Ask my anything - I’m a nhs gp receptionist

[Sunnydays999]

Thought this might help having seen the other thread !

[Sunnydays999]

We have to ask you what’s wrong
The doctors make the rules . We would love to interrupt them to get a prescription signed but we aren’t allowed
Sometimes the gps forget to sign the prescriptions due to work load . We would never tell you this . This is when we say it’s a computer error

[planetexpressship]

can i get an urgent appointment please? :)

[bunhead34]

Do you have to be mean to be a gp
Receptionist or do you learn on the job?

[Sunnydays999]

Sometimes to avoid confrontation doctors say they don’t know why we stoped you getting an appointment, but really it’s their call . We just do as we are told . Our surgery, and I think a lot , have partners who are bought into it . Our job is to act as a buffer between you and the go.Some gps will refuse to speak to you and send us with a message . No matter how much you get upset we will do as the gp says - they make the rules

[Sunnydays999]

No you can have a phone call

[planetexpressship]

it's for moles. can that be assessed on the phone?

[Sunnydays999]

You learn on the job . I had worked as a receptionist previously but gp receptionist is much more responsibility

[Sunnydays999]

I’m afraid sometimes it is . It depends on how many appointments there are that day and what the doctor has decided . Some staff are more fearful of been told off so act cautiously. Sometimes I will put people down for a call and will be told to ring the patient with advice from the doctor .

[PurBal]

You're "not allowed" to speak to your colleagues? Okay... I was recently asked by my midwife if I felt I could contact my GP if I had any pregnancy issues. I replied no. I can't get urgent appointments without calling at 830am (if I'm lucky) and I can't get routine appointments without going online. At which point I have to wait a week or two to hear back. So I literally have nothing to ask you. I'm sure you're a nice person but every GPs receptionist I've ever spoken to is rude and obnoxious. And whilst you can ask all you like, I don't have to tell a layman why I want to see a doctor.

[Sunnydays999]

Our surgery would not have you in for that at the moment. Gp would probably ask for a photo then a call

[KimchiLaLa]

I have to say I haven't had a really bad experience with GP receptionists. They sometimes do interrupt on the phone...but I guess they have a long call list to get through. Have you ever had to console anyone with bad test results or would that always be the GP?

[LaMarschallin]

So the GPs you work for use you as an excuse for why things go wrong?

Maybe you should get a job at one of the practices that have good relationships between staff.
There are plenty of which I have experience.

[SidSparrow]

Hahaa @bunhead34 Took the words out of my mouth!!

I'll be honest, I've been at a few different practices and the receptionists have always been mean and miserable.

Is there any training for customer service? How are you to view the patients coming in? From this end it feels like we're nothing but an inconvenience.

[MrsTidyHouse]

Can you shed light on the phone systems and online booking? The phone system at ours used to have ringback. Several years ago this stopped, and now we have to dial and redial many times, sometimes getting the engaged tone, but more often getting a recorded message which I'm assuming I then pay for. What is the sense behind this change?

[Sunnydays999]

@PurBal it would be far easier for me if we didn’t have to ask and the gp would just see you . It’s the way it is tho .
Our surgery you have to ring at 8 am .To get a same day appointment. We tell you we can lift the embargoed slots ( we can but we get told off ) occasionally I do . But it depends which doctor it’s for . Some are furious some more understanding.

[planetexpressship]

thanks for your help & patient manner sunnydays :)

[Sunnydays999]

@MrsTidyHouse we started the message as we could change the message . The problem with a queue system is you can easily loose your place if we log off ( that’s the situation with ours anyway- I’m sure there are better ones!)

[kale99]

Can you look up peoples details ? My ex's friend once dated a girl for nhs (Jen) Jen told my ex's friend she looked up his ex n seen that she went for an std check and came bk negative

[Sunnydays999]

No the gp always gives bad test results. But I frequently speak to people who know they or loved ones are dying . Iv also had people on the phone who have found relatives Who have died .

[Sunnydays999]

I could but I wouldn’t

[hopsalong]

Do some people book up multiple appointments stretching way into the future as insurance? Or is that not allowed? If I were in poor health I think I would have to resort to this just to have a shot at getting one when I needed it.

Do you have patients who intimidate you, who you're frightened of, or who say inappropriate things on the phone?

If so, what kind of things?!

[Seeline]

My GP practice is fantastic and the receptionists are lovely and helpful. I have never been asked why I wanted an appointment or what is wrong with me. There are good ones out there.

[BrassicaBabe]

I'm lucky that at the moment I can afford to pay for private treatment. I go direct to the specialist I want to see. I'd pay nearly anything to avoid the hoop jumping at the local GP and having to fit to their time scales and priorities. It raises by BP just thinking about it!

[Sunnydays999]

@SidSparrow they tend to pick people who have worked previously as receptionists but that’s not really seen as the main part of the role. Most of the receptionist staff are lovely I work with , there is the odd one in every job tho .