AIBU to think people feel entitled to be rude to GP Receptionists?

[alpacasandwich]

I've got a job stacking shelves in a supermarket. I love it. People are mostly kind, friendly and above all respectful. If someone asks me where something is, they are so apologetic about me abandoning whatever I'm doing.

By my third shift in a GP surgery I'd been sworn at, regularly told I was responsible if someone died before they could see a GP, been given the line "I pay your wages", been hung up on over the phone multiple times, I barely went 20mins without someone angrily eye rolling and shouting and being hideous.

Why do people treat people like that? I always heard retail is hell, but the odd moany customer is the exception. As a receptionist you're treated with absolute disdain no matter how hard you work and how nice you are. I used to cry in the toilets.

AIBU to think people feel entitled to behave this way, maybe due to the idea that receptionists are evil witches?

People are really rude to GP receptionists. They aren't nosey, they have to ask why you need the appointment. They aren't rude, they are just very busy. It's a hard job. An underpaid, hard job!

Well clearly you think all those things are satisfactory then. For sure the Dr didn't tell her to cut bits off and her colleague printed out everything. The info cut off was anodyne. The worry caused was not.

You do appreciate that patients are entitled to copies of their records I suppose.

Your response to 6 was rather selective. The senior partner was appalled. The receptionksts/Admin caused a 12 day delay. They took up four hours of my working time. They said the prescription was waiting for collection when it wasn't. If you can't see how that is unacceptable then I'm not surprised people were rude to you. It's completely unacceptable.

I do know dr's receptionists are the public too yes. As members of the public you'd think they would mess other members of the public around a bit less. The work I didn't do that Friday afternoon had to be done on Sunday.

The only response the receptionist should have had was "I am so sorry for the inconvenience" No?

And if the last six times DD's and my prescriptions were popped into the same sae why weren't they that time? Can you answer that please?

Have never, in 33 years had a polite GP receptionist. Have had many, many dreadfully rude ones though! Have worked out that's with 9 different surgeries, 100% of receptionists have been rude.

As an aside, I work in retail and was called "a cunt on legs" today for banning a "customer" who had verbally abused and tried to physically abuse one of my team.

Hey ho!!

IMHO, the treatment of doctor's receptionists is symptom of our society. People are frustrated. There is such difficulty in getting an appointment and the worry of the treatment or lack of treatment. Also, the UK has a government that makes it clear that some people are more worthy than others. A lot of people are stressed through financial strain and the other many inequalities in life. They will take it out on some on the front line. Our society is unequal and becoming more so, which does not breed politeness and pleasantness towards other people - more an every man for himself attitude.

I have total respect for the receptionists, as people have said they are dealing with people feeling ill and in a bad mood all day everyday. They also see people going through very difficult times.

It seems to me they are being asked to do a lot more than a receptionist role with less numbers.

What does annoy, well just winds me up really, is when after finally getting through and past the engaged tone at 8 am you ask for a late appointment and they say we've got 11 am, you ask if they've got anything later and they say 11.30. After asking for really later they say is 5 pm ok? Well yes please.

Worst appointment for me was I was travelling so asked DM to ring for my appointment, she got someone who knows me and her. I'd been working away for days, it was a Friday I was looking for an early dart. DM rang me saying we've got you a late appointment at 6.30 pm as we know you like them. Didn't know they existed, especially on a Fri!

Due to logistics I had to work till 6 missing the 3 o'clock early dart I had planned. Only me in a very very large work building at this time. At least I got my appointment

My local GP receptionists are so rude the number of negative reviews on the practice website is embarrassing. I'm afraid they give themselves a bad name

The worst thing that happened to me was when my brother was critically ill (mental health) and the receptionist refused him to see a GP even though it was obvious he was unwell. I'm still to this day as he didn't receive the treatment he needed as soon as he could have because of her

I used to work in a GP's office and listened to some rotten old bag have a go at a receptionist because she asked what was wrong with cowbags husband, the reason she asked is because she saw on screen he had a variety of problems and need to make sure the DR was able to check the appropriate history for him in terms of test results etc. I hate it when I see people on FB etc saying 'I dont want a receptionist to know what's wrong with me, thats for the DR' theres a damn good reason.

as for the people being rude while on reception, you don't know if they've just had another barrage from abuse from the umteenth person that day and are just tired of it all, we can't all be super happy smiley ppl 24/7.

I've had a GP receptionist take it upon herself to decide I don't need an appointment. I'm sorry you feel like that at your job but every single GP receptionist I've came across is rude, bitter and very nosey. If they can't handle the job then they need to find one they can, no excuses for some of the behaviour I've seen.

People are not being rude when they don't want to tell a receptionist at reception medical history. There is absolutely no privacy there. If I had an embarrassing issue I would refuse to tell the receptionist because of a lack of privacy.
Actually in a past surgery, my DP heard the receptionists gossiping about a young patient with specialist issues. It was obviously me, as what I had was incredibly rare.

I'm certainly not rude person and don't ever intend to be rude. But a lot of GP receptionist seem to think they're doctors themselves sometimes and can be so bloody moody and rude and huff at you. Well mine do at my GP anyway!

They will take it out on some on the front line.
Some people simply are rude and certainly shouldn't be in a job like this.
i think it's unfair though that they seem to get such a bad rep.
We wouldn't tar any other profession in this way.
As i said, i've only ever encountered one bad one.

I certainly don't think that just because some people stay in the job are people who 'don't give a fuck'
Some actually like it.
Some are very ood at their job.

