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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to think the receptionist could simply read things out to me!

78 replies

startafresh · 19/05/2015 10:10

Hi all,

I'm a very old member, but haven't posted for so long -various issues kept me off the internet - that I couldn't remember my username and had to re-register.

I really don't know if IBU or not, but I'm definitely upset!

Had an x-ray last week for back pain, was told to call a week later for results. I have had other tests in the last few months, and usually, when the test doesn't show anything abnormal the receptionist is able to say "it came back all normal, wouldn't you like an appointment or not?". In which case I make an informed choice.

I called today, she didn't say anything about the result, just that it was back, and asked me when would I like an appointment for. I always try to avoid booking unnecessary appointments, or will have a phone appointment if I don't actually need to see the doctor, in an effort to save public funds, I think every little helps. So I asked her if the results grand the need for an appointment. She responded that she's not medically trained and I'll have to discuss that with the doctor. Again, I explain nicely that when it is all clear the receptionists can normally say that. She didn't respond and proceeded with the booking.

In a last effort I asked if she has access to the actual results, or just an "all clear" vs "book and appointment" system -she said she can see the results. So I asked if she could please read what was in front of her, as I am medically trained and that would give me peace of mind. She shouted at me !!!! She can't because she's not a doctor!!! Is it only doctors that can read what's in front of them on a screen???

I'm now really upset and worried, don't know what to do or what to think. Why couldn't she just read it? All the secrecy made it very unsettling, like it's someone else's job to give me the bad news. And why did she have to yell at me, when I'm already feeling so vulnerable.

I'm sure there were words she could read on the screen, I didn't ask her for a prognosis or a treatment plan, but it's no different to a diagnosis that comes on a letter, surely?

AIBU?

And what can I do now to calm myself down, I'm thinking the worst, can't focuw on work, it's all I can do not to start crying

OP posts:
addicted2cake · 19/05/2015 10:13

How long do you now have to wait to see the doctor for the results?

Floggingmolly · 19/05/2015 10:14

They're not medically qualified, though. I remember calling for the result of a UTI, to be told no, I wasn't pregnant... The results won't be written in laymans terms, better let the doctor do it.

sharonthewaspandthewineywall · 19/05/2015 10:14

Sorry yabu it's not the receptionists jobs to report on X-rays or results. It sounds like the dr needs to discuss things with you and it puts receptionists in an awkward position to ask them to tell you anymore than that

Original poster
startafresh · 19/05/2015 10:15

addicted Thursday morning

OP posts:
chippednailvarnish · 19/05/2015 10:17

Sorry your worried, but she's a receptionist and she's probably got a list of results which need to be interpreted by a doctor to give an accurate diagnosis, you might be medically trained but she isn't.

PatriciaHolm · 19/05/2015 10:17

She can't read things out; some of the time it will be because she doesn't have access to the results themselves, sometimes she will but it needs a Dr to interpret it, and in all cases she can't start reading our private medical data over the phone where everyone else in the clinic waiting room can hear! Sorry but you do need to see a professional.

SaucyJack · 19/05/2015 10:17

Yeah, YABU. I appreciate you are worried tho.

GP receptionists can't win either way. If they ask what the problem is, then they get sneered at by people telling them they're not doctors and it's none of their business.

And if they don't get involved in medical matters, then they get grief from people like you.

AuntyMag10 · 19/05/2015 10:18

Yabu, not her job to do that. Simple.

IgnoreMeEveryOtherReindeerDoes · 19/05/2015 10:19

They are not medically trained unless on screen it says no further action I had to phone up hospital for my DS results and receptionist wasn't able to read results it had lots of different numbers she did apologise. I had to wait 2weeks to see consultant to find out and all was fine.

Morloth · 19/05/2015 10:19

Receptionists should not be giving out results. At all.

pudcat · 19/05/2015 10:20

I would not like to have my results read out to me. It maybe something very simple or something serious. Someone could overhear what she is saying. If it is something serious the receptionist doesn't know how you will take it. She has to follow the doctors' rules.

FenellaFellorick · 19/05/2015 10:21

It's likely that the screen is telling her that you need an appointment. Maybe she isn't allowed to read it out to you if she has been told not to or the screen shows specific instructions, and it would get her into trouble, that's not her fault. I doubt she's trying to upset you or be obstructive.

Thanks sorry that you're worried, it's understandable if you normally get told everything is ok over the phone, but there could be so many reasons why the doctor wants to see you. Can you ask them to give you a call? Our surgery will have doctors call you between morning and afternoon surgery if you need to speak to them.

Original poster
startafresh · 19/05/2015 10:21

I would have been happy if she confirmed that I need to see the doctor, which she refused to do, I think she's new there, the other lady is always happy to tell me that I actually do or don't need an appointment.

Surely though she must be trained to not yell at patients? I've been abused in the past by NHS staff, while hospitalised, and I'm still, almost a decade years later, very sensitive on the matter :-(. I guess that's what sticks in my throat.

