horrible call to GPs

[caravel]

I’ve NC as this only happened this afternoon and feel paranoid!

I’ve had a shitty year with health and this afternoon I called my GP to book an appointment to go through bloods. I was told to ring after two on Friday which is when they deal with blookwork results. I have been worrying about all this anyway and feel embarrassed about this personal problem relating to surgery I had earlier this year. The receptionist was just awful, told me she had one appointment and I could take it or leave it but I wouldn’t get another for a while and that I was dithering on the phone and she didn’t have time for it. I wasn’t dithering, I asked if the appointment was with the same gp as last time (I was told to request this by my gp!). She said she couldn’t tell me that as I could take what I was offered and if I didn’t want it she would hang up I couldn’t have been more pleasant if I have tried and her attitude came out of nowhere. I still can’t really process what happened, I realise that sounds dramatic it was just so aggressive! She kept intermittently talking to someone else about her lunch, nothing job related and then said my name to someone while I was on the phone. I said could I take that appointment please and was it over the phone or in the surgery and she hung up.

I have since called back to check if my appointment is actually booked for next Thursday as I asked and apparently it is. A nice gentlemen answered so she must have left for the day.

I probably sound so silly posting about this I just feel taken aback by her attitude and also concerned she is talking about me and maybe even talking about my records given that she so loudly announced my name to someone while I was on the phone, for a reason I don’t know.

I feel so fragile at the moment that I guess I am blowing this out of proportion I just feel really alone and confused about it and have been in tears which is really unlike me. Also wondering if it is lack of human contact over the last few months that has made me especially sensitive or something. I’m not sure why I’m posting just feeling down and maybe need a kick up the arse or a bit of perspective, I’m usually quite tough and this sort of thing wouldn’t bother me.

GP’s receptionists were known as “ Dragons”.

At our practice they still are!

I should hate to be a medical receptionist. The only people you meet are ill, worried, depressed, angry, or some combination of all four. Having said that, there is no excuse for the way some of them behave towards patients.

I also think you should complain to the practice manager. I have had similar (but not as bad) treatment. The GP told me to rebook with her - but it seems to me the actual GPs have no idea what it can be like to book an appointment. I asked for a certain GP and the receptionist said "You have to get who you are given, they are all doctors you know". I wrote and complained and I don't think that receptionist is there any more. Perhaps the job went to someone else who actually wanted it! Don't feel bad though not your fault.

Please don't let this woman upset you any further. She was absolutely out of line. No matter how stressed or busy she is, she can not talk to patients like that. Make a note of the call time and what was said and, when you feel up to it, complain to the practice manager or even the senior partner.

I'm gobsmacked that she could possibly think that was ok!

She sounds like a bag. I have had some nasty experiences with GP receptionists. I honestly think there is something about that job that attracts dragons with sharp objects jammed up their backsides making them even more crabby. Perhaps there is some sort of aptitude test in being obnoxious that they have to pass before getting the job.

Complain about her. They should be able to see who made the appointment through the audit trail on the computer.

If you don’t complain she’ll just keep behaving in this unacceptable manner. Any other job and she’d be sacked. In my opinion she should be.

She’s a bitch. Complain. I always think they must have really miserable lives to be like that...and I think and hope they bloody deserve to be miserable.

We have 2 at our surgery like it. The first time it happened, I was very shocked. The second time I came off the phone crying. I get quite anxious phoning now and I have to be quite passive aggressive. They seem to respond better to that. A couple of friends/school mums are at the same surgery and they’ve said the nicer you are the nastier they are. We all know people like that. So now I’m not very friendly when I call. It’s wrong though and I hate having to call them. But they have the problem, not me or you. You’re not being over sensitive, it’s normal to expect them to be polite and helpful.

I hope you’re ok and that your health improves soon. 💐 and a 🤗 for you.

What a nasty piece of work she sounds. I fucking hate it when people act like that, manners cost nothing.
I'd definitely complain about the bitch her, it's not acceptable, as others have said.

Hope you're ok

Don't you usually ask for an appointment, they advise of one, then once its confirmed it works for you, then they ask your name and dob?

