To be livid at the reception lady at my GPs

[Fishwife1949]

Right firstly i am a foster carer and the expectation is that any foster child will get a same day appointment (no questions asked)

My Gps have this very muddled way of giving appointments i was told you had to ring at 8;30 to get same day appointments when i rung was then told i could have a appointment next week (confused)

i informed the lady at reception the appointment was for foster child not for me or my child she refused to give me a slot, i then asked for her name

because when i am asked by sw why said foster child had not seen doctor i was able to give the name of lady at reception any why she begrudgingly gave me a slot then

saw GP WHO THEN asked me why i was rude the to lady at the front desk

i explained to the doctor that i was a foster carer and that he and i have a statutory duty to the child informed him that fc were entitled to same day appointment

and that i am constantly having issues registering the foster children and getting appointments, also its very frustrating them wanting to know what wrong with the child as they are not medical staff they are not is a position to judge weather a doctor needs to be seen or not

also explained to the doctor that i am not even allowed to give calpol with out it being prescribed

because the child is not my own i have to be very careful and be safe than sorry turns out baby had a infection after all but if i didn't take her and insist baby was seen i would have heel to pay from baby's social workers

the Gp was actually very good about my situation said he would get the ladies on the front desk to understand that i do not have PR AND CANNOT MAKE EXCUTIVE DESISTIONS ABOUT A CHILD and that i have to answer to parents, social workers and ultimately the courts

sorry its so long but i sick of people thinking i just do a bit of light baby sitting and that she TOLD ON ME

[SecretAriel]

Yddraigoldragon to reassure you as a Medical Receptionist, I had to sign a confidentiality agreement and usually we don't ask for info out of interest, but are pressed to do so by GPs.

Unfortunately Fishwife YANBU as you seem to have encountered one of the many Medical Receptionists who seem to think that being rude to patients is part of the job. In our surgery, if the parent or carer of any child calls and says they need seen on the day, then with no questions asked the child will be seen on the day. I do not understand why some receptionists feel it is their duty to grill every patient before deeming them worthy (or unworthy) of an appointment.

We are not all like this, but people usually only remember and talk about their bad experiences.

[Moominsarescary]

Yanbu at our practice the receptionists ask if it's an emergancy, you say yes, a nurse practitioner phones you back to find out what the problem is and gives you an appointment.

Receptionists arnt medically trained and therefore shouldn't be deciding who can be seen on the day and who can wait IMO. They always fit children in at our practice and I wouldn't say it's the greatest surgery.

[ErrorError]

P.S. Fostering sounds like rewarding but very hard work, especially with all the regulations and protocol. At least you can have a clear conscience knowing you did the right thing, and hopefully FC will feel better soon.

[ErrorError]

My DP had a bad allergic reaction and I took him to my GP as his own was in the next town. Receptionist was quite short with us and asked why couldn't he go to his own doctor. I said it's in the next town, she said "why don't you drive there?" DP was in pain and I didn't have a license at the time so I said no. Then she said, "Well can you get the bus then?" I said no. Huffily she said he'd have to fill out a temp residency form then, and handed him a pen, which he couldn't even hold because his fingers were swelled up like sausages. I filled it out while she 'went to check if the doctor was available'. Within a few seconds the doctor was out and fast-tracked him into his office. He was prescribed a course of antihistamines and off work for 3 days. GP had said he did the right thing coming straight in, and it could have escalated into an emergency.

Long story short, it isn't a receptionist's job to attempt diagnosis, and I find a lot of them quite rude. If I was you I'd still be fuming. Wish I'd put a complaint in about ours thinking about it, but was too stunned at the time. So no, YANBU.

[edam]

Some GPs have further training in an area of medicine where they have an interest such as respiratory disease or diabetes or dermatology. They are often called GPSIs - GPs with a Special Interest - and may run the equivalent of outpatient clinics themselves, or even carry out minor surgery. But it's entirely voluntary so it's pot luck whether your surgery has any of them.

[edam]

Fishwife - YANBU and it sounds like the practice is failing to live up to its responsibility for looked after children. If I were you, I would report this to your foster-child's social worker and write to the practice manager, drawing his or her attention to the local authority procedures and asking them to ensure every member of staff is aware of them.

GP receptionists are often left to sink or swim without any training at all. GPs can be very bad employers, unfortunately. So sadly I'm not suprised this receptionist didn't have a clue about foster children - it's her boss's job to make sure she does.

[HandHolding]

@Sirzy, compare to other practices in my area, this is actually a well run practice.....

I agree with in theory though. It's just that the reality is far removed from that.

[diddl]

"So if someone wants an appointment for a child it's not best to give them an appoinment with someone who specialises in peads? It someone has an orthopeadic issue they shouldn't be sent to the gp who specialises in that?"

