Dear Editor,

I recently attended a routine appointment at Pendeen Surgery. I used the check in screen, which was quick and efficient. I often hear grumbles in the waiting room about this check in process, but I think it allows a better use of staff resources, allowing the Receptionists to speak directly to patients when dealing with sensitive and more urgent issues.

Whilst waiting for my appointment, two consecutive patients behaved in what can only be described as appalling. One lady was irate because she was going on a long holiday and was shouting because the appointment system could not accommodate her needs. Another lady was aggressive and flounced away from the Receptionist (who was trying to help) all because an electronic prescription wasn’t where it should be. Neither of these issues were the fault of the Receptionist, yet she had to face and accept such awful behaviour.

The National Health Service is an amazing product of our democratic society, which we should all be very proud of. It was born out of a long held belief that good healthcare should be available to all regardless of wealth. Unfortunately the National Health Service Act does not show any boundaries for rude and obnoxious people, who think that they can talk to surgery receptionists in such an appalling way.

My parents always told me to treat people how you wish to be treated, but this seems to have escaped many people in our society. It is a shame that the staff at the surgery aren’t allowed to reciprocate the aggressive and nasty behaviour. However they are professional and endure this kind of abuse unnecessarily as part of their daily work.

The staff at Pendeen Surgery have always been efficient and professional and have helped my family and I in many ways over the last few years. I have nothing but praise for them but I would ask that people should think before they speak and realise that they too are human beings and that they deserve to be treated in a respectful manner.

Sarah Bainbridge

Ross-on-Wye