It makes me sad to read this OP. I'm a GP receptionist and I would never dream of speaking to a patient like that. Of course she knew what GP she had booked you with! At our surgery we always try to book patients in with the GP that's seen them the most or more recent (wherever possible) as whilst your consultations will be there for all clinicians to see, continuity, familiarity etc is favorable for the patient/GP relationship. Its receptionist like this that give us all a bad name and yes, we do deal with some extremely rude patients but I always remember that people are unwell, anxious, upset and frustrated especially if there are no appointments. You have every right to complain and if I behaved like that, they would listen to the call and I would get a severe warning or be dismissed and rightly so.

Do we go to the same GP surgery OP? I got an incredibly rude phone call accusing me of trying to get more tramadol out of them too early and basically accusing me of trying to hoodwink them as I'm clearly an addict. I was appalled by this and went off to Tesco who does my prescriptions and it turns out I didn't request any for the whole of September so not only did I not request any early I requested it a month late.
I sent a written letter to them and asked for it to be placed on my records. I work in the NHS, I don't need accusations like that.

That's one for the Practice Manager. Even if you haven't got her name, I'll bet the Practice Manager knows who she is😉😉
Those type of receptionists usually have a reputation, and should be fired. If she worked for me she would be disciplined for that.😒

@Livebythecoast

It makes me sad to read this OP. I'm a GP receptionist and I would never dream of speaking to a patient like that. Of course she knew what GP she had booked you with! At our surgery we always try to book patients in with the GP that's seen them the most or more recent (wherever possible) as whilst your consultations will be there for all clinicians to see, continuity, familiarity etc is favorable for the patient/GP relationship. Its receptionist like this that give us all a bad name and yes, we do deal with some extremely rude patients but I always remember that people are unwell, anxious, upset and frustrated especially if there are no appointments. You have every right to complain and if I behaved like that, they would listen to the call and I would get a severe warning or be dismissed and rightly so.

You sound lovely. I wish there were a lot more like you.

I am so sorry you have been upset. She sounds absolutely fucking awful!!! The receptionists at my GP are, by and large, absolutely delightful and would be horrified at this woman’s attitude. No wonder GP’s receptionists have such a terrible reputation!

Please please complain!

Complain - there will probably be an online contact form which goes to the practice manager if you can’t do it in person. Just think of it as helping someone else not get the treatment you had.

I would complain. One of the receptionists at my doctors is like this. She's just unpleasant and rude - hangs up on people, snaps at them, etc... I had to phone one time ages ago when I was being diagnosed with mental health stuff and it threw me off for a couple of days after speaking to her. Yes it's a difficult job, but they are also dealing with potentially vulnerable people and there's a responsibility that comes with that. The above poster is right - if you complain you might be saving another person from going through the same experience. Sorry that happened to you though. Horrible.

Thank you @Staffy1. I've worked with a few receptionist like the OP has encountered today and it gives me the rage that they think its acceptable to treat people like this. Whilst it is a hard job, I've always felt it's a privilege to be able to help people when they need it most.

I understand you feeling upset as I had a receptionist randomly and excessively rude to me, and it left me feeling quite shocked that people behave like that.

I also witnessed a shocking incident in the surgery pre Covid, where the lady in the queue ahead of me said “ I need to order my sons prespectiption but I can’t read or write”,

The convo went like this

Ok what’s his name
John Jacobs (made up)
How do you spell that
I don’t know, I’m sorry i can’t read or write
Ok what’s the medicine he’s on
I don’t know, I’m sorry, I can’t read or write, can you not see it in your system, I can give his address and dob.
Ok what’s the address
17 starburst road
Ok can you spell that
No,I can’t read or write. ( woman is now audibly upset)
Ok, is it x medication
I don’t know, I can’t read or write, it’s the only one he gets. He’s John jacobs at 17 star burst road and his dob is x
Ok, that’s fine, just sign here.
I can’t. I can’t read or write.

At that point I stepped forward and gave the receptionist a filthy look over the woman’s shoulder, and she had the decency to look embarrassed and gave the woman the medication. I think with an x in the box or something, but it was one of the most excruciating things I’ve ever had the misfortune to witness. Absolutely shameful. About six times she made that woman announce to a packed waiting room she was illiterate.