I didn´t think that GPs specialised?

[Sirzy]

See I would say thats a bad system at your GP that you a) can't get an appointment and b) dont get some choice. Locally practises have to keep a certain percentage of appointments with each GP for on the day appointments. Some GPs fill up quicker than others but you always have the chance of getting in with the GP of your choice or who is more likely to be able to help you.

[Fishwife1949]

HandHolding to be fair he did say he had told them to give me a slot same day from now on but he did ask or childs sw name and number

[HandHolding]

And will be lucky if you can get an appointment anyway.

[HandHolding]

xpost

@Sirzy. Nope, in my surgery, the GPs have their schedule full weeks in advance. You do have one GP available for urgent appointment. You have no choice on who it is.

[HandHolding]

Sirzy but it doesn't mean this speciality is what is going to be the priority. They are General Practitioners.

When it actually domes down to 'that's the only place left for today', you just take whatever there is, even when you don't really like the GP or don't think he/she is professional tbh.
Have you seen the recent research that shows people don't dare complaining about their GP because they are worried they just won't have a GP any more afterwards? The situation now is that you have to take it or leave it. There is no choice.

[Yddraigoldragon]

Our surgery has just changed to the system of the receptionist asking what is wrong before allowing an appointment. I am really unhappy about it, they are not medically trained and as far as I know (and please correct if I am wrong) have not signed any oath etc to ensure confidentiality?
I get really stressed anyway booking appointments there, to have to discuss what is wrong twice would really push my buttons.

[Sirzy]

But handholding - all those GPs will have some on the day appointments which is why they TRY (not guarantee) to match that up as much as possible. Hence them asking.

[OhSoSimple]

I always choose not to have the GP that specialises in Peads. sirzy as he used to continually tell me I was over protective of Dd and there was nothing wrong with her. I used to take her to out of hours GP where every time they confirmed tonsillitis. He also refused to refer her to a specialist, I went privately and then the Doctors referred me to NHS who removed tonsils. She has seen the GP once since them who told me her tonsils were clear - I couldn't even be arsed to point out she didn't have any sodding tonsils!!!

So after that rant, no it is best to see whoever is available when you need to see a doctor and not for the receptionists to make any attempt to match you up.

[InfinityWelcomesCarefulDrivers]

" i actually dread phoning now the GPs is supposed to be part of the team around the child i feel alone baby is poorly screaming for hours and all i get is abuse from the lady on the phone desk and touted on to the GP (but he was very understanding)

AND WHEN SHE SAID I WAS JUST DOING A BIT OF LIGHT BABYSITING i was just [shocked]"

Feed this back, to the practice but also the la. As you say they are meant to be part of the tac. There must be an independent reviewing officer on board - would this be part of their remit?

[Sirzy]

All GPs I have ever encountered have some sort of specialism/area of expertise.

[HandHolding]

Sirzy at my surgery, you just take whatever GP is available, just being happy that you can actually see somebody.
Seeing someone who is 'specialized' on such or such area is great when you have time, in which case, you usually don't ask for the nearest appointment but for an appointment with so and so. Very different scenario and one that usually doesn't create any problem as long as you are happy to wait 2 weeks + to see somebody in particular

[Fishwife1949]

Sirzy i live in london you see who you see the best you cant get is female or male doctor their is no ped doctor

[Fishwife1949]

OhSoSimple agreed when my friend told the front desk she had a rash they made her appiontemnt for two weeks away turned out she had cancerous moles growing and not a rash at all


Giving people advice over the phone dosent work at the best of time look at nhs direct let alone with untrained front desk staff

[HandHolding]

Fishwife1949 write to the practice manager. Seriously, do it. The receptionist and the GP should have known about the procedure wo you having to explain it all again.

BTW, if the GP felt it was OK to tell you the receptionist thought you were rude. If his first reaction wasn't to tell the receptionist she was wrong and had actually acted unprofessionally, then he he doesn't know the procedure either and needs to be retrained on that subject too.

[Sirzy]

So if someone wants an appointment for a child it's not best to give them an appoinment with someone who specialises in peads? It someone has an orthopeadic issue they shouldn't be sent to the gp who specialises in that?

I'm not saying they should decide if you get an appointment or not simply match to the doctor who is most likely to be able to help.

[toomuchmonthatendofthemoney]

You need to write to the practice manager to explain the situation regarding foster children in your LA and ask for all staff to be briefed on this to avoid future problems. Yanbu to be annoyed but yabu if you don't take sensible steps to help improve the situation for all concerned.

[OhSoSimple]

Sirzy I totally disagree it is not up to receptionists to decide who sees which GP based on a symptomatic description. They are not medical professions. Indeed a receptionist doing just this meant a baby was not seen at our surgery and sadly passed.