No wonder you can't get a GP appointment

[Intherightplace]

Currently all first GP appointments at our surgery are telephone. Which is OK for most things, even good, more efficient for both GP and patient. However, for some things a telephone appointment is never going to be any use. For example, if I'd been able to explain to "someone" that I needed an appointment for a dodgy looking mole, surely they could have seen that a face to face appointment was necessary?

Anyway, I waited 3 weeks for my telephone appointment. GP said she couldn't do anything by phone and she'd need to see me (like it was my fault, I hadn't seen her!). So that's one completely wasted appointment.

10 days later I had the f2f appointment. Buzzed the door, not allowed in before they've checked you out. Receptionist said she'd tell doctor I was there. 10 mins later the doctor herself came to collect me from the door. Now this is a large medical practice, it's a fairly long walk, involving 2 flights of stairs and she was wearing heels she could barely walk in

I was with her literally seconds before she said she'd refer to a dermatologist. So, at least 20 mins of her time, for a few seconds with the GP to do something she probably could have done at the telephone appointment, if that was going to be the level of the examination.

Either way, she could have dealt with other patients in that time. Why on earth are the admin staff still working at home? There are usually loads behind the large reception desk, but only the one answering the buzzer currently.

And why not just refer the first time and save everyone so much wasted time?

Ddot, Badbadbunny seems maybe there is a specific trading school for Dr receptionists. I did some years ago say to one Dr that they were a bit like rottweilers (sorry lovely dogs) when he asked me to rebook on way out. I asked they refused so I said to ring through to the Dr. He came out, told them he had asked me to book ahead turned and winked at me as he left. I know they deal with awkward patients, rude patients and those that would book everyday given the chance but when they can see ftpm your records you haven't crossed the doorstep in last 5 years and you tell them the Dr you have just seen had asked for another appt in 5 weeks why so rude and unhelpful😕 I have put up with my problem for a couple years and only because I ended up in hospital last week was I even at the Dr's (follow up)! 🙄

Training not trading, oh for an edit button

The receptionists at my surgery are usually pretty helpful, even when The System isn't playing as they want it to.

I just waited on the phone for 50 minutes to get an appointment for something fairly urgent. The receptionist was lovely and helpful. I can only imagine they abuse she’s having to put up with recently, from patients understandably frustrated by the long waits.

Please have some sympathy for those working in primary care right now who are under a lot of strain.

A practice near to me was recently the target of an arson attack. Apparently carried out by an angry patient. I feel so sorry for the staff, they must be very scared.

Most staff are trying to do their best but with demand through the roof and patients presenting problems later due to Covid, it’s a very difficult time for people working in primary care.

Lapsidasicle I did put in my post that some gave to deal with difficult patients etc but ours have always been rude and unhelpful it seems my practice must employ specific receptionists that make you feel bad for ringing in and worse for actually turning up. Oh and god forbid you dare to stand and ask for another appt even though Dr has asked you to. In the a&e Sept on the other hand, where there were patients (myself included) on trolleys in the corridor the staff were lovely. The Dr that was looking after me into the early hours was quiet, calm and very caring and the nursing staff patient and smiling. Like to see how my Dr's receptionist would have dealt with the one lady who ut to stay the night as didn't want to ho home early hours, wanted a bedpan as didn't want to walk about 10 steps to the toilet and moaned because she'd asked 3 times for a cup of tea but hadn't got one6 I was just grateful to be seen, be on painkillers and tl have someone trying to sort the issue out after years of putting up with pain because getting to see my Dr was too bloody difficult even before covid.

@smilingontheinside I totally understand where you’re coming from and you should definitely complain when you receive rude or obstructive service. Our health system is creaking under the pressure right now and lots of patients/ staff suffering as a result.