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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to not want to discuss my medical problem with a receptionist?

36 replies

Wearsuncream · 06/07/2012 19:49

Yes I understand they are trying to triage patients by asking what's wrong - but sorry I just don't believe a Doctors receptionist should be making that assessment anyway and that's aside from the confidentiality/data protection issues.
I got to my Doctors today and found they'd booked me in with a nurse because I 'wouldnt' tell the receptionist what was wrong (to be fair it is a very personal and potentially serious problem that I realised I would need a referral for-which I was correct about).
AIBU to want to speak to a doctor about something? I want their training, clinical experience and expertise, ability to refer etc and not the 'skills' of a possibly well meaning but ultimately untrained recptionist (who has previously made comments about test results I've been sent for and even questioned to me why they've done it..?! As well as telling me that the midwife at our practice had the same condition?!?!?) garghhh!!!

OP posts:
eurochick · 06/07/2012 19:51

No, not unreasonable at all. Presumably you now have to go back to see the dr to get the referral you need so this appointment with the nurse was a complete waste of resources as a result of the receptionist's inexpert triaging.

BadgersRetreat · 06/07/2012 19:52

YANBU and it makes me cross too

I'm a bit Shock that they gave you appt with the nurse instead of the doc. Seems out of order to me - especially as the receptionist is indiscreet.

ProcrastinationAteMyMorning · 06/07/2012 19:52

Surely you could just have said 'it's a very personal and potentially serious problem', like you did to us? I've done it before.

lolaflores · 06/07/2012 19:53

Oh god those feckers. Obstruct more than they help to be honest.

strugglingwiththepreteenbit · 06/07/2012 19:53

No YANBU. If the doctor wants a telephone-based triage service he needs to employ a nurse to do it and you've every right to expect a confidential service. Time for a complaint to PALS!

Huffles · 06/07/2012 19:53

YANBU - I hate it too. I find it very intrusive when they ask.

ProcrastinationAteMyMorning · 06/07/2012 19:54

Followed by a reminder of your right to patient / doctor confidentiality if needed. Have done that too...

crashdoll · 06/07/2012 19:54

YANBU. I had a personal problem and said "it's personal, I'd rather not say". I was all geared up for a fight but they accepted it and I got to see the GP. Did you explain it was a sensitive issue or just refused to tell them?

strugglingwiththepreteenbit · 06/07/2012 19:54

and now I'm really cross with myself for assuming the doctor involved was male!

Original poster
Wearsuncream · 06/07/2012 19:55

exactly eurochick - actually I kicked up a bit of a fuss emphasised that I also wanted to see I doctor so luckily didnt have to go back again. So annoying and pointless.

OP posts:
ProcrastinationAteMyMorning · 06/07/2012 19:55

yy - your ineffective communication strategy aside Wink - I do think a complaint to PALS is in order. She sounds horribly indiscreet and inconsiderate.

sensuallettuce · 06/07/2012 19:56

Ours looks like Alice Cooper (it's a female) I feel unnerved divulging medical info to her.

Requisite of the job is to be a total bitch is it not?

Maybe that's just my surgery.

SoozyWoozy · 06/07/2012 19:58

YANBU.

Receptionists should not be used to triage patients - i.e to decide how quickly and who a patient should be seen by. If GP surgeries want to triage patients at point of contact, they should employ trained staff to do so, or train the receptionists to use a health care pathway, similar to that used by Health Advisors at NHSDirect.

Of course, that would block lines to the surgeries as people would be phoning for advice all of the time, rather than booking appointments... those who wish to simply book an appointment and not be assessed would get frustrated with the system...

Complicated, isn't it?! Wink

I've said 'Its personal, something I only wish to discuss with my GP' to receptionists before, and it hasn't caused too much offence.

Original poster
Wearsuncream · 06/07/2012 19:58

I did say it was personal and blustered about it slightly which probably made it obvious what it was! - but obviously wasnt graphic enough/assertive enough to get an appt with a doctor.

OP posts:
Jakadaal · 06/07/2012 19:58

Receptionists are trained to signpost patients onto the right professional more often than not following a policy drawn up by the GPs. When receptionists ask what the problem they don't really want to know they have to been trained to get some idea of the issue to signpost you to the right professional - why wait 5 days for an appointment with GP when a nurse can see you usually that day. Nurses are highly skilled and are often specialists in certain areas

SoozyWoozy · 06/07/2012 20:02

I very often ask to see the Practice Nurse rather than the GP. I get seen much quicker, they run on time and get the GP in if they aren't sure.

