Unfriendly and Unhelpful

I'd really like the recording to be listened to that took place at 7.20am on the morning of 9th September from myself, Elizabeth van Dyk member no. 1***5. I was in chronic pain and completely alone as my husband died last year. I was terrified and didn't know what to do. My employee was coming at 8am so I was going to ask him to take me to Linksfield clinic. This turned out to be an acute appendicitis and I would have to have an emergency appendectomy at 64. I still wanted to do the right thing and, as a courtesy, called OnePlan. I can't remember much but I do know that the lady who handled this call was cold, unhelpful and dismissive. When I told her that I felt something had burst, she said "are you burned?" I don't know what I expected but some compassion and guidance would have done the trick. She just told me to do everything at the hospital. All went well and OnePlan have been brilliant since but this remains a hurtful memory. Carefully adding some training in compassion would be strongly recommended.