I was extremely disappointed by my…
I was extremely disappointed by my experience with Lou Hillier.
The appointment was her first visit to our practice, and unfortunately we were running approximately three minutes behind schedule due to circumstances beyond our control. Rather than showing understanding, she became confrontational and spoke aggressively to our receptionist, leaving her visibly upset and in tears.
When I personally came to explain the short delay and invite her into the surgery, I was met with further hostility. Instead of discussing the matter respectfully, she spoke to me in a belittling and disrespectful manner, criticised my ability to run my business, and demanded a refund of her £30 fee. During the conversation she raised her voice, interrupted repeatedly, and used language that I found inappropriate and unprofessional.
What I found most surprising was the lack of empathy, patience, and emotional control displayed by someone working in the field of psychology. Healthcare professionals understand that occasional short delays can occur, and I would have expected a far more respectful and understanding approach.
While everyone can have a bad day, the behaviour demonstrated during this interaction fell well below the standard of professionalism I would expect from any professional. The experience was upsetting for both myself and my staff.
