Patients ‘lucky’ to have GP practice as others are ‘dire’
RETIRED RECEPTIONIST WHO HAS WORKED AT SEVERAL SURGERIES IN AREA NAMES THE ONE SHE THINKS IS BEST
A RETIRED GP receptionist who worked in several East Staffordshire surgeries has revealed the one she thinks is the best.
Val Hackett has shared how she has worked at surgeries across Burton and Derby as a locum receptionist – and found some were better than others.
She said that some were very pleasant, but, in others, she found herself feeling sorry for the patients as the receptionists were “rude” and the GPS were “unapproachable”.
In a letter to the Burton Mail, she revealed one practice, where she ended her career, was the best she had ever worked at.
Barton Family Practice, in Barton under Needwood, had the best appointment system she had seen and the practice was well managed, Val said.
She explained that she left her job as a GP practice manager in Derby in 2009 to pursue a career as a dance instructor.
In her letter, Val said: “This was a very successful move and most enjoyable. However, my dance classes were evening and weekends and I was at a loss what to do with my time during the day.
“So I decided to approach the Burton and Derby practice managers, offering my services as a locum receptionist. A win-win situation – I would have a job I enjoyed and the practices who decided to use my services would have an experienced receptionist, no training required.
“It worked really well. I was rarely without work – and I worked in a few pleasant practices. Unfortunately, other practices were dire. Rude receptionists, unapproachable GPS and I always felt so sorry for the patients. I feel we do not have the right to be rude. Patients are anxious and worried and if they are stressed there is usually a way to deal with this and calm them down.
“And of course we all choose to do the job we do. We can always look for other employment. Those practices shall remain nameless.
“But all of that is not my main reason for writing to the Burton Mail. The last practice I worked in was Barton Family Practice at Barton under Needwood. I have recently ended my working life – I suppose I have to say ‘retired.’
“Barton is the best practice I have ever had the pleasure of working in. The doctors are approachable, kind, extremely hard working, courteous and considerate. The practice is extremely well managed. The nursing and healthcare staff are, again, approachable, helpful and kind. The staff work as a complete team.
“Health care professionals, secretaries, clinical co-ordinators, administrators and reception staff care about each other and make patients and team members feel valued and cared for. “The appointments system is the best I have ever seen. Of course we all know that supply will never meet demand, but at Barton everyone does their utmost to accommodate those in need.
“Although the time is right for me to wind down, I will miss working with the best NHS team I have ever known.
“To those people registered as patients at Barton – believe me, you are very lucky.”
Barton Family Practice was in the news back in April last year when staff were subjected to increasing verbal abuse from patients.
It was forced to put a message on its Facebook page warning that it was operating a “zero tolerance” approach to aggressive, abusive and violent behaviour . The message said: “Please be assured that we will always do our best to help you, but we will not tolerate such behaviour.”
Rude receptionists, unapproachable GPS and I always felt so sorry for patients.
Val Hackett