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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

214 replies

oldmcdonalds · 24/01/2012 12:07

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.

OP posts:
perfectstorm · 27/01/2012 00:26

I once asked for an appointment urgently, and she asked why, and I said for a script for anti-depressants. And she sighed huffily and said, at the top of her voice in a packed waiting room, "why do you people always leave it till the very last minute?"

In my case it was because I'd been mugged and my pills were in my handbag.

Once I called up for an emergency appointment with the nurse, and when I explained it was for a morning after pill she suggested one next week.

My currentGP have stellar reception staff, though. Seriously wonderful. Lots of kindness, efficient, and common sense in spades. I love them.

Quenelle · 27/01/2012 09:39

I was surprised to be given the result of my ovulation test over the phone by the receptionists. She said it was 'positive'. I asked for an appointment with the doctor to discuss the next steps, as he had advised, eventually after lots of explaining she made the appointment. At this appointment the doctor looked at the test result and found it was negative. So, exactly the opposite of what she said then Hmm. So glad I insisted on seeing the doctor.

This is just one of many problems I had with the reception staff at that practice.

kittyispretty · 27/01/2012 10:14

we have a ruder than rude receptionist,i popped in to pick up a repeat prescription and she said in a loud voice 'are you kittyispretty' i said yes,she said 'you've still got some hospital equipment and if you dont give it back they'll call the police on you' I was staggered and didnt know whether to laugh or cry,all eyes were on me from the waiting room.I burst into tears and ran out into the car park.Yes it's a fair cop guv,the previous week id had a mobile blood pressure monitor at home,but then had my step dad die so reasonably had not been able to return said item.I went home got the bloody thing,took it back to the surgery threw it on the counter and said that i'd decided against selling it on ebay,to which her reply was 'well some people would' bitch bitch bitch.Anyhow,usband complained,my GP apologised on the receptionist behalf (which i dont think she should have done),and told me that this receptionist has worked in a 'tough' area before so was heavy handed WTF !.Why almost all customer facing roles within nhs or schools that require sensitivity and empathy have the most hardest bitter people working in them is beyond me.

PopcornBiscuit · 27/01/2012 11:04

YANBU

careergirl · 27/01/2012 22:10

I had a private blood test done (couldn't book in for one at my gp as the receptionist couldn't understand I had to have the test done before I saw the gp but that's another story!) anyway it cost me £45 but the receptionists at the private clinic were lovely. Very busy with phones ringing and people in and out but polite, helpful and pleasant. Marked contrast.

Oakmaiden · 27/01/2012 22:25

The receptionist at my doctor's made me cry today. Probably not really her fault, but there you go. I was just so frustrated....

I ran out of ADs about 10 days ago, and didn't get the chance to go to the surgery to request a repeat prescription til early this week. Went in today to pick up the prescription (something I was only able to do because I had my child at home poorly and so was not at work). To be told "Oh no, we can't issue a repeat px as the Dr wants to review you. You can't have an appointment today though - you will have to phone on Monday." Now - not her fault I have run out of tablets; not her fault I am feeling so fucking ill because I haven't been taking them; not her fault that I am in the middle of doing my dissertation research and quite simply CAN'T get to the doctors surgery for the next 2 weeks. But when they realised they weren't going to do the px it would have been so bloody useful if they had phoned me to let me know, because I WOULD have been able to make an appointment for today, had I known it would be needed.

As it is I said "Oh well, that is blooming brilliant. Thanks for nothing" before bursting into tears and storming out of the surgery.

I still don't know how I am going to get my sodding tablets....

aufdeutschbitte · 27/01/2012 22:37
Sad

Ring NHS Direct - they will tell you what to do; and the docs will then go along with their advice. Don't think you should have to wait til Monday.

Popoozle · 27/01/2012 22:45

Oakmaiden - I'd phone up on Monday and, if you can't get an appointment, ask for a GP to phone you back. Explain to the GP that it's difficult for you to get in for appointments at the moment & he/she will probably give you a couple of weeks or another month's supply to last until you are able to see someone.

When the Receptionist asks why you need to speak to a Dr just say "I have an urgent problem with my medication" or something similar. No detail required. The "reason" is to help the GP prioritise their calls, not for the Receptionist.

HTH.

Popoozle · 27/01/2012 22:48

aufdeutsche - she could try that but I doubt they would help unless the patient was at "crisis" level, unfortunately. I honestly think they would tell her to make an emergency appointment with her GP on Monday.

marriedinwhite · 27/01/2012 22:57

I don't need empathy but I would like good manners, discretion and two brain cells.
"Please can i have the first available appointment before 9am"

"I've got 3.30 this afternoon."

"Oh thank you but I need the first available appointment before 9am please".

"Well you can have 11am tomorrow".

"No, please can I have the first available appointment before 9am".

"I can do 3 o'clock tomorrow".

"No, please can you repeat what I have asked you to book for me"

"what do you want me to say?"

"can I please have the first available appointment before 9am".

"Can't you come after 9am?"

"No I have a full time job"

"I've got 9.20 on Thursday".

"it isn't urgent, please can I have the first available appointment before 9am"

"can you wait until next week then".

"Yes".

"I've got 8.50 on Tuesday then - will that be alright?".

"Yes, thank you why couldn't you have offered that in the first place?"

And then when you arrive and different receptionists, they blast across the crowded surgery "there's a note on your record to say you aint 'ad a smear and it's overdue".

