AIBU to be annoyed at doctors receptionist?

[ihatetheoneshow]

NC because this may out me (I've whinged a lot about this to various friends today)

Called doctors surgery this morning to get an appointment for 6 month old. Obviously wanted one for today so was calling between 8 and 9 am.

Eventually, after an hour on hold (it's a busy surgery so not overly bothered about that), receptionist answers asking how she can help. Conversation went like this:

R: how can I help?
Me: id like an appointment for today please.
R: we only have emergency appts. Is it really an emergency?
Me: yes it's for my 6 month old.
R: okay. (Takes DDs name) and what is wrong with her?

This is where I got annoyed, as that's the reason I'm seeing a doctor. I shouldn't have to list symptoms to the receptionist. She asked with such a patronising tone that I almost snapped back at her that is was the doctors business not hers. However, that is unreasonable so I answered politely whilst seething quietly.

I probably ABU, is it standard practice now for receptionists to ask why you are seeing a doctor? Does it help them decide if it is an emergency? I just don't get why she needed to know.

You could be the best bloody Receptionist in the world but you still haven't been through med school have you?

Therefore you are not qualified to decide.

Last thing you need is the Spanish Inquisition from a receptionist when you have a sick baby!

I was a hospital receptionist, then Out Patients appointments Officer. It was indeed my job to ask patients questions. We made appointments in line with the consultant's booking instructions, and got proper bollocked if we didn't follow them. Each consultant had different rules .

My mother became a GP receptionist in her later years. It was a similar situation - the GPs TELL them what to ask and what to look out for, and if in doubt to ask them and call the patient back.

I've never understood that people don't understand that it is part of the job, and that they have in-house training to do this. Receptionists aren't just being nosey....they have to make sure the GPs appointments are being booked efficiently and no time is wasted, which is difficult when people then don't turn up for their appointments without letting the surgery (hospital/dentist etc) know.

And if they sound a little unimpressed when you phone, it's because they've heard the same arguments as to why your need for an urgent appointment is more pressing than anyone else,over and over, and then you won't give them the information they need!!!!

Meh. If I am that sick I dont care. I told them I was peeing bright red blood constantly and they said straight away 10:40am ok?

It took 3 courses of antibiotics to shift that bloody infection in the end after it spread to my kidneys.

They're told to ask. You only need to say that you'll discuss it with the doctor.

Our say 'Could you give me some indication what it's regarding?'
that seems like a good solution.

Exactly, Sidge and Jam. If we have a baby or child with a fever/not eating/been sick etc then they need to be seen. If we have someone with a suspected break, then our GPs cant help them so they need A & E. If I booked someone in for a suspected break, then I get a bollocking for wasting appt time.

She should just give you a vital appointment on your say so?

For all she knows you could be some barmpot who wants to ask the doctor to treat a rabbit, or ask if you should only give Calpol on the full moon.

You're not a special snowflake.

The receptionists at my gp are really helpful, for example when I said I needed an urgent appointment for a possible urine infection she advised me to bring in a sample at a certain time so it would tested very quickly and the dr then phoned, checked my records and symptoms and left me a prescription of anti-biotics to collect. If I hadn't told the receptionist I would have taken up an apmt. They will also allow you to wait and see the first available gp at the end of a surgery if it's with an ill child. They will also recommend when to see the nurse if it's something they can help with and she has an earlier apmt than a gp.
I trust that if they ask what's wrong, it's for a reason !

I have only ever phoned for an appointment at that GP twice before in the 4 years I have been registered there. Both times, I called at 8am (when it opens) and asked for an appointment that day. Both times the appointment was classed as emergency (because it was for that day) and neither time was I asked what I needed the appointment for.

That's why I found it unusual. Not because I thought the receptionist was nosey, not because I think I'm entitled to an appointment and not just because my daughter is 6 months and that's reason enough.

I thought the guideline for babies under a year was tone seen within 24 hours as so much can change so qui kly?

Regardless, I don't mind briefing the receptionist about what's wrong with me or DS as our triage service is fab. Unlike my old practice where the receptionist told me twice that itching during pregnancy didn't require an appointment which meant my Obstetric choleostasis nearly got missed.

u dont have to tell them anything just say u need an urgent appt

theyre not trained anyway o how can they tell u if its urgent or not

Errrrm not trying to be rude but I know this becasuse you need absoloutly no medical training to be a Receptionist at a Doctors surgery so therefore they are not able to determine what appointment would constitute as a medical emergency.

I used to call handle for OOH. You don't have clinical training as such but you are trained to sort calls, in the case of OOH it was urgent; routine or dial 999. You can actually get software to aid the decision process but the training is pretty comprehensive and you are on probation for hundreds of hours before you're signed off to work on your own. Asking for symptoms is standard. However, you cannot diagnose or offer any advice at all.

If you want people with full clinical training on the phones, triaging calls, you're looking at £30ph for a nurse or £50+ for a GP, more for antisocial hours. And that would mean paying that money for someone to take a lot of basic demographic information. The system actually works well - an experienced call handler/ receptionist to sort the calls and clinicians to do the actual clinical stuff.

