"My treatment at reception"

I went to the reception at St George Public Hospital to validate my parking ticket. I had been up in Ambulatory Care Unit to get supplies as I do my IV infusions at home. I didn’t have the card saying I had been up in ACU which reception needed to validate my ticket. I realised I didn’t have the card and I apologised and explained there was a porter waiting just down the corridor to bring my supplies to the car. The receptionist said that I always do this, you never have your card and I said yes, I’m sorry I forgot again, could you ring the ward for me. This is when they went on and on saying how I do this all the time and it’s ridiculous and they continued to roll their eyes and shake their head and saying this is not ok. Again repeating that I do this all the time, I felt continuing to disapprove of me. 

This complaint is not about whether they were right, indeed they were right. I should have had that ticket.  It’s about people forgetting to be kind. I said to the receptionist in a frustrated  voice, ‘I'm sorry but it’s just one phone call, I’m doing the best I can’… I’m a single parent, suffering from breast cancer, I use an electronic scooter, I have neurological issues (hence forgetting the card from the ward) I have two kids with additional needs and I am doing the best I can.

Then the other receptionist then said I need the correct paperwork in order for them to be able to validate my ticket in, I felt, a sharp voice. At this stage I felt completely downtrodden. I told them it was difficult for me to remember things as I have neurological issues. At that point I burst into tears and started sobbing. I felt they both showed indifference.

I have been collecting supplies for 15 years from ACU in St George hospital and I’ve known one of the receptionists on that desk to see for years too. When did policy and procedure seemingly become more important than human kindness. When there’s another way of doing things, there should always be flexibility and understanding. 

I believe the patients at St George hospital are often dealing with heavy burdens. I remember a time when we were seen for the human beings we are, sometimes messy, sick and struggling and dealing with the reality of living life with illnesses we never thought we’d have to deal with. 

Receiving a smile and some understanding, a kind word when we are forgetful, moving slowly or recovering from surgery  (myself,  recovering from a recent mastectomy) can make all the difference to our day. 

I will soon go in for my next surgery, and at the time of writing this I cried because I really was ‘doing the best I could’