Postagestamp
This is not indicative of the stress the NHS is going through,this is not a new problem,it has been going on for decades.The difference is that people are not deferential when spoken to as if they are naughty children anymore.
I have only recently had to use the drs,I resort to polite medical jargon on the phone and have been know to ask in loud voice if asking me for intimate details in the surgery reception.
We also have 1 long standing receptionist
has perfected the art of asking questions,not listening to the answer whilst sucking a lemon with a wasp inside.Unfortunatly her she infects the new receptionists who never seem to stay long.
This is the receptionist that would not let me talk to a Dr when my exh was suicidal,said he'd have to come down himself!I had to do the loud but calm' if I do not see a Dr now he will have to come out and certify his death later'.

I think people are ruder at the least provocation nowadays whether it is in a GP surgery, road rage incidents, to shop assistants and just in life in general.
I work in a GP surgery (not a GP or a receptionist though). Our receptionists are, mostly, lovely and helpful but they take far more crap than I could and I have seen several in tears after abusive people have had a go at them. It does seem to be escalating as the service becomes more stretched and we now hear more and more rudeness to nurses, pharmacists and GPs as well, there seems to be very little respect for professionals and the "I pay your wages" brigade seem to be taking over.
I am a patient at a different surgery and all our receptionists are lovely, friendly and helpful. Biggest complaint I could muster from the last 20 years is that on one occasion the wrong type of inhaler was issued on repeat prescription.

I must be lucky I have never experienced a rude doctors receptionist and I have been in 3 practices since i've been an adult.

Sorry you are feeling so shit OP I work in a customer facing role (on telephone) and take the brunt of poor choices people have made in their lives and it's not a good feeling at all. The strain on my own mental health is immense and I do try my best everyday at work. It seems it's just the way people are these days

One of the main gripes seem to be having to give details about personal medical conditions to the receptionist, patients don't want to do this, receptionists say they need it to triage and to give an appointment with the most appropriate medical professional.

The main issue for me is confidentiality having to give personal details in a crowed surgery and within earshot of other people.

I wouldn't expect my GP to conduct an examination in the surgery waiting room, so why cant there be something in place like a quite area so that people can give receptionists all the info they need without medical confidentiality being compromised, after all Pharmacies have private rooms for people needing to speak to the Pharmacist.

I would refuse point blank to discuss my medical condition with the receptionist in a crowded room but would be happy to wait until someone was free to speak to me in private

I've never experienced a pleasant GPs receptionist, ever.
Seriously, Every single one incredibly rude. Noticeably rude. Like they've taken classes in it.

I sometimes wondered if it had been somewhat misguidedly taught: as in: the people we get in our surgeries can be hard work and therefore you must learn to be extremely assertive and at times aggressive to deal with them.

This might be ok, if all patients were so, but we aren't. Honestly the receptionists stress me out, they're so aggressive.
All those of us sharing such experiences can't all be wrong, unless we're biased shits.

The receptionists in my old GP surgery were absolutely lovely, unfortunately I think they were the exception to the rule. My new surgery ones are awful and the one in my parents surgery are the pits. Despite my dad being extremely unwell and having a long and complex medical history they refused him an appointment. My df had to wait to collect his prescription in surgery where he collapsed and was blue lighted to hospital with sepsis. They also refused my dm an appointment and said she must have a bug and had no need to see the GP ... a burst appendix later and several weeks in hospital and the same 'lady' was still diagnosing people over the phone .... who needs all that medical training when someone with a city and guilds in who knows what can diagnose you🙄 Rant over!!

Going to go against the grain here. The receptionists at my GP surgery are lovely! They sent the dr to my house!!! when I phoned in a panic about my DC about 10 years ago (1st time mum, asthma/croup/me shitting myself) within 10 mins, have never been anything but helpful and friendly, and if the appointments are booked up they apologise (which I don't necessarily think they should do - it's not their fault)
I also deal with them on a professional basis, and I find the same - they're courteous, professional and helpful. I deal with some other GP surgeries at work too - yeah they're total dragons. Unhelpful, unfriendly, antagonistic, and I do feel for the patients who have to attend that surgery. So I can see both sides. Safe to say, I'm not moving, as I like my receptionists more!!

Our GP receptionists are great (practice nurse here). The worst patient offenders are usually of a certain age and have completely unrealistic expectations. The receptionists are managing a system implemented by their bosses, the GP's, yet patients would never speak to them like that. Nor to male receptionists I imagine.

I am a gp receptionist and love helping people. I would like to think i always do a good job have had lots of nice comments ect. I also think most of the people i work with are helpful and kind but i do know what you mean about some having a attitude. Firsty we are not aloud to give medical advice we can give advice on services ect but not medical advice. The reason we have to ask what appt is for is because doctors ask us to do that its not being nosey its just because they have different appointments, minor illness slots , telephone consultations ect also reception can request sicknotes and prescriptions for patients to save having to wait for appointment. I think its a hard job as the gp partners are our boss and tell us what to do. Sometimes patients need different things and i am happy to bend the rules a bit as in life on system cant fit everyone. I think the problem.comes when a receptionist just sticks to the rules and wont bend even if the patient generally needs that. I really havnt had many people be rude and if they have i can usually see why as they are frustrated. We are frustrated sometimes too when we cant get a appointment unfortunatly we have no control over this and they arent enough for everyone which is rubbish. Im sad so many of you have had bad experiences.

Oh and if your problem is private just say that also if you want to speak in private tell the receptionist she will come and speak away from waiting room. We have a sign up saying this as you may not want to mention issues in waiting room.

I have recently started work at the local CCG (organisation who 'buy in' NHS services) and I was privy to a conversation this week re: changing the job title of GP receptionists to something like 'primary health advisers' or 'health care advisers' so that patients would feel like they can disclose details of their illness to the receptionist and the receptionist can triage patients. Scary.