronising.
I have had trouble with receptionists myself being rude, I just ask them to not take that tone with me. It has worked in most cases. I do not wish they would lose there jobs though.

I am so sorry you had to go through that kind of behaviour, how rude is she, unbelievable! I’d certainly report her to pals Luckygirl, and I hope you are ok now

This is so wrong. Front of house is a very important role and it sounds as though she is in the wrong job! I would definitely speak to someone or even write in to the personnel manager. I would be very surprised if complaints about her haven’t been received already. It is not acceptable.

May I just invite you to consider (with kindness?) the receptionist? There’s a consensus here that she was cruel, and from the OP’s account, that’s how it looks. But has anyone considered any of the following:
- She may have been forced to work in a patient-facing position in a hospital when she had a vulnerable Mum / child / spouse at home and she was permanently worried about taking the virus home.
- She may have spent a couple of hours before coming into work dealing with home-schooling kids who were being difficult.
- She may have been worrying about a family member or friend who was seriously ill with Covid.
- She may have just come back to work after the death of a loved one.
- She may have been at work on her day off because the hospital was short-staffed because of Covid.

People don’t generally set out to be unkind, but sometimes their own stress, grief or fear leads them to miss cues that extra kindness may be necessary. I worry that if we start to think “I’m entitled to kindness from others because of my circumstances” we may fail to think kindly of others.

Sorry, but she should be more professional than that, geekesse, especially if working in a hospital clinic.

Most people in most jobs have times when they ‘should be more professional’. This is a horrible, stressful time for everyone. Should everyone be sacked who has a bad day at work?

I`m sorry you had such an awfull experiance Luckygirl,but i would honestly have given her a mouthfull no holds barred.
I suggest you write a letter of complaint to the relevens sources and tell them exactly how you were treated.
Honestly,if that was me on reception i would have to hold back my tears on hearing the news about you`r dh.
There are some horrible people out there but thank goodness they are few and far between.
Hope your results come back fine Luckygirl.

geekesse

Most people in most jobs have times when they ‘should be more professional’. This is a horrible, stressful time for everyone. Should everyone be sacked who has a bad day at work?

I worked alongside receptionists that were unpleasant to patients. I was pleased when patients made official complaints because their unprofessional attitude made it difficult for the rest of us to work alongside them. However, we must all remember to thank people that do a good job as well.

geekesse

Most people in most jobs have times when they ‘should be more professional’. This is a horrible, stressful time for everyone. Should everyone be sacked who has a bad day at work?

No geekesse, they shouldn't be sacked. But they should be made aware that their attitude is neither acceptable nor professional and shouldn't happen again. If they are having personal difficulties, that are impacting their ability to perform their role properly, they need to get support from their line manager so that their own personal problems aren't projected onto patients who have come to them for help. That's why PALS needs to know about this incident; they can offer support to the receptionist if she's struggling and therefore perform her job more professionally.