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

[startafresh]

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

Just to add obviously she shouldn't have shouted so you ANBU to be upset about that.

I had a blood test some years ago and got a phone call 24 hrs later to Dr wanted to see me and giving me an appointment for later that day. Scared the lift out of me but I think if results showed anything serious they would have called you. Hope it all goes well.

I have had basic blood results given by receptionists over the phone.

Literally either 'within normal range' or 'out of normal range. See Doctor'

I think yabu though, it must be awkward for them when they don't understand the results, it just generates more worry and questions from patients.

ok, I'd like to make clear that I din't badger her, but even if I had, it's part of her job to stay calm and NOT yell at the patients, is that not so?

I think I'll follow advice on here and write to the practice manager, next time it might be an elderly person or a patient with depression, with who know what results!

Thank you all again, I can see an bit clearer now, and will take action. It was very helpful talking it through and getting opinions.

YABU.

She should not have shouted. If she's not comfortable interpreting results (and is new) she should have perhaps consulted a colleague. You could email the practice to ask for clarification if 1. Their policy has changed and 2. You realise she was under pressure but considered her shouting too much.
Receptionists are in an akward position, being encouraged to gather as much information and save time vs confidentiality. I was pushed to give a reason for my Dr's appointment recently. I said "I'm hoping for a referal and would like to discuss with a dr". They then pushed harder and I was perversely satisfied by the akward silence that followed when I said for what.
I haven't complained but I did ask (the same) receptionist to clarify what the poilcy is. I hope she's learned a little from the experience but I suspect the pressure to get through information is quite strong.

I work in a hospital not a GPs surgery but there is a very clear policy that non-clinical staff must not give out results - indeed they often use it as a test scenario in interviews.

You can ask the GP (or nurse) to call you or make an appointment but YABU to expect the receptionist to give results.

This can be a sackable offence

A GP receptionist's place is in the wrong.

YABVVU
if you really are medically trained then you should know better than to ask unqualified staff to read out medical reports over the phone to you! I am medically trained and I wouldn't dream of putting another person in this position!
If the policies and procedures of your surgery are the same as the ones in my workplace this would probably be sackabble offence for her.
Why didn't you just ask to have a telephone consultation with the gp?

Yabu. Receptionists can't win these days. We criticise when they ask why we need to see a GP - it's seen as unnecessary to give them that info as they're not medically qualified to assess whether an appt is needed. Yet we expect them to give out results over the phone when we call.

Accept that whatever your results are, you've been told you need a see a GP. This could be for so many reasons - ongoing pain management, explanation of a chronic rather than serious medical condition, to reassure you that they showed nothing up or possibly to refer you on to someone else.

The only thing you can grumble about is that you say the receptionist shouted at you. That isn't on. But in your OP you do come across as rather persistent. So perhaps she handled the aspect of declining your request badly. But if I can feel you being stubborn and persistant over written text... Well, these days it's as much about how someone is made to feel as what actually happened.

YABU
She didn't feel she could give you the results (maybe because she wasn't sure what they meant) and you kept pushing her. An x ray for back pain could quite possibly come back with a fairly detailed report some of which is very clinically significant and some of which is not. The report on my spinal imaging was quite long because I have a slight malformation in that part of my spine but the only really relevant bit for my current pain was the bulging discs. How would a receptionist know which bit mattered?

She did confirm you needed to see the doctor though, she said the result was back and when would you like an appopintment? That is saying you need an appointment to get the results.
Our practice gives out some results usually those where a patient has chronic desease monitoring by phone but for acute things and any radiology an appointment is needed. Even if the test is normal it doesn't mean the doctor thinks nothing further needs doing.
Another thing with blood results is that the receptionist won't know if ALL the results are back. She will see some results but the person who ordered the results (usually GP) will know if there are more results to come. I think you are best making a follow up appointment when the test is done.

I'd like to make clear that I din't badger her

Going by your OP you asked her 4 times to give you information that she had told you she was not able to give you - I would definitely call that badgering and think you are overreacting and being VU, although I appreciate it's difficult to keep perspective when you're worried.

Hope all goes well on Thursday.

I'm shocked that someone medically trained would put a fellow NHS worker into such a difficult position.

