to not want to give symptoms to GP receptionist?

[vintageteacups]

So I called the GP surgery this morning and, as like the last time I rang, the first thing the receptionist said when I asked to book a doc's appoinment for dd (9) was:

"what seems to be the problem? We have a nurse's clinic this afternoon"

I calmly said that I would like a doctor's appointment and didn't tell her the symptoms.

What on earth? We pay our taxes and it's our right to take dd to see the gp, yet this cold fish of a woman just went "right, Dr .... at 11:50 then", took the name and address and put down the phone.

As has happened before, I felt really guilty about taking DD and felt as though I was wasting their time (even though I hadn't said what was wrong wtih dd).

Surely they can sift out the ones who turn up every monday morning with a spot on their finger and another runny nose (however, it's surely their right to book an appointment if they want) compared to me who has taken dd and ds probably twice each in 2 years. I have been once in 2 years!

They have a comments sheet - was thinking about extending it into a letter.
The receptionists have a really bad reputation for being grumpy and unhelpful.

Would you be happy telling a receptionist - who has just used your name and who you know is speaking with the ear of the entire waiting room - the details of your unpleasant discharge? or woteva. She may not have been rude in what she said, but it puts the patient in an unpleasant position.

Gosh - don't get me started on our school secretary!

i'm sure she loves you too, vintage.

Gooseberrybushes..if I didn't feel comfortable I'd say so nicely, not "who the hell do you think you are, a doctor" etc etc

But that's what I'm saying - the receptionist should acknowledge that the patient may not want to reveal details - not "what's your problem"

if she's going to be triage, she should act like triage and the patient should expect privacy and respect

But Goose - if you're on the phone folk can't hear you and if you're in the waiting room then you don't have to go into the gory details. And you don't have to give the information at all. It's the manner in which it's refused that grates.

In the OP she refuses to give the info and receives a GP appointment as requested but apparently that's not good enough. She says the woman was a cold fish. That's they're grumpy and unhelpful. She gave her the appointment took her details and put down the phone - where's the problem with that?

Teacups - is she grumpy and unhelpful too?

yes, and maybe the receptionist was enormously busy with calls on 3 other lines and a queue of people waiting and didn't have time to pander to your ego by being all fluffy, she had given you the appointment she wanted.

you get what you put in, IME, i have rarely met a rude receptionist since I have been one and take care to speak to them nicely/politely

No you don't have to, but it's obviously the matter in which it's asked that grates. The receptionist should have some training in "bedside manner" if it doesn't come naturally.

And the receptionist is the professional here.

If they have a reputation for being grumpy, they probably are a bit grumpy: who knows which came first, patient or receptionist, but they probably are. And they are the professionals.

No, that's wrong.

The professional should be professional and not react like a child to circumstance.

not agreeing..if someone is a tad abrupt, it doesn't call for you to take their head off in a condescending manner

But what was wrong with the conversation they had in the OP?

What should have been done differently apart from the privacy issue which I acknowledge is sometimes a problem.

But the OP didn't do that.

I'm talking a bit more generally now to be honest edited.

What's wrong with that conversation is the breezy "what's the problem?"

to me it invites an equally breezy "none of yours thanks I'll see the doc"

whereas asked in a more professional way with an assurance of privacy - well that's different, and not presumptive and rather disrespectful

Personally I have no issue with

"what seems to be the problem? We have a nurse's clinic this afternoon"

So now she can't be breezy either?

Blimey. Poor woman.

Edited I think you realise that a breezy "what's the problem" is not always appropriate. She's a professional. "But I was being jolly" isn't enough. She's been given medical/triage responsibilities. That involves sensitivity. She should demonstrate it. I think you know this! It might not be a problem for you but then, you're not everyone, you're not a 60-y-old bloke with a dodgy prostate who thinks he might not get an appointment if he doesn't tell, or a new mum who feels desperate to see a doctor but is afraid the receptionist will refuse unless she comes up with something suitably life-threatening... etc etc. I do think you realise that sensitivity is more appropriate. It's not going to offend you is it, whereas insensitivity can offend some people.

Oh fgs, if you don't want to tell the receptionist why you want an appointment don't do so. As an adult you should be able to do that in a polite and assertive manner.
At our surgery, before you get to speak to a real person, there is a recorded message saying that you will be asked why you want an appointment and if a nurse might be better able to meet your needs, but that if you prefer not to say, then of course they understand.
Simples!

Clam - that sounds ideal. Job done.

the receptionist has probably been told to get more people to see the nurse, and is trying to do her job.

She could have worded what she said more sensitively so avoid offence.

I think you realise that there are very few ways to ask a patient what their symptoms are without causing offence to those who are determined to feel offended.

OP felt she was grumpy - you interprete it as breezy. Neither is satisfactory because the bottom line is you don't want to be asked the question, but without asking it the GPs time isn't directed to where it's most needed.

Can I just add that trying to elicit the patient's reason for attendance is usually reserved for same day appointments which are not always in abundance. In most practices, patients are able to prebook appointments with a doctor of their choice, either on the phone or on the web, without having to go into any details.

If a patient thinks their problem is sufficiently urgent to warrant a same day appointment, they are usually ok about revealing why that may be the case so they can be seen by the most appropriate person.

I think they key message that needs to go out is to always try and prebook appointments with the same doctor to ensure continuity of care. It's bettef for the patients and the doctors.

PS - if any of you feel your confidentiality is being disrespected in the waiting room queue then you must put in a formal complaint to the manager. These complaints are all discussed in meetings and steps taken to rectify the situation. Please don't just procrastinate...do something if you want change.

There may be few,but they do exist, and as a professional one should avail oneself of them.

Actually, the receptionists sit and work in a room at the back of the reception desk - behind a shut door and if you want them, you ring a bell and eventually, someone comes out with a balck look on their face as if you've rudely interupted them. Then they usually either just look at you and wait for you to say something or they say "yes?" How is that being polite? That's been the way for years; not just my last appointment.

Take my sister's last appointment.......

She walked in with toddler and small baby.

She booked in using the touch screen.

Then she sat for about 35 mins after her appointment time (it's usually late).

She went to reception and said the touch screen was broken as she'd been waiting for so long.

Recepionist told her she obviously hadn't booked in.
She said "yes, I did".
The receptionist said "well, you couldn't have or you would have been seen".
Sister said "well, I did it and it booked me in so it's obviously borken".

The woman just didn't get it and was rued to my sister and didn't apologise for anything.