OP posts:
addicted2cake · 19/05/2015 10:21

Ok, 2 more days of waiting. Take a deep breath, have a cupoa and calm down. There is nothing you can do except wait until you see a medically trained person to explain the result to you. Often there is nothing wrong but if the x-Ray shows nothing and you're still in pain the Dr will be able to discuss with you the way forward. The receptionist cannot do that.
whatever the result you would have had to wait 2 days to discuss with the Dr anyway!
Hope all goes ok for you. ??

Floralnomad · 19/05/2015 10:22

The exact same thing happened to me when I was trying to get the results of an X-ray DH had had ( I have written permission to get his results) , our receptionist said the same thing ' I'm not medically trained im not allowed ' and I was equally pissed off because I am medically trained - so YABU , which was the conclusion I came to when I finally calmed down but what I would say is if it were anything really serious the GP would have phoned you ( or the person at the hospital who reported on the X-ray) .

NerrSnerr · 19/05/2015 10:22

YABU, they really cannot read the report out to you. They are not trained to be giving results out.

MinniesMate · 19/05/2015 10:23

My husband rang for two blood test results. He was told the gp wanted to see him about one result but the cancer test he had was all clear.

The receptionist got them the wrong way round, so on balance I'd rather wait and hear the results properly interpreted by the doctor.

FenellaFellorick · 19/05/2015 10:24

Perhaps it might be worth raising with the practice manager. It's not on to shout. Whether she was yelling in anger or raising her voice in frustration, she could do with training on how to deal with people who are worried or frightened.

I know how difficult it is to be a receptionist. Ours are amazing and they do get some grief! But they are dealing with people at their most vulnerable and there can be training need there.

Original poster
startafresh · 19/05/2015 10:25

Flora that's reassuring, to know that if it was urgently serious I would get a call, thanks.

thank you all for your kind words x

OP posts:
Coffeethrowtrampbitch · 19/05/2015 10:28

I'm sorry this has upset you so much, you must be feeling really worried Thanks.

But you are best to wait for the doctor, I was told by a receptionist that a hip xray had revealed I had arthritis and she refused to book me an appointment as 'there's no cure for arthritis'.

I called again and got a different receptionist and an appointment, it turns out I did not have arthritis, but misaligned hips which could be treated by physiotherapy. I spent three weeks unable to walk and thinking that was for the rest of my life.

If she wasn't a good enough receptionist to even manage not to shout at you (!) I doubt you could trust what she said anyway.

Original poster
startafresh · 19/05/2015 10:28

I think she does need it Fenella, I'm with this practice for almost 17 years now and have never had a problem with any of their staff, receptionists nurses or doctors, they're all lovely. This lady is new and has a pretty stern manner (it's the second time I speak with her, the first was face-to-face). I think in her effort to be professional and not make a mistake she forgets how to deal with people at their most vulnerable

OP posts:
Original poster
startafresh · 19/05/2015 10:29

that's true Coffee

OP posts:
grannytomine · 19/05/2015 10:29

When my DD was at uni she had a needle stick injury when cleaning up rubbish in her weekend job. She was obviously upset and was advised to have tests for HIV and hepatitis but couldn't have them straight away. She could have had them right at the end of term but decided to have them when she got home. All fine.

She went to our GP and had tests. Phoned up for results, all clear receptionist confirmed. DD asked me to go in and pick up a copy of her results as Doctor at uni wanted a copy. I was told the results weren't back. I was fuming, I was told receptionist wasn't medically trained. Fine I said she shouldn't be giving out results then.

Good job the final result was clear as if it had been positive and she had gone and given someone else HIV because she thought she was clear then I think the receptionist would have been responsible.

It was agreed that receptionists would not be giving out results in future unless Dr had checked them and told them what to say.

So in short I do think you ABU but I understand why and would ask for a call back from the doctor.

AnnPerkins · 19/05/2015 10:31

I can understand you being worried but she shouldn't be giving out results. You might be able to interpret them yourself but most patients won't. Maybe she's been retrained and told not to do it any more.

DH and I had tests some years ago to check our fertility. Without me asking, the receptionist told me our tests were both 'positive'. In the first place I was surprised she gave me my husband's result and it all left me feeling rather nonplussed so I asked to see the GP.

At our subsequent appointment the GP told us my result was actually the opposite of what the receptionist had said Angry. If I hadn't asked to see the GP I would have gone away believing everything was OK and there was no issue.

I'm sorry you're so worried. I hope your appointment comes round quickly and everything is as it should be.

SoupDragon · 19/05/2015 10:33

From the receptionist's point of view, she told you that she couldn't give you your results over the phone and you badgered her about it. She also didn't actually know who you are - you cold have been anyone. Can you imagine the furore had you been someone else phoning up, say an interfering MIL, and she had given out private medical information? Maybe there has been a complaint and they've had to tighten up on what receptionists can and cant do.

Hopefully all will turn out to be fine.