Would you complain? Very rude hospital receptionist

[theprincessthepea]

Background
I had a blood test that I couldn’t make. My midwife booked it for the early morning, with only 2 days notice and it clashed with the school run which I couldn’t get childcare for. This is the second time they’ve had to reschedule this blood test. I take full responsibility.

What happened?
Although I couldn’t make the blood test I decided to go into the hospital anyway. I was about 30 minutes late. I expected them not to see me, so I went in to rebook the appointment as whenever I have tried to book it via telephone or the app it didn’t work.

I mentioned this to the receptionist on the maternity unit. I told her I need to do the blood test but have to rebook it for a certain time.

She went ballistic. She told me that I shouldn’t be missing appointments and they will put a note on my record to show that I’m an incapable parent. She then hinted that because I’m of a “minority ethnic” group I’m more likely to get a social worker visit. And because I mentioned that I was doing the school run then rushed over to the hospital. She said they will look into my other child to find out why I can’t find alternative childcare.

She went on and on, this was an open reception. She had a come back for everything that I said, and despite me mentioning I was at the hospital with another midwife 2 days prior (who told me to reschedule with her department) she went on about how I was making up excuses in an aggressive tone.

I was so angry after that, I teared up on my way out and felt so angry.

Has anyone ever been spoken to like this? AIBU to want to write a letter to complain? What would you do?

@Wingedharpy and @KentishMama I had the exact same issue. This blood test was on my NHS file for Monday. I was in hospital for physio anyway so I decided 2 birds one stone, only for all of the midwives on the ward that I showed the appointment to, to have no idea what the appointment was about or where to send me.

I saw my midwife at the Gp surgery the same day who said she would reschedule the blood test, and then she messages me in the eve to tell me that she’s booked it for 7am on Wed (today). When I told her after 9 works with school run etc.

I then had a message to log onto another app which just didn’t work. It was easier for me to attend today to schedule my appointment than to call.

Plus I work! And although they are flexible it just means I’m playing catch up as I’ve had about 3 appointments within a 5 day period.

I appreciate the free healthcare. But the rude service is unnecessary.

Free at point of service doesn't mean it's free.

I image the people queuing behind you were rolling their eyes like me.

So you were booked for your appointment at 7am and were half an hour late because of the school run? But school doesn't start at 7?

I don't know why people are doubting the OP. I'm sorry to say i have worked in the NHS for 20 years, some of that front facing (ED reception) and i know unfortunately there are staff like this. Outwardly rude and racist. Luckily our trust handles these incidents well, but I know staff have got away with such bad behaviour in the past. Please complain to PALS. It will go through to her line manager as well as the Exec board unless people complain, nothing changes. I'm sorry that you were treated this way

From what you have said it would be worth telling PALS otherwise this behaviour won't be flagged up

A lot of these comments are so racist.

2 days notice of a blood test is not enough for a white person but apparently is more than enough notice for a BAME person.

Are you offering to take OP's dc to school?

Have a medal

@jojogoesbust thanks. I’ve realised people don’t believe sexism, ageism, racism and other forms of prejudice exist until they have seen it for themselves - which is sad.

@FatimaWhippedRed since you are curious I drive my child to school in the morning. The gates open at 8 but between 7 and 7.30 they provide a b/fast and homework service for those who need it.
No I will not post the name of my child’s school for you to double check. No it’s not a primary school. And yes every school has different opening times (shock).

Anyways the reason for my posting was because I was genuinely upset and it was about the behaviour as opposed to going into a full investigation on what happened. I’ve also managed to ask people in real life who have confirmed that I should complain.

Thanks all for the (kind) replies.

Wow, a white person disbelieving a BAME person, how novel

Your troll hunting is disgusting.

Mumsnet at its finest and there a lot of words I'd use to describe you @Huckleberries73 you utter low life.

I've never used the whole app system but my sister is in England and has. The app is frequently down so appointments can't be rescheduled that way. Instead she often had to ring if they clash and it's difficult to get through as they are often short staffed and dealing with people in person. She works toi so isn't eternally free to be on the phone trying to get through to them.

I would complain to PALS, she was a racist cow and deserves to be called out on it and some diversity training at the very least. I'd also make it clear to your midwife that you can't make appointments on certain days or times. At home though I'd discuss things with your partner. If you can't get childcare at such short notice (I would struggle too) then you need to work it out between you and that might mean them starting work late or having to take emergency leave if their work isn't flexible. If the blood test is a priority then a degree of flexibility is required on your part too.

Totally agree Sceptre