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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this receptionist could have been nicer?

47 replies

lagertops · 22/08/2013 12:34

...Or that I should just be grateful I was given an appointment at such short notice?

I phoned up round about 10am asking to see a GP. I was told that I would have to wait until Tuesday, so I said, 'Ok, I'm just concerned because I'm 6 months pg and I have cystitis symptoms, and I've just found blood in my urine, maybe I could try the hospital if you're busy?' She then sighs in my earhole and says 'You could have phoned earlier when we had appointments,' to which I said 'But I've just seen the blood 5 minutes ago.' I hear her clattering away on the keyboard, she then says 'Come in at 5' and puts the phone down.
Eh?

OP posts:
NumTumDeDum · 22/08/2013 12:52

Unacceptable. I would take it up with the practice manager.

Chottie · 22/08/2013 12:55

Yes, definitely. Please speak to the practice manager. You are pregnant, you have blood in your urine, you need to see a doctor - end of.

It is her job to make appointments not to be snippy with patients.

I hope all goes well when you see the doctor.

ourlittlestreet · 22/08/2013 12:59

This reply has been deleted

Message withdrawn at poster's request.

OwlinaTree · 22/08/2013 13:04

I had an incident like that when i was pg and there was a possibility i had contracted slap cheek. Had to cry down the phone to get an appointment in the end, which resulted in me having blood tests etc, so it was serious.

Shouldn't take that just to get an appointment, glad you got one and hope you are ok.

WorraLiberty · 22/08/2013 13:04

You could have phoned earlier when we had appointments - Fair point

But I've just seen the blood 5 minutes ago - Good explanation

She obviously agreed it was a good explanation and gave you an appointment.

I dont' see a problem here unless you're going to report someone for sighing?

ubik · 22/08/2013 13:07

I really don't see much point in complaining. I suppose she could have been more polite, but you got a same day appointment and forget about it.

TylerHopkins · 22/08/2013 13:08

she then says 'Come in at 5'

Did she wait for your response to that or did she put the phone down straight away?

messybedhead · 22/08/2013 13:09

As soon as you ask if its better that you go to A and E explaining your symptoms and that your GP was too busy to see you, they seem to always magically find an appointment.

It works for me anyway!Grin

TylerHopkins · 22/08/2013 13:09

Despite getting an appointment you should still say something about her telephone manner. She made out your were an inconvenience. Part of her job is to deal with people over the telephone. If she can't do it politely then she she has a problem.

Gigondas · 22/08/2013 13:10

Do say something.i have a serious health condition but was given continual difficulties when ringing in (as Gp told me to) by one lady. When I eventually complained , they took it very seriously . There is no excuse for being rude.

oldgrandmama · 22/08/2013 13:17

I honestly think that SOME surgery receptionists go to a sort of 'Reverse Charm School'. I'd definitely complain.

jammiedonut · 22/08/2013 13:18

I would say something, even just a little comment to the gp as opposed to a formal complaint. The receptionist may have had a bad day or the could be any other excuse for her abruptness but at the end of the day, she's in a customer facing role and as such should be able to hide her bad feeling.

natwebb79 · 22/08/2013 13:18

I've been a receptionist (not in a surgery) and I would have expected a right royal rollocking for that at the very least. And I had to deal with some genuinely rude bastards. There's no excuse for being anything other than friendly when on a reception desk if the customer/patient is being polite.

Original poster
lagertops · 22/08/2013 13:20

TylerHopkins The words 'thank you' didn't get a chance to even form in my mouth before the phone went down on me.

WorraLiberty I was trying not to use language too emotive to describe what her telephone manner was like, it went beyond the sighing. I mean, I had already said 'I'd just found blood' before she'd given me the miss thang routine. Besides, what use is it telling someone what they could have done? Just seems like she was trying to be smart.

OP posts:
WorraLiberty · 22/08/2013 13:32

Meh! She was explaining how to avoid having to wait a few days in future...ring up earlier.

You explained why that wasn't possible.

Anyway, hope all goes well for you Thanks

Floatsyourboat · 22/08/2013 13:41

How rude! I would complain about her attitude to the practice manager! Why be a receptionist at a doctors surgery if you can't at least be polite!
The receptionist at my doctors is lovely and always polite and willing to go above and beyond for all the patients and that is what is needed at a busy surgery not some miserable & sarcastic cow.

ajandjjmum · 22/08/2013 13:44

It's not necessarily what's said (or not said), it's about attitude.

OnTheBottomWithAWomensWeekly · 22/08/2013 13:46

Of course she could have been nicer,but seriously, all the report her shit? I swear some people on here must do fuck all but complain at people. Move on, you got an appt.

natwebb79 · 22/08/2013 13:56

So because the OP eventually got an appointment she should just ignore the fact that she was spoken to like shit by somebody whose job requires them, at the very least, not to speak
to people like shit? Ok, I've learnt something new today... Hmm

OnTheBottomWithAWomensWeekly · 22/08/2013 14:01

She didn't say that, don't add in your own issues. Hmm

And do you really complain about everyone whose manner isn't all you'd like? Bet they all love you.

mellicauli · 22/08/2013 14:02

We used to have a receptionist like that. But if I got my husband to call there was never a problem and he'd always get an appointment. Because it it was a man calling up, it must be serious, right?!

I moved and changed surgery, now no problems at all. Definitely complain.

natwebb79 · 22/08/2013 14:04

Erm, I don't remember saying I had issues. Blimey, bit narky! Grin

TelephonicsSuper · 22/08/2013 14:08

I'd complain to the practice manager or the GP- it's unprofessional. they're paid to do a busy customer facing job and if they can't handle that then they shouldn't be doing it. Some NHS receptionists seem to think being arsely fine as the service is "free" - well its not friggin free we pay for it. I cant imagine your GP would be inpressed either, theyre the ultimateboss and they arent going to want people complaining all the time so def flag it.

HotCrossPun · 22/08/2013 14:11

It's rude. It's not good customer service and creates a horrible impression.

I was at the doctors a couple of days ago and the receptionist tapped away on her keyboard for a good 5 minutes before acknowledging me. It takes a second to say 'I'll be with you in a minute.'

It's not a major, life shattering issue. But she was rude.

Your question was could she have been nicer. So YANBU.

natwebb79 · 22/08/2013 14:11

That ^^