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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Aibu to hate the doctors receptionists?

40 replies

Pellasalla · 04/08/2017 09:47

I've just got out of the doctors and after not falling pregnant I've been sent for a scan.
I went to the reception with the referral letter and the receptionist barked loudly in front of the surgery "what is the reason for the referral"
So I just replied "just for a scan"
Then she said "why has the doctor referred you for a scan?"
I didn't want the whole surgery knowing my business so I said "it's a private matter"
She then loudly said "we need to know"
At this point I was annoyed and just said "look I've been referred for this can you tell me if I will receive a letter in post"
She said "you will get a choose and book letter"
Then walked away
What's it got to do with her?
What happened to confidentiality

OP posts:
SpareChangeDownTheSofa · 04/08/2017 09:57

I think some of them are just nosey. They seem to have a weird sense of entitlement to know what's going on just because they work in the doctor's office.

BlackberrySad · 04/08/2017 09:59

Some of them are lovely. Some are awful. They've got a bit of a reputation haven't they!!

42isthemeaning · 04/08/2017 10:06

No need for her to know at all; just which department perhaps, but certainly not details. I worked in the NHS in different receptions in the past (A & E included) and wouldn't dream of speaking to patients like that. I did meet others who had very poor attitudes towards the patients however and yes, the environment wasn't always easy to work in, but that's no excuse for being a horrible cowbag though! Even the doctors were scared of approaching some receptionists! Some get carried away with their perceived 'power'!

kiwiblue · 04/08/2017 10:22

On the whole my experiences with receptionists in the NHS have been awful, whereas I've found the medical staff almost always great. I find receptionists are often really rude. It could be worth complaining- I had one be really rude to me while I was miscarrying. I complained to PALS and they were incredible- I got a personal apology and as there had been previous issues with the receptionist, they were put on performance management. Why should they get away with behaving awfully to patients?!

Original poster
Pellasalla · 04/08/2017 10:23

I wasn't sure if I was just being touchy.
I feel sad about things at the minute and live in a small town so I was worried people would know my business.

OP posts:
sparechange · 04/08/2017 10:24

Some are nice and some of amongst the most unpleasant humans you'll ever have to speak to

But seeing how they get spoken to by some patients (not you), I can see how the former become the latter

alittlequinnie · 04/08/2017 10:41

The ones at my surgery always seem to think I want the whole surgery to know about my periods.

Example - I walk in, wait in the queue - get to the counter and smile and discreetly hand a letter to her which invites me to a smear. I asked her to make an appointment for this.

She then shouts "THIS SMEAR HAS GOT TO BE DONE MID-CYCLE YOU KNOW - WHEN IS THAT?"

I know that she needs to mention it but does she have to mention it at top volume so that I then need to explain (as quietly as I can) that i don't have cycles and she can make the appointment whenever she likes.

On another note - they always tell me off. I went in one morning, on my way to work to pick up a prescription I had dropped in a few days previously.

I go up to the counter, ask nicely if they have it. They go NUTS - what - collecting a prescription - no way, not at 8.30 - we are dealing with appointments - you will have to wait. Okay says I - how long for? "at least an hour" they tell me!!! I argue the toss with them for a while and then give up (all this took about 5 mins)

i walk out of the surgery and go to work - whilst there I check the website for the information which tells me never ever to go in the morning and collect a prescription and when i go back in teh evening I look all around the surgery for a notice that tells me this - nothing - not a thing anywhere - AND when i dropped in teh prescription they didn't tell me don't come back in the mornings.

I'm not a regular surgery goer and not used to the routines. I asked them why i was spoken to badly that morning and where is the information to tell me not to come at that time and would it really have killed them to have just taken the 2 seconds it took to find my prescription and hand it to me - whilst telling me that as a rule it is best not to come in the morning? .. but no. They dind't see what the problem was.

i would never treat a client of my firm in this way. I think that they could remember sometimes that we don't all know all the systems!

Spikeyball · 04/08/2017 11:04

Some are nice. Some are dragons who don't just follow practice rules but make up their own. I can see how the former may turn into the latter.

Fluffyears · 04/08/2017 12:09

alittle my DP went into get his prescription at lunchtime. The woman went through the box and huffed and said accusingly 'these are not in alphabet order as if that was his fault. He said 'well I don't know what to tell you apart from I need my tablets so I don't die.' She huffed again then flicked the box at him saying 'I don't have time for this, find it yourself!' Major risk of him stealing some prescription and data protection risk as well Shock.

HeartburnCentral · 04/08/2017 12:17

I'm sorry you are having a tough time ttc. Yanbu. Doctor's Receptionist have a strict code of conduct to follow and discretion to protect a patient's confidential information is very important. You would not be unreasonable to make a complaint to the Practice Manager.

Witchend · 04/08/2017 12:21

For a scan though our hospital has different areas that they scan in. The pregnancy scanning is away from the sadly not pregnant scans which in turn is away from the scanning for other reasons. Even if they're in the same area they may be treated differently and have different consultants, which is why they would need to know why you were having a scan.

Tazerface · 04/08/2017 12:26

They are not asking because they are nosy or because they want to know - they are asking because in your practice, they are told to.

It's a terrible idea, but they are the ones that get bollocked so they do it.

Original poster
Pellasalla · 04/08/2017 12:28

The thing is it's written down in the little slip the doctor gave me so surely all the receptionist had to do was to look at it.