Got to luff nurses :)

*disclaimer... I am a nurse and would much rather see another Nurse than my overwraught GP!

Original poster
Wearsuncream · 06/07/2012 20:05

Agree that nurses have an excellent role in a surgery - but what if I had said to the recpetionist "well I've got a bit of a headache" - I simply dont accept that she can make the call that says who should see me - when the headache could be a reaction to complicated sets of drugs/brain tumour/migraine etc etc etc - if I have athletes foot or piles then I'm happy for a nurse to prescribe for me because I know I dont need complex diagnostics/professional opinions that I need from a GP - a simple prescription is fine.
I also cant think it is much fun for a receptionist to be doing this - e.g what happens when the patient gives too much information of a sensitive or distressing nature??

OP posts:
sensuallettuce · 06/07/2012 20:07

hand up I don't mind seeing the nurse!!! I'd just rather not discuss it with the receptionist :)

CrikeyOHare · 06/07/2012 20:07

It pisses me off no end too.

I need to get my ears syringed about once a year due to wax build up Blush (in my defence it's because I apparently have very narrow ear canals). Anyway, I know the signs, do what I can to sort it myself and if I can't, I call to make a nurse appt. The last time I did the receptionist told me that she wouldn't book me an appointment until I'd spent 10 days softening everything with warm olive oil - exactly what I had been doing.

I told her and told her that I'd been through all this so many times, knew the drill & had been softening but she knew best, evidently. She ended up making the appointment in a huff and that I was "not to be surprised if I was just sent straight home again". I wasn't and ears got sorted.

Grrr.

MammaTJ · 06/07/2012 20:08

Hey, at least you got to see someone!! In the town I live in there is one surgery where the doctors ring and make a diagnosis over the phone!! Clever psychic or possibly just don't give a shit doctors!!

I changed from them when I could never get an appointment for my son and his toxic poos and the nappy rash and infections it caused.

Went to new doctors and got seen that day and while we were in there she was dictating a referal letter to the paeds.

It wasn't even difficult!!

YANBU!!

nightowlmostly · 06/07/2012 20:12

I got the hump the other day when I called for an appt for my DS. I got a same day appt, fine, but when we got there it had been made with the nurse. It wasn't an issue, but the receptionist had no idea what the problem was, I just called and asked for an appointment. Why assume a nurse will do? You'd expect the default to be the GP. What if he'd needed the doctor, by the time we got there all the appts would be gone! I
Was irritated but no harm done. I'll know better next time!

sensuallettuce · 06/07/2012 20:13

DS1 had appendicitis I knew he did (dunno why - I just knew something was really wrong - he wasn't puking but it was a mum thing) and I had to examine him over the phone to the doctor Hmm and then insist that he was admitted 24 hrs later after he was admitted late at night they took him to surgery to remove it "just in case" and the fucking thing had totally burst Hmm.

From now on my motto is always believe you are right and be insistant until proved wrong.

susiegrapevine · 06/07/2012 20:15

Hmm I agree you should not have to say to the receptionist but I had to the other day in order to get an appointment at all at my docs had phoned continously from 8.30 until I got through at around 9, no appointments left no advanced appointments unless follow up at my docs. I had done the same the day before so I voiced this to the receptionist, she said if you tell me what's wrong I will get the doc to call you back and hopefully sort over the phone. So gave in and told her I had a pussy sore lump on my breast!! Magically they called back about half an hour later with an appointment!! Funny they didn't have any just a minute ago. Makes me annoyed how impossible it is to get an appointment cos of people probably going in for minor things!

girlpancake · 06/07/2012 21:08

YAN exactly BU but I've got some sympathy with doctors' receptionists.
BUT I do think you should tell the surgery manager how indiscreet she's been. I heard of one case where a member of admin staff at a surgery congratulated an acquaintance in the street on her pregnancy, without knowing the woman had had the pregnancy confirmed but was booking in for a termination. If she doesn't understand how important her discretion is, then it needs to be explained to her.

SquidgyBiscuits · 06/07/2012 21:38

I rang up my GP's surgery a few days ago to make an appointment to have my implant removed. The receptionist asked me why! As if I'm going to either share my life plans with her or my medical problems.

It just seems that being a nosy bitch is part of the desired traits for a GP receptionist.

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