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.

I've never been asked for why I want an appointment if I'm booking a date for the future, but if I need an appointment same day, I've always said why and they've always accommodated me.

I imagine they get an awful lot of people ringing up for 'emergency' appointments when they just woke up with a cold, or suddenly realised their pap smear was due, or other non urgent reasons.

Yabu.
It's absolutely common sense if you have eg only 2 appts left for the day, to give them to someone struggling to breathe rather than someone with a verruca.
I cannot fathom why you wouldn't just answer the question and get on with your day.

Just for a bit of balance, the receptionists at my GPs are lovely and I have no problem telling them symptoms etc. If you go in person there's a sign saying you can chat in private if you prefer.

On the other hand one of the GPs is known thoughout my village for being extremely rude. Unsurprisingly he's the one who always has last minute appointments available!

The receptionists at my surgery are absolutely wonderful and I find myself telling them what's wrong with me/DC without being asked
I can't fault them in any way. I have the greatest respect for them. I'm very lucky in that I can always get a same day appointment and emergency appointments are always available; I've happy explained why I wanted one before (and happily accepted that on one occasion, the only appointment left was an emergency appt which I didn't need!) and have always been accomodated.

Yanbu- I had a very painful and dischargey pelvic/uterine infection a few days after laperoscopic surgery and phoned for emergency appointment. Receptionist not only demanded to know why but also what the symptoms were and what the surgery was for. I had to describe my dayglow discharge to someone who essentially answers phones for a living before I actually got to a dr, as "I think I've got an infection after surgery" wasn't enough info to approve the appointment.

I think a lot of people are not aware of the extent of the strain the system is under. A little bit of cooperation goes a long way in helping to keep everyone who wants/needs an appointment safe.

I don't think they should ask- and I used to be a GPs receptionist.

I would ask if it was urgent, and if they said yes, I would try to get them in. If it wasn't urgent, the Dr would put them on a list which meant they didn't get urgent appts in the future,

And I didn't have any training at all! Some of my colleagues thought they were Drs just because they'd worked there a while!

At our surgery we get a callback from the doctor who then triages based on need. Receptionists still ask though and it can be quite embarrassing depending on the problem. Also I have had a receptionist say in a mocking tone 'so its not urgent that you are seen today' when I told her what the issue was, however when the doctor called back they said to come in right away and I actually ended up in hospital later in the day.

Early pregnancy bleeding people Also what an odd way to describe pregnant women...

not sure if someone mentioned it but the reception staff ask so they can book the appropriate amount of time for your appointment.
a script refill might take 5 minutes but a smear pelvic takes longer.

the reception staff also prepare the room, so instruments needed for a biopsy or the medication if it is a regular injection.
so not being nosey but being efficient and organized.

I do think it's a good idea for the receptionist to ask. When my Ds had scarlet fever the Doctor phoned us back within minutes. They couldn't have done that if they hadn't known what the problem was, or if they had a massive stack of other patients who also hadn't specified what their problem was. I was really impressed at how professional their response was, and it was all dependent on people talking to the receptionist.

Our GPs receptionists always ask if it's for an urgent appt, it's their job ffs, they're not being nosy!

DS2 has had recurring viral wheeze issues, ends up in A&E pretty often, so if I call for an urgent appt first thing and the earliest they could book me in is much later that day they often say to come down immediately and someone will see him between appointments (a toddler's breathing trouble taking logical priority over someone else's sprained ankle etc).
Likewise when FIL called for a GP appointment as he was having heart palpitations and the receptionist called an ambulance for him - if she hadn't asked what he was coming in for he could've died waiting for his afternoon appointment.
From a few conversations with the receptionists I think they must get a few idiots that they have to put off as well, as no, an emergency appointment isn't required for your cold, numbnuts.

That could work in your favour if it was an emergency. I called up at 3pm on a Friday because my baby had suddenly come up in a rash. Told the receptionist and was seen straight away. Doubt that would have happened if I said he had a cough...