Bear in mind that when you dial 999 the staff will be trained but won't always be clinicians.

I'm glad they ask - ones of the mums at my baby group is a drain on NHS resources, she's the reason why you can't get appointments. She had her fair use of A&E for teething, emergency appointments for eczema and speed dial to 111. Asking at booking would held weed these people out and they you would get an appt easier. (She probably also tells the receptionist to mind there own business)

ihate - we have the same system at ours. Same day appointments for things that can't wait (the line opens at 8am) and appointments in the next week or so for things that can. A&E is just up the road for emergencies (the clue is in the name). Funnily enough, it works just fine without receptionists getting involved in the consultation.

Oldlaundbooth There's no need to be so disparaging.

Our surgery always ask. Receptionists do not attempt to triage in the way a trained clinician would but they are more than capable, with training, of weeding out those non-urgent people who demand appointments to get forms signed, ask for repeat medication or who just think they are too important to wait like others. They also have a list of symptoms that may be more urgent than patients realise, like chest pain, non-blanching rash, etc. GPs usually like a bit of a heads up as to the type of case coming in so they can be as prepared as possible, look at any relevant letters from consultants, blood results, etc rather than having to do all of that with the patient waiting

It's not really standard practice and you don't have to answer. A doctor can call you back as a triage call and then see you if needed .
However you may wish to consider:

If there was an emergency in the 999 sense she would advise you to call 999 or call it for you. You may be an experienced or knowledgeable parent but some people aren't.
Telling her a basic problem such as the baby's not feeding properly or the baby has a temperature helps her to prioritise appropriately. In uncertain circs she may ask for advice.
In actual fact they are not allowed to ask a lot of questions, just initial ones for which there is a reason to ask... An emergency appt would seem reasonable, but if it was non urgent I don't think they would be allowed to ask.

I am glad that when I call for an appointment for DD because she is having trouble breathing that the receptionist asked the problem so that I didn't have to wait behind someone's ingrowing toenail ffs!
Why do some people put on the 'tin hat' for every situation?

Also all those women who book doctors appointments when they find out they are pregnant for 'confirmation'. The doctor has the same pissing tests.

( apart from the surgeries that require it and pregnant people that actually need medial advice)

All in the same category as those people that lie about early bleeding because they can't wait for the 12 week scan

This is why the NHS is strained- rant over

Just to add, if the baby had a serious problem and you refused to answer, that would be pretty unreasonable too as it wouldn't be in your baby's interests..the receptionist is the first step in the seeking of your medical help especially in an emergency appt .

We do ask for non urgents and doctors call backs. It helps keep the appt structure flowing.

Appointments are harder and harder to get. Part of the reason is patients insist they must see a doctor TODAY, when so many times it's fairly trivial, e.g. they've run out of the pill, they need a sick note extension, they've got d and v.... Some things the GP will deal with via telephone, many of them can be dealt with at the pharmacy, some need more urgent care and will need to ring 999 - such as patients calling to say they are experiencing chest pain....but don't want to fuss so haven't called an ambulance.

In a good practice, a doctors receptionist is not "just" a receptionist. Yes it is absolutely is their job to triage and in a good practice they will receive extensive training on how to prioritise. No they will not diagnose you as it is not their job to do that. If they've refused you a prescription there is likely a good reason and they will have been instructed to do so - clinician may have entered a note that says no more until you have a review, regularly ordering too early for example.

Stop bashing them and let them do their jobs, it can genuinely mean the difference between life and death in some cases.

The person on the end of the phone is a person, who is trying to help you (and the hundred other patients who are trying to get an appointment) get the best care to suit your needs. No need to be a twat about it. If it's uncomfortable for you to discuss, fine, but you can say that without being an arse

The times when I've needed an emergency / urgent appointment the receptionist by asking the right questions has managed to get me one.

I've only been with my current surgery for a few years. I walked in with DS at 10mths with a rash, "can I register with you and get a doctor to see DS, he has a rash" A word with Dr and DS was squeezed in. Turned out to be an allergy but I'm sure I would never have got to see the Dr without explaining why first.

More recently I way really embarrassed to be asked a zillion questions by receptionist esp as I was at work, hoping nobody would over hear. However no GP appointments were available but she concluded that the nurse who had an appointment in the afternoon would be able to help - she was right!!! I will remember that in future not to discount the nurse.

I don't think receptionists should be put in this position.
I had a serious illness last year but ended up with 2 nurse appointments because the receptionists weren't qualified to assess me. At the third appointment when I saw a doctor I was properly diagnosed but this all took a few weeks and it took much longer to get my illness unde control. My medication is incredibly expensive and I had numerous consultant appointments. I think it would have been much cheaper for the NHS if I'd got the appointment I'd asked for originally.

I once called in after a really bad bout of depression and darkness, I called my DR got to reception ..
me "i really need to see a DR today" (i was very distressed)
her, "whats it regarding? is it an emergency?"
me "yes I am really struggling with my depression"
her "well is not really an emergency is it ..more of a long term thing" (verbatim).
me "need to see someone now"
her "ehh ok then"

I did get an appointment that day and the DR doubled my meds and gave a a full month off work..I was a zombie mess