OP posts:
Giraffey1 · 04/08/2017 12:32

I would always respond that the reason will be in the doctor's notes and to check there, please. I am not prepared to have my private business broadcast around the surgery. Having said that, our receptionists are all lovely and the problem hasn't arisen for a long time!

Tazerface · 04/08/2017 12:34

So did you give her the slip then? I'm not sure a receptionist would necessarily make the assumption that you had one?

Pumperthepumper · 04/08/2017 12:36

alittle I once phoned at five to 12 to get test results and the receptionist told me they do the results between 12-1 so I'd have to phone back (I didn't know there was a set time to phone, no info on website etc either). I argued for a bit too but she wouldn't budge. So I phoned back three minutes later and got the results. Bonkers. I put in a complaint about her a few months later because she kicked off at me, then stomped off to have a go at my midwife, then refused to make the appointment for me, then booked the wrong one, all with her face tripping her. She's since left and we have the loveliest, cheeriest, most sympathetic receptionist now, she's made a massive difference to our surgery.

Pigface1 · 04/08/2017 12:37

I find our GPs' receptionists really unpleasant. The GPs at the surgery are great.

However... when you think about the amount of shit they have to put up with - how much abuse and shouting and complaining they must get and the number of entitled arseholes they must have to deal with... I'm not sure it's surprising that they're not the nicest.

MrsPorth · 04/08/2017 12:37

Our receiptionisr are great but there is definitely an issue with confidentiality. They don't talk particularly loudly but everything can be heard by others waiting in the queue and by those in nearby seats.

MinnowFilms · 04/08/2017 12:39

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Musicaltheatremum · 04/08/2017 12:41

As a GP I have cringed listening to some receptionists. My staff do have a reputation for being lovely. Loads of patients tell us. I do hear my staff on the phone and on the whole they are really good. Occasionally they could phrase something in a better way but I usually mention it to the practice manager and she can do some training if it's a recurrent problem.

Original poster
Pellasalla · 04/08/2017 12:42

Yeah I handed her the slip the doctor gave me which said "pelvic ultrasound" so I don't know what part of that she didn't understand ..
Last week I had bloods taken and they came back normal and I asked what level my progesterone was and she rudely said "your not a doctor you won't understand ,I won't give you it"

OP posts:
Euripidesralph · 04/08/2017 12:52

Sorry I don't accept that patient behaviour creates the dragons I've spent my adult life in a line of work where patients take things out on you it's not nice and there is of course a line but it in no way justifies turning into a raging bitch

I've been assaulted screamed at blamed for the state of the worlds economy accused of killing people (just so we are clear most in my line have had the same) but it's not the next person's fault so I don't take it out on them

I've bwen in a scenario with a very very sensitive medical issue and professional connection at the same time to the go and the hospital and the receptionist was vile , loud and intrusive

I asked for her line manager to be contacted there and then , I was polite and calm but made a large official complaint ....as I did again when she had a go when I went in with my son for making the complaint

It's just not ok to behave like that ..often people in a GPS may be I'll, desperate in crisis....so excuse me if I don't agree it's ok to behave like an entitled intrusive ass because you don't like your job

mumof06darlings · 04/08/2017 12:56

I would not put up with that. I would make an appointment with the dr to specifically discuss what she has just said to you re the scan and the test result. That's not on at all at all. Jez I'm cross for you at that.

TathitiPete · 04/08/2017 12:59

I asked what level my progesterone was and she rudely said "your not a doctor you won't understand ,I won't give you it

Wow OP, that is bloody harsh! Definitely some GP receptionists have a superiority complex but obviously some are lovely too. I can understand if they want to know about the urgency involved - like, do you need to be seen asap - but this doesn't sound relevant in your case.

Once, social workers were investigating me and DH and asked around about us including asking at the local GP. The receptionist there told the social worker about a time when DH was being very aggressive towards me and said she feared for my safety. BUT the incident was in February and she was asked her opinion in July. So, she apparently feared for my safety but not enough to do or say anything until she was asked for her opinion five months later. I always felt that was a bit odd.

ScarlettSunshine · 04/08/2017 21:54

I'm a GP receptionist and I'm bloody lovely if I do say so myselfGrin

There are some silly rules to follow (although we don't follow set times for things etc), but they're usually able to be bent if people really need them to be and they're nice to us. It really depends on your GPs though, ours are amazing so are happy for us to bend the rules to make a patients life easier. Some make you follow things to a T, which doesn't make much sense for anyone. But some patients really do want you to do everything for them, you tell them to ring for results and they don't, and then they shout at you because you haven't rang them. Or because they haven't received a letter from the hospital which is categorically nothing to do with us🤷🏽‍♀️

Your treatment was unacceptable though, confidentiality is key. 99% of my colleagues go above and beyond to help their patients. One of my colleagues today spent ages calling round beauticians to see if anyone was able to cut an elderly mans toenails because the chiropodist wanted to charge him a fortune and he can't get it on the NHS anymore. I phoned around a ton of services the other day because a patient with learning disabilities was desperately worried about a council charge (not NHS related) to find an organisation that could help him.

I guess you get shit people, and good people in every service. I used to work in front line NHS healthcare, and that was certainly the case there. But GP receptionists have such an awful reputation, it's pretty shit for us nice ones Sad