to think that doctors' receptionists are hated on here?

[lemontwist]

Okay so I may be a little biased (because I am one) but generally we work hard, often bend over backwards to juggle the needs of the patients with the demands of the doctors and other surgery staff and have to be constantly polite despite often being looked down on and spoken to like crap.
Certainly in my surgery we do everything we can to fit people in if they feel they need an urgent appointment. Yesterday the phone never stopped and there was standing room only in the waiting area at times. My colleague had a patient shout at her while doing everything she could to help him and remaining polite.
We get ridiculously busy at this time of year because we close for a whole twodays. AIBU just to ask you to cut us some slack and be polite back?

I would love a automated booking system then i wouldnt have to b interrogated by the receptionist about why i need to see the doctor. They are power mad at my surgery.

I once saw a gp having a go at the receptionist coz the gp had asked to see a small child again the next day & the receptionist tried making the appointment for a few days later. After telling the childs mum there were no available appointments somehow one suddenly appeared.

If a gp needs to see a patient its not up to the receptionist to decide if they can make the appointment or not.

The opinion is generally based on experiencing crap receptionists - it is they themselves that give your profession a bad name.

YANBU

Im 13 weeks into an HG pregnancy, and my Drs receptionists (and drs them selves) have been brilliant.... finding me an appointment nearly every single day for about 3 weeks.
Yesturday i needed an appointment and so did DD, I called in the morning and was offered a choice of 3 double slots, and could choose the time / Dr to suit me.

My Drs surgary team was great last year too.

maybe they are extra nice to me as i send them all a Xmas card thanking them for all their hard work, because they most certainly have bent over backwards for me, more time than i could even count.

I have NEVER been refused a same day appt, and am always offered one with 3 hours of my call (and can almost always select the dr and have a choice about the time too)

I have had a bit of a shitty year and have seen the inside of the health centre on a weekly basis. I have an autoimmune disorder which caused a cascade of other health problems and had complications after breaking my leg. The receptionists were mostly lovely and did their very best to make sure I was seen by the same doctor (it saved time having to explain things and saved locums scrolling through pages of history) even though I never insisted on that. One receptionist was an utter bag. She has a bit of a reputation for it.

When I was being discharged from hospital after getting yet another blood clot, the consultant asked me to ring for an appointment to be seen the next day. I phoned immediately to arrange it and the consultant was still in earshot. I explained the situation and she told me that I had no chance for three weeks. A day's notice wasn't good enough and didn't I realise how busy they were? I should know better etc etc...

My lovely consultant asked me to pass him my phone. I couldn't hear what he said as he went out into the corridor, but she has been sweet as kittens to me ever since.

Ours are completely wonderful approachable and lovely.

Also, a couple of years ago, before all this phone on the day malarkey my dad went in there with a horrific ear infection.

The receptionist refused to give him an appointment as they "don't deal with drunks". He had no balance because of the infection and ended up in hospital.

Oh Naysa your poor Dad. Many years ago DS2 (15 months-ish) was very poorly. Breathing fast and burning up. DH took him straight down to the surgery on opening and they said no appts until 3pm.

He said could he sit and wait but they said yes-until 3pm.

DS2 ended up in hospital after being seen at 1pm. We complained in writing but the Doctor claimed it couldn't have possibly happened.

If I'd seen this a few months ago I'd have been saying YABU and listing in which ways the receptionists I dealt with deserved bashing but since then I have a new practice. Everyone I've spoken to at the new place has been unbelievably helpful and courteous.

The variation in quality of service shouldn't be allowed.

I developed a bit of a phobia about calling my GP's surgery. The rules seemed to change every time i called, I was always wrong, I was told off for calling at the wrong time, asking for the wrong thing etc.etc.
As a reasonably bright adult who likes to obey rules - I found it a very stressful experience and would put off visiting the GP even though I have various serious health issues.
I thought it was me, being stupid, that caused the problems.

Then the old receptionists were replaced, and the new ones are lovely. I find it simple to phone and ask for an appointment and no longer feel stupid and unworthy. It is a fab feeling. Thank you lovely receptionists.

OUr surgery is brilliant. The receptionists are friendly, helpful and professional. They don't quiz me about whether an appointment really is urgent (unlike previous surgery). The appointments system is efficient. I have never had to beg for the dcs to be seen.

The new practice has a larger patient list than the old one, but is just so so much better.

So the doctors' receptionists I currently have are brilliant. And actually, barring the last surgery we were registered at, my general experience of other medical receptionists (I.e. a&e/hospital departments) has been very good too.

