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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

WIBU to walk out of doctors surgery?

40 replies

chaosisawayoflife · 23/01/2013 11:37

Had appointment for a smear test at 10.30. The person who was going to watch dd2 for me let me down at the last minute so I had to take her with me. Not ideal but I figured she'd be alright with a snack and toy for 10mins. After waiting for 15 mins dd was getting restless and I went to reception to ask how long it would be, I was assured I was next. At 11.15, so 45 mins after my appointment time I still hadn't been called, and apparently was still next. Dd2 was really feed up by then, and ready for her nap, so I told the receptionist (very politely) that I couldn't wait any longer and would rebook. She launched into a tirade at me, in front of the packed waiting room, about wasted appointments and the cost to the surgery, and then started going on about the importance of smear tests and how they mustn't be avoided. I was mortified. Dd was screaming by this point so I just apologised and left. WIBU to not sit there indefinitely and then take a grumpy and tired 18mo into a smear test?

OP posts:
sue52 · 23/01/2013 11:39

YANBU. I would send a written complaint to the surgery. There was nothing for you to apologise for.

manicbmc · 23/01/2013 11:40

Put in a complaint to the practice manager. The receptionist shouldn't have spoken to you like that, disclosing confidential information as well. And they should have let you rebook as they were running so late.

ArtfulAardvark · 23/01/2013 11:41

Might be worth checking your surgery's policy, ours is 30 minutes wait then draw to the receptionists attention.

You were quite within your rights, you turned up when you were meant to and waited 45 minutes with a small child in tow....would it be OK for you to turn up 45 minutes late and still accept to have your appointment.

As for publicly discussing your smear this is completely unnacceptable.

Unless you are drip feeding and YOU were late then personally I would complain.

NatashaBee · 23/01/2013 11:41

This reply has been deleted

Message withdrawn at poster's request.

SkinnybitchWannabe · 23/01/2013 11:42

The receptionist was totally out if line..so much for patient confidentiality (sp?) I think you were right to leave after waiting that long.
I would be complaining about the mouthful you got.
(make sure you rebook your smear though)

ArtfulAardvark · 23/01/2013 11:42

accept to have your appointment.

That was meant to be expect

ArtfulAardvark · 23/01/2013 11:43

The confidentiality issue is what seriously bothers me though, if she mentioned this in front of other people I would be questioning whether she has the discretion required to do this job.

DreamingofSummer · 23/01/2013 11:44

You are not being unreasonable at all. Complain and complain loudly.

What is it about NHS reception staff that they, in general, have no concept of customer service? It's all "do as you're told and be thankful".

Unacceptable · 23/01/2013 11:46

YANBU

I can't see why receptionist informed you that your appointment was next when it wasn't. I appreciate that sometimes appointments overrun but if there was a patient with a difficulty that took longer than half an hour the receptionist could have informed you of the fact and maybe given you the option of re-booking.

Did you notice other patients going to see the practitioner you had an appointment with in the 45 minutes you were waiting?

A receptionist who thinks it is appropriate to fob you off and then give you a dressing down may require some further training.

photographerlady · 23/01/2013 11:49

YANBU - reception staff at GPs are the worse. You go on to the NHS website and it seems over half the GPs in the country have a bad review by someone saying the reception staff was rude. My surgery always huffs when ppl approach the counter.

TroublesomeEx · 23/01/2013 11:54

I would complain about this.

It was unprofessional. Of course appointments can overrun but if you are unable to accommodate a 45+ minute delay then you should be able to rebook with an "apologies for the inconvenience" from them.

And discussing your smear test in front of other patients is a breach of confidentiality.

Sugarice · 23/01/2013 11:55

Definitely put in a written complaint about how she spoke to you, how dare she!

She is clearly not cut out out for the role of dealing with the public and therefore not fulfilling a part of her job description.

What a miserable old crone she sounds.

TheCrackFox · 23/01/2013 11:59

Yanbu- I would complain. For starters if your DD was screaming then you probably wouldn't be able to relax enough for the smear test to be performed successfully anyway.

atthewelles · 23/01/2013 12:16

Totally unacceptable behaviour from the receptionist. I would make a written complaint and demand a written apology.

porridgeLover · 23/01/2013 12:20

If you were very polite, then no, YANBU.
I'd be very cross about the tirade and discussing the reason for my visit in front of others. I think I prob would be ringing the practice manager about it; but with the expectation that nothing will change

SquirtedPerfumeUpNoseInBoots · 23/01/2013 12:21

YANBU. I would complain that the receptionist was out of order.

FeckOffCup · 23/01/2013 12:25

YANBU to have walked out and I would also complain about that receptionist. Funny how they always harp on about people not turning up for appointments and wasting time (there are several posters about this in the waiting room of my surgery) but when it's your time that's wasted they don't care. Sounds like that receptionist needs more training in customer relations and confidentiality, I would be livid that she shouted the reason for the appointment all over the place.

EuroShagmore · 23/01/2013 12:27

She was rude and indiscreet. Complain.

skullcandy · 23/01/2013 12:27

This reply has been deleted

Message withdrawn at poster's request.

DuchessFanny · 23/01/2013 12:29

Poor you ! I would definitely complain. I agree with others that the confidentiality would be my biggest bugbear.
The time thing is ridiculous, i understand if someone is late it puts everyone behind, but you were on time and i should imagine anyone going after you would then jump up in the pecking order once you left, which would surely make it easier on everyone else waiting ( for long periods of time !) - she was having a go to have a go, cow !

expatinscotland · 23/01/2013 12:30

YANBU! Complain!

ISingSoprano · 23/01/2013 12:32

It may have been that the nurse who was due to see you was called to help a doctor with an emergency (someone suffering a suspected heart attack or a child needing a nebuliser for an asthma attack for example). However, you should have been kept informed and the receptionist should not have acted in that way. You should contact the practice manager.

cjbk1 · 23/01/2013 12:34

I would email the practice manager as (s)he's obliged to reply to you. I made an official complaint to the PM of my GPs and she phoned and emailed me and promised further training (on repeat prescriptions in this case) for the bloody receptionists.and make clear that a breach of patient confidentiality occurred x

PureQuintessence · 23/01/2013 12:34

Complain.

Can you imagine how long the waiting times would be if everybody actually did turn up for their appointments?

Hegsy · 23/01/2013 12:35

Ywnbu definitely complain to practice manager