Why aren’t doctor’s receptionists more discrete?

I've thought this over the years - though I'd say it often even worse in hospital settings.

HV used to hold their drop in session in section of GP waiting room - and DMum did question if asking me about contraceptive, sex life post baby and my mental health and really pushing me for answers in front of not just her but an entire waiting room of people was entirely appropriate - as they hadn't even check I was comfortable with set up.

Same with chemists here - teen DD had UTI - you can't just see a pharmacist now you have to book in and GP re-directs you there so no point trying them - and shop assistant was pushy about questions as needed them for booking form in a shop with people milling around waiting for perscriptions. I answered for teen DD but she of an age she she needs/wants to try doing these things herself. I asked if in future DD could ring or e-mail to book an apponitment -was met with bafflement couldn't see teen was not able to cope with their set up.

I think there a certian level of normalising it - well it's always been this way - what can we do - no one complains becuase they are used to it and what can they do and then everyone - staff and patients - tries to nagivate round the poor system set up.

Yes, same. Picked up a prescription recently and everyone in the pharmacy queue would have heard my name, date of birth, address, medication, that i pay for my prescriptions and when I'm going on holiday (as they didn't have all the tablets and wanted to know when I could come back/ if I'm going to be away). Hopefully no one was the least bit interested but a burglar or fraudster might have been delighted!

I once stood at the feont of the queue with abput 50 Toms, Dicks, Janes and Marys behind me. The administrator wanted my full name, date of bith and address. Mpre than enpugh information for identity theft. I responded quietly, was asked to soeak up and then speak up some more. I asked if I could write the information down and was shouted at "I can't do that, she could make an error transcribimg from paper to the computer. I pointed out she could do that if I gave the information orally. I was then shouted at more loudly.

The system is bizarre and all the while, they sit amongst a crop of "°abuse will not be tolerated" posters.

I'm pretty sure NHS induction and trainimg includes how to be as rude and unhelpful as possible to the "scummy" patients.

I felt very sorry for someone in A&E being taken behind a screen and having to give details about his suicide attempt - it sounded a serious one. Then he had to wait for hours with everyone else of course.

In the GP surgery I go to, people are asked to write down information if they don’t want to say it out loud. The cost is of course minimal. This is highly personal data and should be treated appropriately.

Sorry @freakinthespreadsheets that sounds awful.

Good idea

Yep in the age of online data protection it baffles me how that doesn't apply in person.
I went to the hospital for an EPAU scan last week and the receptionist had me in tears as she asked me why I was there, was i bleeding, has anything come away, had i had a miscarriage before and loudly parroting my answers back to me in front of the waiting room to "check she had understood".

And your solution is?

And you would address this how?
More staff? Dedicated space?
Sounds excellent- who is funding this?

I completely agree with you.

I also hate it when pharmacists ask for personal details so publicly.

I think you mean ‘discreet’

Exactly this. I'm a GP receptionist at the moment. They don't make the rules. The doctors do. It's not their fault and are working within the constraints of the set-up. I agree the receptionist could have, perhaps, been more discreet but some patients are hard of hearing so loud voices are necessary at times. There are private rooms within which to discuss private issues and patients can request this.
I would absolutely suggest you complain to the doctors surgery and ask for a more discrete set-up.
Conversely, the other day I had a patient at the front desk wanting to reorder his repeat medication for Viagra. He practically announced it to the whole reception area in his loud booming voice 😆
I wouldn't mind but he could've just asked for it by it's generic drug name, "Sildenafil" (not the brand name, Viagra) as that is how it listed in his repeat meds list in any case and nobody would have been any the wiser. Its almost as if he wanted everyone to know and he seems proud of the fact. Perhaps he was chuffed he was still having sex at 70? Who knows. Good for him :)

You are missing the point entirely.

I dont give a fuck about some random stranger's medical records but I would still think it to be a massive breach of their privacy if someone gave them to me to read. This is no different

I totally agree!

In our surgery there is no private area or screened off area where you can tell the receptionist anything private - the person standing behind you in the queue is literally right behind you so you have to give name, DOB, address, and symptoms in front of however many people are in the queue whilst the receptionist asks intrusive questions.

From a GDPR perspective its appalling- you wouldnt hand out copies of your medical records to random strangers in the waiting room for them to have a gawp at, and yet we are expected to verbalise the exact same information with zero privacy. Its awful.

See, this attitude is messed up. Yes the support staff might have to ask follow up questions but it IS the patient’s information and they are entitled not to have to broadcast the details to all and sundry in the waiting room.

I work in the NHS and we have to do so many modules on confidentiality and governance and have to anonymise emails etc. And yet we allow this kind of thing to go on. It makes no sense. I think it’s appalling really but we don’t have big enough buildings. Many GP practices don’t have the space for a triage area and wards don’t have all single rooms. So info is shared with all and sundry. I don’t agree with it but what can we do other than keep voices low.

This lady should have been shown into a private area. That way of dealing with her is completely unacceptable.

It’s really inappropriate. At work we have to be so careful with personal info (which is fair enough) but this sort of situation is seen as no big deal. It really doesn’t seem right.

😆

After having an experience of a biarch of a medical nurse talking loud at me about my current meds and i stood saying im not telling everyone...feeling like no matter how quiet i spoke it felt so loud...
She then said i seemed to take offense of her....i was truely thrown back..nah love your yelling at me in a room.
She was put on a break after i complained to a few once thru to a doctor and nurse.
Apprently its to be requested for privacy.
By the following time i needed to see them again..my record was removed a different nurse and she asked me to write down what my health issue was.
What a change.
I would be asking someone once i was in if i was you.
Mine was stigmia related
Robably the same for the lady as well if not prue ignorance.

You are aware she HAS to ask? Its her job- she will get reprimanded otherwise.
She really doesn't give a fuck personally.
It really not about you.

Not if she’s having an episode, I have a friend who goes through manic phases and will be really loud. All the more reason for the receptionist to be discreet.

Think that’s bad, try our local pharmacist. Booms across the shop what medication you’re collecting and confirm details etc. Awful.

Would she know to do this...doubt it

It sounds absolute chaos but surely this woman was shouting out her details, the receptionist was just trying to input information calmly, maybe there should be an emergency button to have a HCP come at times like this, but it doesn't sound like the receptionist did anything wrong.