I think it's so sad that I'm so scarred by the hell that was getting past the receptionists to actually see a doctor at the last practice has meant that I have a habit of absolutely raving about the service at our new surgery. All surgeries should be similarly accessible and all patients who are courteous should be treated with reciprocal courtesy by surgery staff.

I changed practice because of this and the new receptionists & doctors are much better and unfailingly polite. I think more people should be willing to change practice where there is a choice. Vote with your feet! One thing that really bugged me at the old place was a large poster in the waiting area saying that if you were late for your appointment then they reserved the right to make you wait until the end of morning/afternoon surgery or not see you at all. I used to have loads of time to read it as I don't think they ever kept me waiting for less than an hour for an appointment. As I was freelance I was actually losing money...unlike them. It's just the imbalance between how they expect you to behave and how they behave.

OP, of course there are nice receptionists, just like there are nice lawyers and nice estate agents (not being sarcastic...but in those types of jobs I suppose you have to accept the professional reputation will precede you).

Naysa do we have the same surgery?? I gave up on the pill for that very reason. It's ridiculous. The 8.30 thing is a nightmare if you work.

You may be lovely OP, but I have genuinely in every country I have lived only experienced horrible ones. I don't know why. I assumed "dragon like" was on the job advertisement somewhere, I really believe doctors surgeries employ a certain type to keep the hypochondriacs/ PFB parents etc away.

So flame me.

I have called up before....been grilled for why i feel the need to see the Dr....to then be put on hold....only for hold to fail, and me hear the bitches giggling about my medical condition! Now when they ask why I want an appointment I say "Certainly, I wish to see the Dr regarding my health, why else?"

really hope you complained Icanhas

Unprofessional and rude and shows how incompetent they are with the bloody phones!

Only the horrible ones!

The receptionists at my current surgery are very nice and helpful. Every time I have been there however,I have seen them subjected to shocking behaviour. The practice manager actually banned a woman and her entire family once. I really feel for them having to put up with it and am amazed that they manage to be pleasant on a daily basis.

I don't hate them all

The surgery where we used to live had lovely receptionists. The ones here are, without exception, bloody horrible.

So, you are standing between the doctor and someone who is ill and wants to be helped. Or worse, you are standing between medical help and reassurance and a parent with a sick child.
Our receptionists at our current practice are lovely, helpful and positive and give reasons and explanations. I have had many encounters in other places with those who really were not.
On occasion when a child has needed to see a doctor and a receptionist has been questioning and blocking, I have been very robust in my responses, although I have never sworn or been physically aggressive. That attitude has secured treatment for my child, whether she thought it justified or not.
I don't hate them, but I am prepared to steamroller over them. Not the same thing.

Lemontwist my doctors receptionists are brilliant.

They do a tough job with a stupid appointment system but are generally great.

I got a bit 'emotional' shall we say (but not rude!) a couple of years ago when I was suffering from anxiety and depression and there weren't any appointments available. The receptionist was so calm and helpful and found me an appointment that wasn't entirely appropriate but all they had.

She then phoned me back 10 mins later to tell me of a cancellation they'd just had with a doctor and she said I was the first person she thought of. She didn't have to do that, I already had an appointment, but I really appreciated it.

Not only that, but if you want to speak to a doctor about something specific and you tell them, they can quite often recommend the best dr to see.

but then it is a very good practice.

I've not got a problem with the receptionists at my GP surgery. DP doesn't have a problem with the ones at his either, the only issue he has is he can't get an appointment unless he phones on the day and hopes there's a time free which makes getting time off work hard but that's just the system they work by, not the receptionists fault.

Wow, this hasn't been done for at least 3 days.

I love our Drs receptionists, they are genuinely helpful and lovely. Our previous surgery had complete dragons manning the desk.

We used to gave a dreadful one, but she must gave had some training. All the others are great. My surgery has 2 types if appointments - emergency where you call in the morning (the GPs release these time slots at the end of the previous day). The other are non-emergency and can generally be made when convenient to you but may be a week away.

If you have a small, sick child they always see them the same day (may not be your normal GP) without any argument.

However, my GP is one if the practice partners and she has to spend 2 days a week on paperwork required by the govt.

Actually, I think the receptionists as my GPs are fab - always polite when I call up and last time she apologised for "only" being able to fit me in the next morning! They never ask why I need to see the doctor, know the spelling of my unusual surname, and are generally lovely.

The Drs themselves, well, that is another story.