The receptionist assumes it's a hoax call and hangs up

Image

Caption

Jon

As part of our End The Phone Call Nightmares campaign, Jon Hubbard tells us how inaccessible booking GP appointments is with a stammer.

Using the phone to make GP appointments for me or my daughters is a regular challenge, and something I've always feared as someone who stammers. One of our most feared words is our name — a word we can't avoid or switch! 

It's a familiar process when calling the clinic. You phone first thing in the morning, join a queuing system and try to book an appointment for that day. If you don't get one, you have to try again tomorrow.

I find that wait time in the phone queue mentally draining. The fear of having to speak increasing as you get closer to your turn, knowing that you only have one opportunity to get an appointment for your child who is ill. 

I've lost count of the amount of times it's got to my turn and I couldn't get a single word out. Because of the silence, the receptionist assumes it's a hoax call and puts the phone down on me. Twenty minutes wasted, but most importantly? I'm unable to get my daughter the care she needs, and I have to wait until the next day to try again. I feel like I've failed her. 

If I was to go into the GP with difficulties with sight or hearing, I'm sure they would be supportive. There doesn't seem to be that level of understanding for those who have difficulty speaking.

On other occasions, I've managed to say "Hi" when my turn in the queue comes round. They know someone is there. But I've been met with so many comments of frustration from the receptionist. I know they're busy, but they try to rush me, talk over me and this makes things so much worse. When I've blocked on my daughter's name in the past, they've laughed before and said things like "Forget her name, did you?" It's happened multiple times.

I did try to schedule appointments online, but with our clinic, you have to do it weeks in advance. You can't wait that long when your children are ill. I also drove to the GP once at opening time only to be told appointments had to be booked via the phone. I did complain via email but never received a response. 

I would like to see a better level of empathy for those who stammer. If I was to go into the GP with difficulties with sight or hearing, I'm sure they would be supportive. There doesn't seem to be that level of understanding for those who have difficulty speaking.

We need time, and to not feel rushed. Certainly not to be laughed at with jokes about forgetting our own child's name. That's really painful to hear.

I'd also like to see access to better online scheduling services, as this would really help.

Emergency call

I had a house fire a few years ago when there was a problem with our wood-burning stove. Panic ensued and due to the stress of the call, I possibly stammered the most I've ever done. I managed to say the word 'fire' quite easily, but as soon as the operator came on I was unable to say my name, and most importantly my address.

I felt useless, like a failure. At such a critical time when I NEEDED to speak, I just couldn't. But the operator was extremely understanding. She could tell I was struggling to speak because of my stammer and was calm, supportive, didn't rush me or talk over me and this really helped. I wish everyone was that supportive. 

Although the operator was fantastic, it made me realise that there is limited support for those who stammer when you need to call the emergency services — there certainly was at the time. 

The STAMMA website has some great information on services that people who struggle to speak can use. While it's great that services like this are available, they're not widely publicised. I'd love to see a nationwide campaign to promote these options.