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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to want to slap that Receptionist....LOTS!

35 replies

sugared · 15/04/2011 17:40

I had to speak with db Doctors receptionist this morning as he was unable to continue with the call (he was very upset) and needed to be seen asap and not next week which was what she said, that was the earlist appt she could give him. I took over the call telling her that my db needed to be seen today regarding his mental health and that it was completely out of character and i was concerend for his safety. This was met with ''No, I only have emergency appts'', I told her i deemed this as an emergency ''Well, whats his name?! what is this emergency?! Tel phone number? 'ok i see if a doc will call you' and promptly hung up!

After an hour i called back as i hadn't heard anything only for the call to be again answered by this vile witch. I asked politley as to when a doctor would be available for me to speak with to be told That the doctor who deals with these kind of things was out on a call and would not be available for sometime, I told her again that this was urgent and pointed out there was surely more than one doc/nurse available not just one Her response was well the other doctors are treating paitents with appts and the on call doc was out treating a REAL emergency a child cancer paitent, I could not believe her tone and pointed out that i did not need to be spoken to in that manner and not only was she being unprofessional but that i was sure she breeched Confidentiality. I told her that i would be making a complaint about her only for her to reply that she was going to make a formal complaint about ME?! I ask who she would complain to and pointed out she didnt even know MY name, She said I've got your brothers! I laughed and said she was being quite absurbed>

Now this is what pissed me off......''I can see that you are having one of your little tatrums''!!!? OMG how fucking dare she patronise me, That was it, Excuse me i asked, I am having one of my little tatrums? Well i know your upset about your brother but theres nothing i can do about it has been passed to the relevent tray, it's up to the doctor to call you and again hung up!
Only to call me back within minutes whislt i was working myself up into a frenzy to give me an appt for my db within 30mins, I said thank you and i will see you soon, Went into surgery and mrs mouth was not where to be seen, I asked for the practice managers name and intend to write a letter of complaint.

I have never before spoken with this woman EVER, Never even been to that surgery before, There was no need what so ever for the tone and sarcaism .....am not being unreasonable am sure but i do need help in writng this letter to manager or it will be left to a big rambling rant like above and i want it to be taken seriously. Any ideas?

Db was seen and treated and referred to hospital.

OP posts:
MarianneM · 15/04/2011 17:43

Outrageous. Complain!

beesimo · 15/04/2011 17:47

You can't 'win' with people like this, she obviously knows that it is acceptable within that Practice to speak to people regarding MH issues the way she spoke to you. It may take months for a complaint to work its way through the system and I very much doubt you will get the result you desire. Just rise above it OP she is a nasty woman and the 'power' has obviously gone to her head!

Original poster
sugared · 15/04/2011 17:51

Db was referred to the hospital not for the mental heatlh issues but for the condition that is the reason behind the breakdown this morning....just thought i'd point that bit out.

OP posts:
Tangle · 15/04/2011 17:55

Complain - even if your complaint, in isolation, is insufficient to make anything change it will add weight to any other complaints that may be received. The one way to be sure that nothing will change is by everyone deciding that outcome is a foregone conclusion and not bothering to try.

And it will make you feel like you've done something positive :)

So sorry to hear your DB is going through such a difficult time.

susansocks · 15/04/2011 17:57

mental health is so little understood

how foul of her though. above her station or what.

is there a mental health line you could call?

chocadoodle · 15/04/2011 17:58

Sounds like you've had a really horrible day. Sorry to hear about your brother. Yes she was being very unreasonable. Try to rise above it, if your brother is in hospita and has had a breakdownl you've got enough on your plate.

If after the weekend you still feel angry enough to complain, do it then. Not sure she breached any confidentiality though as she didn't give any personal details regarding who the GP had been called out to. I'm sure someone else will say if this is correct or not.

pallymama · 15/04/2011 17:59

If I were in your shoes I would be fuming!Angry Definately complain. It might take some time for a complaint to go through, but if she's as vile as she sounds, then I very much doubt yours will be the only one.

I would make a list of the points you want to make, then write the letter from that. Keep it concise and factual, and re-read and edit it after you've had a chance to calm down.

Good luck!

FlamingJamie · 15/04/2011 18:09

I used to be a hospital Receptionist and had to deal with very anxious/angry./upset/abusive people. So I know what a difficult job it can be.This woman sounds like your archetypal uppity beatch. No way should she be talking to anyone like this.

crystalglasses · 15/04/2011 18:13

How can a receptionist decide what is a medical emergency?

