"Receptionists are not the politest or most helpful"

I called Bute House at about 11:23 today regarding a follow-up with my doctor. I have been experiencing severe skin issues and was given a steroid cream that hasn't worked. Last night, I was kept up with excruciating itching.

Previously, I contacted Bute House at the end of June and was helped immediately as it was a follow-up to an ongoing problem. My doctor knows about my issue. All I wanted was to let him know that the cream didn’t work and I’m suffering.

Unfortunately, my experience today was quite different. The receptionist who answered the phone was very dismissive and did not seem to take my situation seriously, unlike the last receptionist I spoke to. The previous receptionist left a message for the doctor, but today’s receptionist had no intention to help me.

What made this situation worse was the unprofessional conduct of the receptionist team. While I was on the phone, I heard giggling and laughing in the background. The receptionist answered the call mid-laugh, making me feel like I was intruding. It felt like she wanted to get me off the phone as quickly as possible without addressing my concerns.

I felt worthless, and I could barely hear the receptionist due to the chatter of her colleagues. My matter was not properly assisted, despite having a better experience just a month ago. Last time, the receptionist left a message for the doctor, who promptly called me back. That is all I wanted due to the excruciating itchiness and the unsightly appearance of my skin. I am suffering and the online service was not working this morning.

I hope this feedback is taken seriously, as my condition is causing significant distress and I need proper assistance.