However, on the other hand, the receptionist staff are unhelpful, judgemental and belittling - contradictory to what it says on the Simpson Centre website of âThe telephone will be answered promptly and courteously.â
After having the flu for 3 weeks now (and continuously using over the counter medication, showing no improvement) I thought that I would try to book a same day appointment. After calling 14 times, I finally got through to the appropriate person only to be questioned to the severity of my illness and continuously being asked if it was a medical emergency in a very judgemental tone. If I had a medical emergency, I wouldâve instead called the Emergency Services instead of my GP. I then asked for clarification about what is classified as an âemergencyâ appointment, to which the receptionist said was âan appointment that wasnât routine.â At this point I was quite upset and wanted to end the call. The receptionist then explained that this questioning and approach was âsurgery protocolâ and suggested that I should go to the minor injuries unit at the hospital - personally I view minor injuries for people who have suffered a physical injury and not an illness, therefore I was quite confused. Also, it left me questioning whether the âprotocolâ of the surgery would coincide with the well-being of their patients.
After ending the call, I attempted to book a âroutineâ appointment via the Simpson Centre automated system, under the slot of âthe next available appointment with any doctorâ and I was told that there were no appointments that met my requirements.
As of now, I still have no appointment and I am confused as to what my next steps are.
Personally, I believe that the receptionist staff would benefit from some training on improving their communication skills and empathy towards patients in their moment of need."
–Hannah W, 19th December 2018
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