They wonder why they get short shrift! Confused

Popoozle · 27/01/2012 23:09

I must admit marriedinwhite that I don't understand why in some practices the Receptionists seem to be providing a smear reminder service. Yes, the computer system (most practices use the same one, I believe) does flash at you to tell you if someone's smear is overdue but, again that is for the Dr's information so that he/she will notice & mention it during your appointment. It would be a disciplinary matter in our surgery if I yelled that across a waiting room! Confused

aufdeutschbitte · 27/01/2012 23:29

Popoozle, surely Oakmaiden needs to get her medication urgently, though? You're supposed to go onto ADs carefully, and off them carefully and under supervision - not just run out and not know when you'll get your hands on the next lot.

I think any doctor who knew Oakmaiden's situation would get her some for the weekend.

But receptionists might disagree with that.

marriedinwhite · 27/01/2012 23:41

Could Oakmaiden go on a little trip or drive tomorrow - about 30 miles to stay with friends for a long weekend and pop into the chemist because she has forgotten her tablets. I believe they will always provide tablets in an emergency and it will tide her over until ealry next week when she can get an appointment for a repeat prescription and to explain what she had to do becuae the receptionists were so unhelpful.

aufdeutschbitte · 27/01/2012 23:44

I would have thought most people would treat it as a very urgent situation. Asking a chemist is a good idea. You're probably right that they would hand out two days' worth.

70isaLimitNotaTarget · 27/01/2012 23:47

I'm pretty sure (not 100%) that a pharmacy will issue an emergency prescription if you give them one of the tear-off portions of your up to date one.
Worth a try ?

Popoozle · 27/01/2012 23:51

I'm just saying what I think most likely to happen aufdeutschbitte. I'm not saying she shouldn't have her medication until Monday, just that running out of antidepressants probably would not be considered a medical emergency by NHS Direct or an OOH Dr. It is not my personal opinion that she should have to wait until Monday, I just do not see who is going to do a routine prescription outside surgery hours. Maybe it depends upon where you live and what sort of OOH service is provided in your area. For example, if there was a walk-in clinic locally which opened on a Saturday that might be an appropriate place to go. Walk-in clinics do not exist here, so I have no experience of them.

The advice I gave above about asking to speak to a Dr on Monday if she cannot get an appointment completely reflects the fact that a GP would not be happy for someone to be without the antidepressants that they need. However, the OOH's Drs here are for medical emergencies only and would not do repeat prescriptions.

aufdeutschbitte · 27/01/2012 23:52

I bet you anything at all they would do anti-depressants if someone had run out and had none.

Anything at all.

Popoozle · 27/01/2012 23:54

That's a thought 70isaLimit, here they will do that if you are a regular customer of a specific pharmacy - but not for someone they don't really know. Could still be worth oakmaiden trying that.

Popoozle · 27/01/2012 23:57

Although, I'm imagining that oakmaiden might have handed her prescription slip in to the surgery and would not have been given one back as the prescription was not issued? She could try taking an empty packet to the pharmacy though by way of proof that she does use that particular medication. It would be down to the Pharmacist's discretion then.

mummytowillow · 28/01/2012 00:07

The receptionist at my old doctors used to ask what was wrong when you phoned for an appointment! She asked my ex once and he said he had a sore dick! Wink

I used to tell her that's between me and the doctor, she hated me!

Popoozle · 28/01/2012 00:10

aufdeutsch. Really. No. Not unless you were ill enough through lack of medication to need a visit. Where you live might be very different but, here, the OOH emergency number is answered by paramedics. They will either send a Dr to visit you - if you need one, provide you with an ambulance - again if you need one, advise you to take yourself to A&E if appropriate or tell you to contact your GP when the surgery opens. They will not issue prescriptions unless they have had need to visit you. We are trained re: what the OOH service in our area provides & what it doesn't. The number 1 thing on the list that it doesn't provide is repeat prescriptions. A pharmacy may well help though and if oakmaiden is still reading this thread, hopefully she will try that in the morning.

aufdeutschbitte · 28/01/2012 01:06

Well, I'm glad you are so certain of your opinion.

Bogeyface · 28/01/2012 01:30

And then when you arrive and different receptionists, they blast across the crowded surgery "there's a note on your record to say you aint 'ad a smear and it's overdue".

That happened to me on Tuesday! I didnt even think to comment on this thread about it til I read that! I was booking for my next appt with the nurse (I am finally quitting smoking, YAY!) the receptionist, who to be fair was very lovely, reminded me of my overdue smear. In front of a room full of silence and people waiting. She said she could book me in to have it at the same time as my smoking cessation appt, so I said yes ok anything just shut the fuck up . And then I did "period maths" and realised that I couldnt so I said "Oh no, I cant do it then, I'll call to book it another time" and she said "Oh its no bother, she has no other appointments" so I had to say that I couldnt do it that week and she didnt get it :o SHe was barely 20 if she was a day and I am sure an older woman would have got it, and I am damn sure the waiting room did!

Bogeyface · 28/01/2012 01:32

auf she is certain of her facts regarding her area. Each PCT is different, so it isnt opinion at all and you are being rude.

Boomerwang · 28/01/2012 01:51

I just wanted to say that I went down to only two AD's because I'd made a mistake believing there was an extra strip in the box. I contacted my surgery and the receptionist said there were no appointments left for the day. My surgery will not allow you to book appointments for any day but the very day you call (which is actually brilliant because now there's never more than a few people waiting to be seen) I told her I must have these pills so she told me she'd get a doctor to call me back.

Later on I got a call back but it was the receptionist who said I could pick up a two month supply that day.

I don't see the problem with getting the doc to print off and sign a prescription, so why your receptionist was a twat I don't know.