SauvignonBlanche · 15/04/2011 18:15

Please complain, they'll probably be glad to have some concrete evidence against her.

upahill · 15/04/2011 18:17

Complain in writing and ask for a response by a certain date.
My friend is going through something similar and it is being treated with seriously.
Don't be fobbed off and be prepared to take it further if necessary.

Put everything in writing including todays conversation.

bemybebe · 15/04/2011 18:22

Complain, complain, complain. It is totally out of order. I think GP surgeries all employ a special type of receptionist ("computer-says-nah!" type) and should be told it is not on.

Pixielovescake · 15/04/2011 18:22

I would complain. That is awful behaviour. She should not haven spoken to you like that and has been totally unprofessional. Your brother is lucky you were there to hlep him , can you imaine if you hadnt been and he had to deal with that woman ?

giraffesCantDanceWhileSober · 15/04/2011 18:22

I wonder why she called you back - maybe someone had over heard her and pulled her up?

berylmuspratt · 15/04/2011 18:26

Do complain in writing. I complained to my medical practice recently, they took my complaint very seriously, were very apologetic and changed the way their practice works because of my complaint. They thanked me and said if patients don't complain when things go wrong, we wouldn't know there is a problem and would be unable to sort it out.

FWIW I used to work for a counselling service a few years ago as receptionist/admin person, the people I spoke to were often distressed and emotional. The woman you dealt with was completely out of order as empathy and patience are qualities that are very important, sounds like she just added to your stress.

Hope your brother is ok.

nicole333 · 15/04/2011 18:33

pals.nhs.uk will help you take your complaint further. Her behaviour was totally unnaceptable and she needs pulling up on it.

Does your NHS trust provide a crisis line that can be accessed 24 hours a day? At least you will get to speak to mental health professionals who should know your brother, or have access to his mental health records. You should have better/faster access to the appropriate services by using the crisis line.

QuickLookBusy · 15/04/2011 18:33

Another with a friend going through the same sort of thing. Definitely complain, it's far too common. How dare she speak to you like that.

Becaroooo · 15/04/2011 18:39

Complain. Contact PALS to complain too...that usually bucks them up a bit!
They should also record all phone calls so ask for the tape of your conversation.

I have been treated like dirt by surgery receptionist in the past.....when I rang up very distressed as a condom had broken (my fiorst boyfriend) and I needed to get the MAP the old witch on the phone told me it wasnt urgent "and I should have been more careful!"

Why do Gp receptionists think they have a medical degree????????

LoveBeingAbleToNamechange · 15/04/2011 18:47

Please complain, her attitude is disgusting. They know they will be speaking to people who are scared/anxious/angry and should be helping not making it worse.

bumperella · 15/04/2011 19:19

Complain.
The receptionist at my local dr is LOVELY, genuinely helpful and kind. She must get the same type of calls (upset patients etc) as any other doctors receptionist but is always polite and cheery. Sure, must be a difficult job at times, but that doesn't mean she should speak to patients like that.

Vallhala · 15/04/2011 19:29

Complain. That's disgraceful behaviour. I'd have been fuming, all credit to you for not ripping her apart (verbally at least!).

It's entirely possible that your complaint will be far from the first and it will be used to actually do something about the witch.

I discovered this recently when calling the water board. The young man I spoke to was incredibly rude so I called his manager to complain. As soon as I gave his name I could hear her intake of breath and asked if was right in thinking that others had complained about him too.

I was right, and she dealt with the little shite, calling me back and then writing to me to assure me of this and ask if I wanted to take it further. A well-phrased complaint may be all it takes to get the witch you have had to suffer appropriately dealt with too.

springbokdoc · 15/04/2011 19:30

Jeesh I would complain. In fact I would follow up my written complaint with an appt with the practice manager.

That is completely and utterly unacceptable. My doctors' receptionist too is lovely always polite and helpful and they get a huge volume of calls. If she is unable to handle difficult calls (not saying you were difficult but emotionally charged calls IYSWIM) then she needs another job.

Grr on your behalf Angry

MadamDeathstare · 15/04/2011 21:08

This reply has been deleted

Message withdrawn at poster's request.

thederkinsdame · 15/04/2011 21:41

I would point out when you complain that her high-handed attitude put your DB at risk. He had a genuine emergency and she was unable to deal with him sensitively. I would point out that had you not been there, the outcome could have been quite different and that in your opinion she should not be dealing with vunerable patients until she has had retraining. If she makes a wrong call due to her lack of medical training, there could be dire consquences.

xstitch · 15/04/2011 22:07

Please complain. All to often my colleagues have had to pick up the pieces with patients who could have avoided getting as bad as they did if only they had been seen earlier. :( Hope your brother is feeling better soon.