Why are some people so unprofessional/unpleasant/unsympathetic?

[Earlybird]

I went to a private doctor last week, and had some tests done. I was told they would not call me with the results unless there was something which needed to be discussed. The nurse called yesterday, but I missed the call. I called back within 2 minutes, but was told she had already left for the day (at 2.30 in the afternoon!). To be fair, she did say in her message that she was leaving and I would not be able to reach her until today.

I called the office this morning, and was told the nurse is not in today - sick child - and that the office is "very shorthanded". I told the receptionist that I wanted to speak to someone as it was nervewracking to be called under the circumstances, and not be able to speak to someone about the results. Eventually the operator put me on the phone with nurse. I explained my situation/frustration and she simply said "Give me your name and number and I'll get back to you". I asked if I could possibly hold while she got the file as I am worried and anxious, but she refused. I said I was frustrated and upset about not being able to have the results, and that the way this has been handled is upsetting. She gave a condescending reply, dripping with attitude "I am trying to help you Madame". In addition to being concerned/worried, I am now angry.

Any advice?

not acceptable in NHS but private, you're paying, you're in charge! Have a moan deffo.

I'd call the doctor. He was the one that authorised the blood test. I would expect him to confirm results with you. Your paying for this privellege.

Ring the private hospital and ask for the consultants phone number (they'll give you his secretary's number).

Then ask to speak to the general manager.

Consultants and manager's irrespective of what the complaint is (or if they think it is valid or not), do not like complaints.

Depending on what kind of tests were done, you can speak to the radiology department for straight answers (if it was scan or x-ray), or blood tests/urine etc, you can ask to speak to the Path lab for results.

They probably ARE under pressure and short staffed. This is not really their fault - it is the fault of management not providing enough staff to do what needs to be done. Make it clear in your complaint to the manager that this is the problem.

Thanks very much for thoughts/suggestions.

Thankfully the results eventually given (by a very nice nurse) are nothing to worry about. But, I had 24 very anxious "OMG, what if...." hours. One of the most frustrating parts of it all was that the nurses didn't acknowledge or accept responsibility for the woeful handling at all - in fact, responded with attitude to my "this is unreasonable, and creates unecessary worry" comments. IMO, the episode was handled dismally.

My consultant for my recent breast cancer scare gave me his card with his mobile number on it and told me to ring him if I was worried about anything. I am very shocked that they would treat you like this when you are paying through the nose. Glad it was nothing though

can i just say though that legally the nurse may not of been allowed to tell yiu your results with out a drs permission.
im a radiographer and we are not allowed- by law - to tell people the results of their xrays/scans, even though we know what is wrong. we participate in a red dot system to show drs there is somethignt that needs attention, be it a break or growth for example, but we are not allowed to let on, it has to come from the dr. it can seem a bit riculus when the patient knows themselves they have broken their arm but we can say yes you have to them or we would be in big trouble.

i do know how worrying it can be from my own experience and it does sound as if the person you spoke to should have been more symapthetic and needs to work on their people skills a bit more.