Unsympathetic and lack of compassion

Summary: Unsympathetic and lack of compassion

I had an appointment today at 2:30 pm for my two year old daughter. When I arrived at the GP surgery, I attempted to check in using the self-service system, which showed the time as 2:36 pm. I fully appreciate that I was a few minutes late, and I am someone who is usually always on time for appointments. Unfortunately, due to being heavily pregnant and my daughter having an accident just before we left, we were delayed by circumstances beyond my control. I went straight to reception, where I was told that I would not be seen because I was 10 minutes late. I explained that the check-in system showed the time as 2:36 pm, but I was simply told that anyone arriving more than five minutes late would not be seen. What upset me most was the complete lack of compassion and empathy shown. I was visibly distressed, crying, out of breath from rushing, and carrying my toddler, yet there was no attempt to understand the situation or see whether any flexibility was possible. As someone who works within the NHS, I understand that policies exist and that appointment times are important. However, I would never expect a patient to be treated with such little empathy, particularly in these circumstances. I was left with no option but to leave without my daughter being seen, meaning she continues to struggle while we now have to wait for another appointment. I am deeply disappointed by the way we were treated and find the lack of compassion shown by the staff unacceptable.

2 July 2026