To think doctors receptionists should be given a break

[Lucyellensmum100]

No, im not a doctors receptionist and yes, some of them (thankfully the minority) are bitches. But on the whole they do a difficult job and it really irks me that the general attitude is that they are the dragon on the end of the phone.

I have worked as a veterinary receptionist, which whilst quite different had similar issues.

I was expected to make a decision based on what the client told me whether an urgent appointment would be offered. If i client SAID it was urgent, then it was treated as such and the first available appointment offered. It was helpful to try and get as much information as possible to decide what appointment was the most appropriate. I often used to say to clients "lets see fluffy today" as some people don't like to push for appointments so i would always try and make sure those cases were seen. I wasn't trying to be an armchair vet!

The thing is, there are only so many hours in a day and I was not trying to be difficult if i refused an appointment right there and then - I just couldnt do it, or more often than not id have the vet standing over me making throat cutting gestures to warn me not to make anymore appointments that day as they had an urgent meeting golf to attend to after they had finished their consulting times. Id get it in the neck from the clients and then when the vet finally did condescend to seeing them, they would be oh so polite and "thankyou for seeing me, we tried to get an appointment yesterday but your receptionist woudlnt allow it" I can't help but wonder if this happens to Drs receptionists too, more so in small practices i imagine.

Generally our clients were lovely, but some people could be so rude, ranging from condescending to downright abusive, I was called a cunt on more than one occasion - I wasn't i was actually very well liked by the decent sane clients. I'd feel terrible having to refuse people but what can I do if the vet is refusing to see peoples pets or there simply WASN'T a space and i already had a waiting room full of people waiting hours to be Fitted in. The very same people who would complain about being kept waiting because they insisted on being seen straight away!

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On the other hand:

I think that the current system of having to ring for an "urgent" appointment or "emergency" is pants, you try and make an appointment and the receptionist will offer one in three weeks time, but then counter it by saying, "if you ring in the morning and make an urgent appointment you will get seen tomorrow if you managed to get through on time" So there you are 8am, usually whilst trying to get the kids ready for school trying to make an "urgent" appointment, which ok, isnt life or death, but really needs to be seen in the next few days rather than few weeks! This is not the receptionists fault though! This need to change.

I do often find myself having to be very firm with the receptionists at my mums surgery, as unless you persist you will not be given an appointment. Id much rather be asked what the problem is and an appropriate solution be offered, but Drs receptionists don't do this. So its very black and white, theres either an appointment or there isn't. This isnt't the receptionists fault.

I am absolutely seething to think that people may write about me in my notes. In civilised countries, when you see a doctor you leave with a photocopy of the day's entries and a set of scans/xrays/results etc.

I have been an OPD nurse for 3 years and I didn't always enjoy the nurses who didn't really like patients or hard work and had chosen it because it was "9-5 and easy". Cuts both ways electronicdischarge

I just don't like telling a receptionist what is bothering me if it's a private issue. & if I don't tell the receptionist I don't get an appointment.
Thats what bugs me!

I remember when I first found out I was pregnant with DD1. I phoned Drs to book an appt. Was fairly new to area and had only been to this surgery once before. I asked for an appointment after work and was told there was a 2 mth wait for appts after 5pm, but they would put me on a reserve list in case there was a cancellation. (I hasten to add here that the GP surgery did have a 'walk in' service every morning for 'sick' people!!). I was a little taken aback (with thoughts of giving birth before I had seen the Dr), but fortunately, they rang and offered a cancellation within 2 wks.
After seeing the GP, I was asked to go to reception and make an appointment to book in with the midwife. It was the same receptionist as I had dealt with before and she laughed and said "Why didn't you say before that you were pregant - I would have given you an earlier appointment!!!". Funny it had never occurred to me to discuss this level of detail with the receptionist!!!
She was being lovely about it though and the many receptionists I have dealt with over the years at this surgery have all been fantastic.

The receptionists at our surgery are lovely. If you call and ask for an emergency appointment the most invasive question you get asked is if the nurse could deal with it or if you specifically need a GP.

At my previous surgery some were rude, abrasive, asked personal questions and would actually look at you waiting then go back to finish their chat before talking to you. I think it really is luck of the draw who you get lumped with, same as in most professions I suppose!

I work in outpatients. Patients are asked if they would like to receive a copy of the letter that is going to their GP. Most people say yes, so the sec sends them a copy when she sends the GP letter out.

I have never seen anything but medical details written in the notes.

Oh i wish mine was like yours Captain I once refused to tell them, just saying id rather discuss it with the doctor, my response was 'I can't give you an appointment then'

and it makes it worse, in a small town, 90% of the receptionists are people i know, not nice people and i don't want them knowing my business, I'm sure their are rules about receptionists telling patients details, but it has never mattered in my town!

Same at my surgery , you have to tell the receptionists the ins and outs of your problem & if you don't they refuse to give you an appointment.
Then when you actually get into the docs office he hasn't a clue why im there

Why would you sue for notes saying you were anxious or distressed? We would out this in notes sometimes to let other staff know pt was upset - sometimes people phoning on behalf of others want that reflected back - that their love one is crying with pain. In terms of care sometimes it is important to let the nurse or doctor know that someone is experiencing distress or anxiety.

I think it's a job where they know they will be dealing with sick and or distressed people, who can be sharp as they are in pain, worried etc. I knw it's not an excuse to be rude but patients just want to see a doctor. When I lived near London the receptionists were deeply unpleasant and very very nosy. In central London, very kind and did not cross question me on ailments. In the countryside they are lovely, always a choice of appointments, choice of doctor without being defensive, offers of chats with a nurse first if wanted, and do not ask for a reason why you want to see anyone. and the doctor has been known to drop round my house just to check on a very sick child. just luck of the draw I guess..

Personally I have never been asked why I want to see a doctor when making an appointment.

Its almost like they are judging weather you actually need an appointment or not, isn't it pumpkin

It really gets my goat. I once had to ring up to get a doctors visit for my Grandma, and the receptionist couldnt understand why she wasnt able to visit the doctor in surgery, she's 86, blind and has Parkinson's disease. Her response was, cant you bring her down?..