To complain about this GP receptionist?

(66 Posts)
Ginghamcurtains Fri 22-Nov-13 20:29:50

Tell me if I am making a mountain out of a molehill please.

I went to see the GP today with DC (7 months) in tow. I checked myself in and found out that there was going to be a long wait, about 5 patients before me. I told the (nice) receptionist that I was going to pop out across the steet to the playground and she said that was fine and apologised for the long wait.

Outside at the car park, I went to the car, got DC dressed in her winter coat and hat whilst more cars arrived looking for space to park. I got some impatient looks from people in their cars thinking I was about to leave, one driver even swore at me when I hinted that I wasn't moving my car.

Anyhow, I closed the boot and walked across the street to the playground.

Suddenly a women got out of her car and shouted across the street asking if I was seeing the GP or not. I didn't feel like shouting back and anyway it was none of that woman's business really. So I turned around and ignored her. Next I know she shouts my name "mrs Ginghamcurtains" in a school master voice, "a you or aren't you seeing the GP". I recognised that this was other GP receptionist. I mumbled something about waiting to see the Gp. She went off in a huff saying that she needed to park her car implying that she needed the space my car was parked in.

Aibu to feel really put out that she used my name which she only knows because I am a patient to shout across the street at me because she needed a parking space? I thought this was really rude and i am considering complaining about her. Would you?

I am however worried that if I complain she will make me pay for it when I call for appointments in the future. confused

bimbabirba Fri 22-Nov-13 22:13:17

How do you know the receptionist wanted to nick your car park space anyway? I bet she was just trying to find out if you'd be returning for your appointment!

SirChenjin Fri 22-Nov-13 22:11:38

There are about 4000 people registered, with 4 GPs and associated NMAHP staff. It's a wonderful surgery, can't rate it highly enough smile

Ziggyzoom Fri 22-Nov-13 22:09:25

I get the feeling that this GP's practice has a problem with people using the car park to visit the park over the road. It probably drives the staff mad. She clearly suspected that this was what you were doing and I suspect that you knew this. By not responding the first time you have raised her levels of irritation and I think you need to take some responsibility for that, and put it down to experience.

Sidge Fri 22-Nov-13 22:05:32

SirChenjin you must be with a really small practice!

Where I work if I went out to the waiting room and called for Bob, or Shirley, or Ethan, I'd potentially have half a dozen people standing up!

We might have 10 clinical practitioners calling patients - the potential for confusion is enormous!

SirChenjin Fri 22-Nov-13 21:57:01

In our the GP comes out and calls you in by your first name only.

What the OP is describing though is very different - her name was called out in an non-NHS public area on a non-NHS matter, linking her to that particular GP.

MyPrettyToes Fri 22-Nov-13 21:55:44

For what it's worth OP, I get it. YANBU overall, although I think complaining would have been a bit OTT. If she had come over to you and asked you politely if you were seeing the GP then your reaction would have been unreasonable.

I never, ever respond to anyone who shouts at me. I ignore them. Always.

bimbabirba Fri 22-Nov-13 21:55:02

Receptionists call people by name and it's not confidential information nor abuse of power to use it if they see you outside side of surgery

tudorqueen Fri 22-Nov-13 21:48:55

Whilst we all know keeping patient information confidential is vitally important (we even have a Code of Confidentiality in the NHS) - in practice, when there are a number of patients in the waiting room, how else are the GPs/nurses going to know who to call in for their appointment? Also, in most communities, especially fairly small ones, people will know your name anyway. I know most of the patients in my practice from living in the same village. She was rude and I wouldn't like any of my receptionists shouting to a patient, but then it works both ways. I also don't like anyone who uses my practice carpark for shopping either!!

Bowlersarm Fri 22-Nov-13 21:45:58

Why shouldn't your name be linked to a GP?

SirChenjin Fri 22-Nov-13 21:43:00

franking the envelope with the surgery name for correspondence

Our surgery doesn't do this - all correspondence is via a plain, white, handwritten envelope.

I'm with you Caraboas - your name should not be linked to a GP, it's a breach of data protection.

LCHammer Fri 22-Nov-13 21:39:38

Doctors could also be known by their GMC number only. A third party could put the two together. The third party could be the GP receptionist. Now that would be power.

LCHammer Fri 22-Nov-13 21:38:23

Carabaos - do you mean tickets like you get in Clarkes or the fish counter in Morrisons?

LCHammer Fri 22-Nov-13 21:36:42

Well done OP for accepting that it's not worth the hassle for anyone concerned. Enjoy your weekend and get better.

Ginghamcurtains Fri 22-Nov-13 21:31:54

grin sir

carabos Fri 22-Nov-13 21:31:34

See, my take on the confidentiality thing is that nobody should publicise your name at all at the docs. It drives me nuts that they put the names on the marquee thing - strictly speaking, no doctor can even confirm to anyone that someone is as much as registered with them let alone give out their names to a waiting room full of random strangers. And no, I didn't give permission for that by default by the fact of being there. It's IMO a MASSIVE breach of confidentiality and there's no excuse for it. Give out the NHS number ffs or a cloakroom ticket angry. And don't get me started on franking the envelope with the surgery name for correspondence. Who thought that was ok?

SirChenjin Fri 22-Nov-13 21:30:23

Agree with both points there, but remember to cut her some slack - she is a GP receptionist and therefore truly believes she is God wink grin

Ginghamcurtains Fri 22-Nov-13 21:25:23

Anyways, thank you all for your candid responses.

I have decided not to make a formal complaint as it's not worth the hassle and could turn her against me when making future appointments.

But I do think she should have been more polite and less bossy. Fwiw.

Ginghamcurtains Fri 22-Nov-13 21:21:23

Gordy, yep you're probably right. However, I reiterate that there was no need to bark at me. I am a patient after all. For all she knew I could have been feeling quite delicate rather than jut bone tired.

gordyslovesheep Fri 22-Nov-13 21:18:12

she probably thought you had seen the Dr and when now taking your child to the park - and she needed the space, which is for patients and staff at the Dr's. I don't think she was rude to ask you if you still needed the space

Ginghamcurtains Fri 22-Nov-13 21:15:53

kincky, she was working. Trying to find parking to return to her post at the reception.

CoffeeTea103 Fri 22-Nov-13 21:15:44

Yabu, get over it. There are real issues in life to get bothered about, this isn't one of them. She did not put your life in danger by using your name publicly. If a colleague, teacher, acquaintance used your name acquired would you be making complaints all over the place?

SirChenjin Fri 22-Nov-13 21:15:01

You asked if you were making a mountain out of a molehill Op?

Some of us think no, some think yes.

The joys of AIBU! grin

BobaFetaCheese Fri 22-Nov-13 21:14:57

I think you're making a mountain out of a molehill.

'She got out of her car'
^ does thatmean she wasnt at work when you went in for your appointment first time around/the times you came back in to check on progress?

Ginghamcurtains Fri 22-Nov-13 21:13:56

But I didn't recognise her before she called me by my name.i thought Shen was just a grumpy old hag / cheeky mare and thus ignored her.

Once she called my name, I looked against saw it was the receptionist.

Bowlersarm Fri 22-Nov-13 21:12:32

You asked if you were making a mountain out of a molehill Op?

Yes.

(Although doctors surgeries, especially with a young child in tow is a stressful business, so your experience may look distorted)

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