to think that doctor's receptionists should have a little bit of empathy?

[oldmcdonalds]

Yes I can appreciate they get a hard time from some members of the public, and I know its a generalisation, but usually if you are in a doctor's surgery you are likely to be ill, worried, stressed, nervous or all of the above!
It would be nice if they could appreciate that.

I had to leave this morning because she made me cry, over something that was easily fixable.
I'm now so worked up and just want to cry.

Other threads have suggested that a box of chicks chocolates is the way to get decent service. Presumably it would have to be on a regular basis, though.

Our receptionists are lovely, efficient and helpful. Today one of them helped me through a complex repeat prescription form and was pleasant and kind. They have to deal with so many difficult people, many of whom are stressed, (so can be unreasonable), utterly self-obsessed, (as you can be when you or your child is ill of course), many who have unrealistic expectations, (there was a woman in there today who spoke almost no English yelling that she had to have an x-ray. It didn't matter how many times the receptionist tried to explain that they didn't have an x-ray machine in the surgery and gave her the address of the nearest hospital she kept shouting, "My right to X-ray. I need X ray"). I left before that one was solved. Doctors run behind because people have illnesses that take longer than 5 minutes to explain and the receptionists have to deal with the fall-out. Some can be horrible I know but most are just doing their best and almost never get thanked.

My DH was asked by the practise nurse to do a early morning water sample and take it in to the surgery.
I dropped it into the surgery, to be told "oh, no, we don't take them, you'll have to take it to the hospital" (a bus or car journey away)
"But the nurse asked for it to be dropped off here" I said."You must have a courier pick-up for samples?". (They usually get picked up at 1pm where I work, and I went to GP first thing.
"No, we don't have a courier pick-up". (Bollocks.What happens to swabs and blood tests?
I said I wasn't going to go to the hospital today, and the sample would be wasted.
They were complety unhelpful.

I was recently at drs at the same time as antenatal clinic. A heavily prgnant lady came to sit in reception with her husband/partner, she had obviously just been seen by midwife and was in a great deal of distress. Her partner asked the receptionist if there was a room they can wait in and was told no he then became (understandingly) angry and said loudly ffs we've just been told our baby may have died we would like some privacy until ambulance comes the receptionist replied "I've told you to sit there so that is where you will sit".
Fortunately the ambulance arrived couple of minutes later. I was so shocked as I think was everyone.

Happy ending I saw the lady about a week later with new baby.

One of the criticisms of Staffordshire Hospital was that receptionists were triaging patients.
It is NOT a receptionist's job
Ours at our surgery are appalling and I take great pains to avoid if possible.

I hate these threads.

Some receptionists are shit.

Some are great.

If many of you heard the abuse that they take day in day out, as well as trying to fit 35 patient requests into 20 free appointment slots, you'd probably be a little more understanding.

There is no excuse for rudeness and that works both ways.

I don't get the "they have a stressful time and get abuse" argument, sidge.

I'm sure before taking on a receptionist's position they will be well aware of what the job entails and that it involves dealing with people. There are assertive ways of dealing with rude customers/patients without being rude and there is no excuse for a receptionist to be rude to someone that is being friendly, pleasant and polite to them. Perhaps if they find it difficult to perform a fundamental part of their job, ie dealing with people, then they should do an alternative career!

It seems to me that GP surgeries are basically small businesses, many of which are badly managed. But market forces don't apply, so they never go to the wall because of poor customer service.

It would kind of be tolerable if they didn't deal in life and death.

I just love the standard doctor's receptionist defence "Well its a very stressful job and we put up with all sorts you know."
Um. So does most of the population in their line of work.

It doesn't give a receptionist carte blanche to be thoroughly unpleasant to ill/vulnerable patients.

It doesn't give a receptionist carte blanche to be thoroughly unpleasant to ill/vulnerable patients

Exactly. They have no right to take it out on the next patient, if they can't maintain a basic standard of professionalism and good manners, then they shouldn't be in the job in the first place.

I have never been less than scrupulously polite with these harridans and yet still get treated like something they've just trod in.

Their attitude seems to be 'I will be rude and hostile, just on the off chance that the patient might be.'

Careergirl, exactly!

I used to work in my friends pub when he was shorthanded and just because I dealt with drunks, threats of violence and sexual harrassment on each shift (and this was a naice village pub!), didnt mean I treated all of the customers like shit! I think auf is right, without the pressure of losing custom as would happen in any other business, the receptionists that are guilty of this are never pulled up on their behaviour.

