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Original poster

Sorry - it's another receptionist gripe

47 replies

KurriKurri · 16/01/2019 15:03

I'm currently having health problems - I habe to go to the surgery every other day (sometimes every day) to have a wound dressed. This has been going on for six months, it is tedious, painful and a bit depressing.

Every week or couple of weeks (depending on how much advance notice I am given by nurse as to what my treatment will involve)I have to make advance appointments - 3 or 6 appts usually.

One of the recptionists every time she see's me rolls her eyes at me and sighs. When I ask her for appts, she tuts, shakes her head, sivhs some more, pciks papers up and down and waves them around (to indicate how busy she is) etc etc. Then she fusses about how there are no appointments and says loudly things like 'what exactly is it you need doing this time' - to which I say ' dressing appt please'.

I put up with it, and try to be friendly - I'm not a rude person, and I'm going to be having treatment for the foreseeable. But actually I'm getting fed up of it. I ound out on Monday that things are worse than they thought and I will be having treatment for some time to come. I feel ready to snap at her when I make my appts today ' I dont; actually enjoy coming her all the time, I just want to get better'.

How can I politely tell her to stop with the attitude and just act like a professional. I don't particularly want to make an official complaint - it's a small surgery - I have to keep going there. But I want her to stop.
The other receptionists are fine, polite and friendly and no fuss over making appts. Only this woman seems to have a problem.

OP posts:

RangeRider · 16/01/2019 15:10

She's probably like that with everyone. Kill her with kindness. Smile a really big smile, tell her it's lovely to see her again & you always enjoy popping in when she's there because it makes an otherwise miserable task that bit more bearable (you get bonus points for keeping a straight face), hell maybe flirt with her a bit! She'll either realise that you're taking the mick out of her being a miserable sod or she'll be chuffed that you're happy seeing her and will cheer up - win-win.

GreatDuckCookery6211 · 16/01/2019 15:14

Speak to the practice manager OP. No way should she be doing this to you. Sorry things are for you right now. Hope they get better soon x

cheesywotnots · 16/01/2019 15:15

Be polite, say oh thank you for your help, have a word with the practice manager and tell them what you've told us, I am sure its been noticed by the other staff.

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DobbinsVeil · 16/01/2019 15:15

If you don't want to make an official complaint (and I understand why you don't) could you perhaps speak to the practice manager or the nurse who does your treatment? I'd say something like, "one of the receptionists finds it difficult to accommodate my appointments, is there another way they can be made?" I bet they knows exactly who it is, and perhaps can arrange for one of the other receptionists to schedule the appointments and contact you to do it.

Bluestitch · 16/01/2019 15:16

I wouldn't be killing her with kindness, I would be making sure she knew I'd noticed how she was treating me. 'I'm sorry, is there an issue here? The nurse/ doctor has told me I need to make these appointments, would you like them to clarify for you? No? That's good then, I'd like you to book me in please'. And I'd be complaining to the practice manager if it carried on. It's stressful enough having ongoing health issues without having to deal with anxiety due to a receptionist.

Original poster

KurriKurri · 16/01/2019 15:18

I did try once - she was moaning she wanted her lunch break and I was bothering her about appts. so when I'd got my times I said ' thank you, enjoy your lunch' . She said very shirtily 'it's a Slimfast shake, I'm hardly going to enjoy THAT !'

But you are right - I need to rise above - maybe not quite up to flirting atm but killing with kindness.
At least I get to laugh over her late set rudeness with my DD when I get home. We have had 'I don;t know what you think this jobs entails ?' (making appointments for people would be my guess ! 'Oh its you AGAIN', ' those nurses think we are here to make appointments for them' (again - you are) 'I can't deal with you now there's a huge queue' (one person) 'I'm run off my feet' (no queue, no phones ringing, she's drinking coffee)

She is a very odd woman.

OP posts:

Bluestitch · 16/01/2019 15:21

Actually if those quotes are things she has actually said I'd be heading straight to a complaint. She could end up scaring off somebody who might not be assertive enough but is in need of medical attention.

Original poster

KurriKurri · 16/01/2019 15:22

Dobbinsveil - I might try speaking to the nurse today (it can be hard because time is limited and mostly I want to talk about the next stage in my treatment) but the nurses are all lovely and might have a word, or find another way of getting my appts. made.

I think it is getting me down now - although I do sort of joke about it at home, it deosn;t help when you are made to feel like a nuisance, when your whole life is being affected by something that won;t heal up.

OP posts:

Original poster

KurriKurri · 16/01/2019 15:24

Yes - she has said all those things, and more. She is rude to everyone - she's not singling me out, - but others probably don't have to deal with her as often as I do so ignore it. I have had one of the other receptionists come over when she is flapping a huffing and say 'i'll deal with this Marion' and then be polite and nice to me. So I reckon they know she is a bit of a loose canon.

OP posts:

Original poster

KurriKurri · 16/01/2019 15:26

Almost all the remarks are along the lines of 'you have no idea how hard my job is' - which suggests she isn't coping. And I imagine receptionists have to put up with a lot of rudeness, but I am not rude to her.

OP posts:

DobbinsVeil · 16/01/2019 15:29

The receptionist is being unkind and unprofessional. I'm sure it can be a difficult job, but she shouldn't be making patients feel uncomfortable about getting treatment they need.