Surely in your medical training you'll have received training in the interpretation of investigation results, in communicating these results to patients and in patient confidentially. The receptionist will have had none of that training and it's completely inappropriate for her to advise you without it.

You've put her into an extremely difficult situation. Repeatedly

I can well imagine the panicked post on here where a poster has received a 'diagnosis' from a receptionist.

There'd then follow dozens of medically inaccurate reassurances/worst case scenarios, a couple of dozen "appalling that you can't see a doctor for 48hours to explain the diagnosis"
General outrage at the receptionist overstepping her limits etc etc etc.

Receptionists (and the nhs) can't win. As someone medically trained, surely you can see this.

Hope everything goes well with your results

Sorry you're worried, and of course she shouldn't have shouted, but YWBU to expect her to give you the result on the phone. The mere fact that you told her you're medically trained doesn't amount to any sort of proof that you are, nor does it tell her whether your training is relevant to the medical issue in question.

Sure, let the practice manager know about the shouting, but do acknowledge that you were putting her under some pressure to do something which it has probably been drummed into her that she must not do. Then put it behind you and focus on your appointment - I hope it goes well.

thank you all for your insights, it has been very helpful.

As an update (as I don't like to leave things like that) I called to asked to speak to the practice manager (I said it was about a complaint).

-I don't know if it's relevant but I've known the practice manager for over a decade, and we're pretty friendly, as we happen to sometime be part of the same social circle -not our main one, just a social circle.

She called me back within the hour, which I appreciated. I said that I have a complained about a receptionist's phone manners. It's a big practice and there are three or four in the office at any point. She knew who I was talking about before I said anything, she said that it's already on their radar and would thank me to give them some time.

Which is all I wanted really, to know that nobody more vulnerable than myself will get yelled at in their effort to access medical help.

I consider the matter closed.

complaint, not complained, and will NOT get yelled at

YANBU. In my experience every time I have phoned for results I have been told them by the receptionist. To be pair every time it said no further action so I am not sure what will happen the time they aren't negative. Tomorrow I am ringing for test results for a serious issue so I will see what happens then.

OP, if the results are not good then there needs to be a system in place to let you know further action required without scaring the pants off you. I hope everything is okay.

Good result from the practice manager. Was SHE able to give you your results?

startafresh, I don't think you have been fair. You were upset about not getting your result and you are taking it out on the receptionist. I hope you will be happy if she gets sacked.

No, I didn't ask for them, I now (after a cup of coffee) realise that what upset me was her manner, not the results. She could have been polite and humane, not stern and rude.
I'll wait until Thursday for my results. And as other posters here have said, if it was urgent, either they would have called me, or my body would be giving me A&E type symptoms, which is not atm.

You didn't ask for them??

I hope all goes well with your test results Startafresh. I do think it sounds like the receptionists manner was far to brusque, which is not good.

But yes, as you've seen from others, you were really unreasonable to pressurise this receptionist after she said no to your request. It looks like you tried 3 different ways to pressurise her - that is unacceptable in my view, especially if you are also medically trained. You should certainly know better.

If I had found out that our receptionist had read out results to our patients over the phone I'm afraid she would be in serious trouble. There is no end of confidentiality and clarity issues with giving out things like that over the phone. You were putting this receptionist in a very unpleasant position, but I agree that she needs guidance on how to handle difficult patients. (And even if you were being nice in your own mind - you were, I'm afraid - being difficult.)
I do hope your appointment goes better for you with the doctor.

No, I didn't ask for them. This woman was very rude to me, from the moment she picked up the phone. I guess -looking at it from a distance now- this was what made me so pushy. Wrong of me, admittedly but it's part of her customer service job to be polite.
I was very upset by the way I was talked to. And as I said previously, having been abused within the nhs before, I found it unsettling.
No, I don't want her to get sacked, just retrained. Learning how to kindly treat difficult patients will carry her much further in her career and life than me not saying anything in order to protect her job. I'd rather protect vulnerable patients.
If she worked for a retailer, where customers are not in a vulnerable position, her manner would be simply unacceptable.
Obviously I wasn't the first to complain.
Matter closed.

We certainly want to know at our practice if staff have been unhelpful or unpleasant - so in that respect your complaint is a good one.

But you are going completely against your original posting if you say that you didn't ask for the results!!