I don’t know if complaining makes a difference, but do realise the issue is her, not you.

My DS was trying to get an appointment with his GP (different place to mine) to discuss his mental health. The receptionist was being extremely dismissive. I ended up taking the phone off him and having a wee word with her about her attitude to a man who was obviously distressed. She was still dismissive and I got rather cross.

I ended up sending a complaint email to the practice manager. She doesn't seem to be answering the phone nowadays, hopefully she's left.

It sounds like someone asked her who she was speaking to. There is no excuse for her behaviour OP and if she was having a bad day she shouldn’t bring it to her work place.

One of my pet hates is when someone is having a bad day, brings it to the work place and expects others to put up with their bad mood. There are no excuses for this type of behaviour in the work place.

If this happens again you need to ask them what their problem is, this time put in a complaint. Don’t allow people to think it’s okay to speak to you like this.

I am cross on your behalf.

@BumBurnerBum

I would complain about that attitude from any customer service professional. That she was in a GP office is more shocking although not surprising though. I vividly recall my friend being told to 'learn to keep her legs closed' when requesting the morning after pill many years ago.

Ouch!

That I would of complained faster than a speeding bullet. How awful!

One of my pet hates is when someone is having a bad day, brings it to the work place and expects others to put up with their bad mood. There are no excuses for this type of behaviour in the work place.

Everyone is human and I don’t disagree, but absolutely anyone can be on the brink.

Either the receptionist isn’t fit for the job, is undertrained, or is on the brink.

Regardless, it must be brought to the attention of the Practice Manager so they can either warn/dismiss, increase training, or support the employee through any personal difficulties.

I own a business. I would want to hear all complaints.

@Bluntness100

I understand you feeling upset as I had a receptionist randomly and excessively rude to me, and it left me feeling quite shocked that people behave like that.

I also witnessed a shocking incident in the surgery pre Covid, where the lady in the queue ahead of me said “ I need to order my sons prespectiption but I can’t read or write”,

The convo went like this

Ok what’s his name
John Jacobs (made up)
How do you spell that
I don’t know, I’m sorry i can’t read or write
Ok what’s the medicine he’s on
I don’t know, I’m sorry, I can’t read or write, can you not see it in your system, I can give his address and dob.
Ok what’s the address
17 starburst road
Ok can you spell that
No,I can’t read or write. ( woman is now audibly upset)
Ok, is it x medication
I don’t know, I can’t read or write, it’s the only one he gets. He’s John jacobs at 17 star burst road and his dob is x
Ok, that’s fine, just sign here.
I can’t. I can’t read or write.

At that point I stepped forward and gave the receptionist a filthy look over the woman’s shoulder, and she had the decency to look embarrassed and gave the woman the medication. I think with an x in the box or something, but it was one of the most excruciating things I’ve ever had the misfortune to witness. Absolutely shameful. About six times she made that woman announce to a packed waiting room she was illiterate.

I don’t know if complaining makes a difference, but do realise the issue is her, not you.

Oh. That made my heart hurt.

Thanks. I don’t m know why it’s knocked me for 6, it’s mainly her saying my name to someone mid conversation quite loudly, made me feel like she’s gone through my records or will do now and she sounds a nasty piece of work. I feel quite vulnerable about it. Really wish I hadn’t called.

Out of interest, what sort of challenges and horrible experiences do gp receptionists have? I ask as I’m clearly naive here, I would have thought booking appointments was an easy conversation with most people. I don’t mean that comment unkindly, I’m just surprised so many have said they have a hard time of it.

Thanks again for making me feel less alone.

At our doctor’s surgery all calls are recorded for “training purposes and conflict resolution”.

I’d complain and ask them to send a copy of the recording.

I swear the ones at our surgery think they’re doctors just because they sit near doctors 🤯🤯 I had all the symptoms of tonsillitis (I think it was) and needed Penicillin. I told the old bat that infections like that had caused seizures in the past, casualty doctor had confirmed that this was a Likely cause and I’m epileptic. I was denied an appointment and surprise surprise, after two days of agony I had a tonic clonic seizure. The worst thing was that I don’t even think she believed me about the seizure when I called again to ask for the apt for the meds. It was a case of ‘oh yeah, how convenient’