If we ask for a same day appointment, we get asked if it is urgent but not what it is for. Whether it is urgent or not can depend upon the patient. For example if we ring up because ds has an ear infection then it is urgent for him although it probably wouldn't be for most children his age. The Dr's know that we are not time wasters and have said that they will always fit him in for a same day appointment and this has been written into his notes so that all the receptionists know this.

Love the way people picked up on my "early pregnancy bleeding people" yes, odd. I was really tired and typing faster then my brain. What I meant to write was "women with early pregnancy bleeding" HTH

I was glad my GP receptionist asked mr my problem last time I needed an appointment. Often I can't get through when calling at 8am as they tell me to - and then have to start work, meaning when I do get through to reception it's hard to get an appointment within a few days. When I told the receptionist what I had, and how much pain it was causing, she was really sympathetic and tried her best to get me an appointment that day (and did!). Really appreciated it.

Another one sticking up for amazing receptionists.

When I was an early pregnancy bleeding person the receptionist got me a letter and appointment at the epau without having to take up a GP appointment slot.

The problem with some of our doctors receptionists is that they stick rigidly to the 'rules' and don't listen to patients. I understand there has to be a procedure about how appointments are given out but there also has to be some flexibility for extreme cases eg you may not be able to get a severely disabled child to the surgery in 10 minutes even though you are supposed to give out same day appointments in order.

They don't do it to be dicks, they do it so you can see the appropriate medical professional.

I went through this whole flipping thing with our receptionist a whole back and it made me so cross.

I called up for dd as I felt she had a water infection and some concerning down below symptoms. I tried to make an appointment and was told very rudely that it was only for emergencies and was it really an emergency. When I said that I felt dd needed to be seen, she sighed and said but is it actually an emergency. I said again, that she needed to be seen. She then demanded to know why, so I had to go through all her symptoms. I was told by the receptionist to bring a sample in and just write the rest on a form.

I do as asked, then get a phone call an hour later asking me to bring her in. Apparently she did need to be seen by a doctor as the symptoms needed assessing by a doctor. No shit sherlock!!!! So I had to drag a poorly toddler up to the doctors twice in a day, the second time she was exhausted. Just because the flipping receptionist thinks she has a medical degree. Piss off love.

Yabu .

There might be 15 appointments each session with each gp, and they have around 10,000 patients each. GPs are leaving in droves, 14 hour days, phone calls , results, unrealistic demands. It is the nhs.

Receptionists are trained. Not just to signpost these calls, but to respond to emergency situations, don't be so dismissive of them. Some things that are 'an emergency' can be dealt with by a pharmacist. Some things are a real emergency and the duty doc would be interrupted to speak to that patient. Some patients have an emergency that needs to go to aces, or a&e. Some people think an emergency is that they are moving house and need a sick note! Some parents get their children up with a sniffle at 7 am and are on the phone at 8.30 wanting an apt. Child has been sniffly 2 hours, but parents are not able to deal with this at home. Some mums want an emergency apt because they won't buy calpol and want a script.

So yes, Gp's ask their receptionists to find out what the problem is so they can be dealt with properly, and the most urgent cases prioritised.

Receptionists might speak to 200 people each session face to face or on the phone, they won't remember what the problem was. They can't win, they'll get their arses handed to them by the gp if they book a duty apt for something not urgent ( and so might the patient!) and at the same time have patients moaning when they try to do their job.

No flanjabelle the receptionist was doing as she was asked. Getting a sample for nurses to dip first, if there is an infection the gp will then deal with it. She wouldn't have just took it upon herself to make that decision, it's what the practice policy must be.

If you don't want this to happen take it up with the doctor/practice manager WHO TOLD HER TO DO IT

I was a medical receptionist for 2 years. It means I hate people now.

Having seen what some people are like from this thread, I don't blame receptionists for their reputation of grumpiness.

Why do you think they are called "emergency appointments"? It's not an "I need an appointment today" slot, it's a "this will be serious if left for any longer" slot