There used to be a nurse at our GP surgery who was just horrible and it was generally accepted. But I guess someone did make an official complaint as she had a complete turnaround. No grumping and snarky comments, went out of her way to be pleasant. It was a welcome change but also a bit disconcerting tbh!

Original poster

KurriKurri · 16/01/2019 15:31

Dobbinsveil - I think I would be very disconcerted if this receptionist was suddenly pleasant - I'd probably pass out !

I'll see how it goes today when I make my appts request (may not be her on duty though - I always hope it isn't)

OP posts:

Mumof1andacat · 16/01/2019 15:31

You could phone the surgery and speak to the practice manager. It doesn't need to be a formal complaint. Just explain what's been happening and do they have any suggestions.

Original poster

KurriKurri · 16/01/2019 15:36

That's a good idea Mumof1 - I may do that. I was reading the inspection report in the surgery the other day (whatever the surgery equivalent of Ofsted is) and it got a pretty bad report. Mainly poor relations between staff, poor communications with patients. so they do need to hear about how they can improve. And retraining Ms Rude might be a good place to start.
(I'd change surgeries - except the next nearest is quite far away and I'm unable to drive at the moment)

OP posts:

sailawaywithmeagain · 16/01/2019 15:38

KurriKurri - I'm a GP receptionist (sorry everyone) and you should absolutely be making a formal complain to the Practice Manager.
It's folk like her that give us a horrific name! I'm quite nice

Iamnobirdandnonetensnaresme · 16/01/2019 15:38

Make a complaint. Nothing will change if you don’t -it maybe what the surgery need to get rid of her. She is rude. Unprofessional and makes patients uncomfortable. She should not be ‘front of house’.

My paediatrician has a PA she can’t get rid of - woman is obnoxious, judgemental and unpleasant but firing someone without vast amounts of evidence is not easy.

Make a complaint.

sailawaywithmeagain · 16/01/2019 15:39

Thinking on - she has either had no training or inadequate training or is desperately unsuited to the position. Regardless her colleagues and PM must be aware of her behaviour and would possibly appreciate having the evidence with which to do something about her!

SauvingnonBlanketyBlanc · 16/01/2019 15:39

It is a hard job,I did it for years but the patient shouldn't have to listen to moaning.She was being U

cookiemonster3 · 16/01/2019 15:40

This is my first post in here and felt I had to write because I totally sympathise with you.

I had a hand operation at the end of last year and had a few problems with it. When making appointments (or trying to) the receptionist I kept getting was so rude and had such an attitude. The first time was the day after the op when I had to take off my bandage and my dressing needed changing. I tried to make an app but she told me they won't change it because they don't disturb wounds but gave me an app anyway for the next day but there was no point in wasting an app according to her. I had the dr for an unrelated matter the next morning and she straight away changed it even giving me spare dressings to change at home. I cancelled my nurses app for that afternoon and got attitude for that with her even wanting to know what dr dared to change it for me. Oh this was after I faced the abrupt question of whether I was meant to take my bandage off. Even if I had it was no business of hers.

Next time I got the same carry on when I needed more dressings. Oh no they won't give you any they don't want dressings changed. I'm he nurse gave me 5 and told me to pop in anytime if I needed more.

Then when I got my stitches out she booked the app for me and wrote it down. When I went to check in I was given attitude that I was 10 mins late. I checked the appointment card when I got home and I got the time right so whether or no I was late I've no idea!!

Don't stand for it. She could potentially put off someone who really needs medical attention which could have drastic consequences.

I have a family member who works in a differed health centre and even they know about this receptionist and her behaviour.

Original poster

KurriKurri · 16/01/2019 15:44

you are all making me think a complaint is the way to go, I'll see how things go today, possibly talk to the nurse who I have become quite friendly with.

sailaway - I'm sure you are lovely - all the other receptionists at the surgery are, and I've rarely had to deal with a nasty receptionist, which is why I'm a bit flummoxed by her. I am the type of (wet) person who thinks 'what have I done wrong to upset her?'
But I think if I can word a complaint in a constructive way (I'm not out to get people fired, just improve things) it would be a sensible thing to do.

OP posts:

Original poster

KurriKurri · 16/01/2019 15:50

cookiemonster - that sounds horrible, I hope your hand is better now. You are right, when you are dealing with being unwell you don;t need extra aggravation, and the receptionists should realise that. This one regularly says 'what exactly is it you are having done ?' but I shouldn;t have to answer that in a waiting room full of people. I always just say 'dressing change'. But the fact the nurse has told me to make x number of further appts should be enough, it's not up to her to question it.

OP posts:

RB68 · 16/01/2019 15:52

I just thank god every time I am in my surgery that our "Marion" left to go and live near her daughter on the south coast - huzzah. She was a right miserable bat with a poker shoved up where the sun don't shine

Bringbackthestripes · 16/01/2019 15:54

You could tell the nurse next time she is doing your dressing that it seems to be a problem booking ongoing appointments and ask if it’s possible for her to book them inadvance for you. With any luck not only will she book them but she will also speak to the reception manager.

It must make approaching reception an anxious time for you having to deal with that kind of behaviour.

itbemay · 16/01/2019 15:57

The nurse should be able to make the appointment for you in advance, ask him/her at next appointment. All the best

Original poster

KurriKurri · 16/01/2019 15:57

RB68 - I'd blame you for shoving your Marion onto us - except that we are on the east coast,

OP posts:

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