I would say that the ?well it?s a very stressful job and we put up with all sorts you know? is crap.

I say this as an ex a/e Nurse who also worked with patients in acute detox/ liver unit/ cardiology (I liked variety) so some experience of stressful situations and rude/ aggressive/violent people.

I found that by being polite and firm got me a lot further (except with the very confused ones you had to go with what every their delusion was to some extent).

So while trying to compare the stress in my ex-profession with that of being a GP receptionist is comparing apples and cucumbers, I still feel that I can say Crap excuse!

Oh and before anyone says it no I didn't tell them I was a Nurse what I did as a living was of no relevance to my reasons for seing the doctor, so no ?well I am a NURSE and I know sooo much better than youuuuuuuuu?

I think it will certainly help patients when they are able to vote with their feet.

In my experience, small businesses are often ham-handed and crap at management: think of family businesses and their inefficiency and in-fighting. GP surgeries seem to me to be like that: dependent on the whim of strong/bullying personalities, with very little grasp of the notion of "professionalism", which is now quite well understood in other sectors.

I have certainly suffered due to "reception vs practice nurse" infighting; and there seems to be no attempt to hide the "them vs us" attitude with regard to the doctors. How can such an organisation possibly give good service?

HexagonalQueen I never said being under stress was an excuse to be rude and obstructive - I said "If many of you heard the abuse that they take day in day out, as well as trying to fit 35 patient requests into 20 free appointment slots, you'd probably be a little more understanding."

I meant understanding of why they can't accommodate everyone's demands all the time. I also said "There is no excuse for rudeness and that works both ways."

I am in no way condoning rude and unpleasant behaviour. I think they do a hard job and most do it well. Of course those that don't should be called on it.

You can't compare it to working in a pub or as an A&E nurse. I doubt very much when applying for a receptionist's job in a GP surgery anyone expects to be verbally and physically assaulted, to have patients threatening to wait outside for when they finish and fill them in, to key their car, to have urine thrown over them, to be screamed at down the phone and called a fucking useless cunt because an appointment can't be conjured out of thin air for them.

That sort of behaviour shouldn't be tolerated in any job, and of course doesn't justify the next 'customer' who is perfectly pleasant and polite getting short shrift. But once again a thread like this makes sweeping generalisations about a whole group of people based on a single unpleasant person the OP happened to come across.

Sidge, if it was a single unpleasant person, I wouldn't have started the thread.
I do believe that it is a trait as I said here - I have been upset by a few different receptionists in different practices over the years

I had a receptionist tell me loudly at the front desk in front of other patients once that- I couldn't have any condoms and would have to go on the pill! I was too to complain.

You didn't write than in your OP or thread title.

You referred to a single person and event.

Anyway I'm not disagreeing with you that SOME receptionists need to go to charm school but I just get sick of these profession-bashing threads whether that's receptionists, teachers, doctors, shop staff etc.

There are many posters on this thread, many giving many examples. Hardly "a single unpleasant person the OP happened to come across".

I have never, ever seen a GP receptionist being subjected to even slightly rude behaviour. No-one would dare.

HexagonalQueen I never said being under stress was an excuse to be rude and obstructive - I said "If many of you heard the abuse that they take day in day out, as well as trying to fit 35 patient requests into 20 free appointment slots, you'd probably be a little more understanding."

Well is that not saying then that because they have a stressful job they are allowed to be rude and we should be understanding of that? Understanding works both ways and doctors receptionists should understand that they are working will ill, vulnerable, and at times emotional people. Like I said, if they can't do that then they need a new career path!

Yes, there is the question: "Who is the ill one?"

Patients are by definition ill, so may be emotionally not at their best.

If receptionists are feeling ill and unable to cope, they should go home, not take it out on the patients. Indeed they should go and see their GP for some medication.

Hear hear Sidge.

What a nasty thread.

I hate that receptionists get the blame for everything. I have been shouted at many times and told I am on a power trip when I charge people for late cancellations, when its the dentists decision and their money. All because people have these awful preconceptions.

Last year I went to see my GP for a routine appointment. I turned up 5 minutes early for the appointment, was kept waiting by the receptionist for 9 minutes while she answered the phone, shuffled some papers, checked her computer screen and talked to her colleagues, all right in front of me. I wasn't fussed - she was doing her job and my GP is always overrunning by at least 20 minutes by lunchtime.

When she finally decided to acknowledge me, she berated me for being late for my appointment. I was too to say anything and the elderly gentleman behind me leant forward and told her, firmly, that the reason I was late for my appointment was because she had kept me waiting. I could have hugged him.