To really despise Drs receptionists asking why I want an appointment?

[ShapelyBingoWing]

I've been trying to get an appointment at my surgery all week. If I'd booked in on Monday, I'd have been waiting until a week on Friday to be seen, so the receptionist that day said to call at 8 in the morning for an appointment that gets released on the day.

By the time I've gotten through every single day, all the appointments have been gone. But after telling me that, I've been asked each day what I need the appointment for as though an appointment can be found if they deem my issue serious enough. And every day they've tutted at me down the phone when I've explained I'd rather not say.

I've finally got an appointment with my practice nurse today after she triaged me and agreed I needed seeing.

I get that receptionists need to prioritise, I really do, but I feel very strongly that they're not trained to prioritise based on very little medical information. And tutting down the phone is a fairly reasonable marker that they're not particularly good at the job they are trained to do. AIBU? Or just a grumpy sod?

I think I just wanted a moan.

[ShapelyBingoWing]

I'll definitely be complaining I think.

That said, I've just been on the website to find out how to complain. There's no online form or even am email address. Complaints are to be in written form only, addressed to or handed it to the practice/receptionist. It really is set up to be as obstructive as possible.

[LaGattaNera]

Receptionists are required by GPs to make a note of what the problem is and I find I get an appt without having to go into massive detail. Further, it is a sackable offence for them to access a patient's notes unless it is required for some reason eg if they are also doing admin and typing letters for referrals and such like. I was told that the system registers which staff look at patient notes and that abuse is traceable to the offender.

[ShapelyBingoWing]

How do you know what they're trained to do?

Because triage for medical issues requires medical training. Triage at my practice is held by either a nurse practitioner or a GP. Not the receptionist. Because asking 1 question isn't triage.

[SerfTerf]

Nobody is disputing that it is the way surgeries are expecting receptionist to do their job LaGatta. It's just that there are issues with the system.

[BannedFromNarnia]

I don't have a problem with the triaging system, I find it helpful - I had no idea so many things could be easily dealt with by a nurse, for instance, so when I had water infections it was helpful and got me seen quicker.

I have also seen some wonderful examples of user service excellence in the NHS, including this morning.

However: I have also had more shitty user service experience in the NHS than I have had anywhere else as well, and some front line employees are BREATHTAKINGLY rude. I work in a management role in an institution where we don't have customers, like the NHS, but we do have a lot of users coming into see us and use our services, and if any of our staff behaved like some of the NHS employees I've seen they'd be on the carpet.

Sometimes there's a total lack of understanding about what constitutes good interpersonal care in front line posts, and when that happens you get tutting and people being made to feel small. All that was needed here was 'I am asking to try to help, if you don't want to say that's fine but you might not get the best care quickly. Do you feel comfortable giving me a general description?'

[takemetomars]

To all those getting sooooo annoyed at their GP surgery, you have had plenty of explanations on this thread regarding the need for receptionists to ask the questions they do.
Might I suggest that if you don't like the system, change Surgery, complain to Practice Management or try a private GP (about 60 quid here in the South).
We really are trying to ensure that patients get seen so it really isn't worth putting any barriers in the way of the system which is operating in your Surgeries. You have to work with what is available, you can moan as much as you like but it is likely to get worse, not better.
A little tip, if there is a nurse practitioner at your Surgery, use her, she is most likely able to refer and if she is unsure, she will get a GP involved. They are replacing GPs as recruitment is so difficult, so use them, they are (mostly) very good.

[CaptWentworth]

Honestly, it's really very simple:

"Can I ask what the problem is?"
"My 2 week old baby has a temperature and seems unwell."
"No problem, can you come in at 2?"

"Can I ask what the problem is?"
"I'm having chest pains."
"I think you might be better to just go straight to A+E."

"Can I ask what the problem is?"
"I have run out of my contraceptive pill."
"I'm afraid we can't give you an emergency appointment for that."

"Can I ask what the problem is?"
"I've got a bugger of a bunion."
"The podiatrist would see you for that, can you do Tuesday or Friday?"

Etc etc.

[Tartyflette]

Appointments are also scarcer than hen's teeth at the large semi-rural practice here.
The practice appreciates patients may NOT want to disclose medical information to receptionists we've got lovely receptionists and fucking awful ones, just like elsewhere so you don't have to (in theory). It's not their job to ration appointments, if someone says they need one they should try to find one, or say call back the next day when another batch is released. (I was on hold for 15 mins in a queue waiting to speak to someone, after my call was answered by the automated system. This is also a cause of many complaints. )
However, the practice is about to employ a triage doctor (a 1st year GP or similar) and all requests for appointments will be put through to them first to assess, so with any luck it will improve the situation. Watch this space.....

[SerfTerf]

To all those getting sooooo annoyed at their GP surgery, you have had plenty of explanations on this thread regarding the need for receptionists to ask the questions they do.

Is that what you can hear? People getting "sooooo annoyed" ()?

Don't you understand the calm constructive critique?

[ShapelyBingoWing]

Those examples are simple Capt. Many aren't. Mine certainly wasn't.

[Jaxhog]

Being a DRs receptionists is a pretty stressful job. The main reason they ask is to weed out the people with clearly non urgent problems e.g. less than a week coughing, sniffles, tummy ache, little scratch etc. And that's without all the people who don't turn up at all. The problem with a free service is that it is frequently abused.

Like anyone else, they can get so stressed out that they can be a bit stroppy. Have a bit of patience and they're almost always pretty helpful.

[sidesplittinglol]

Your Drs appointment system sounds exactly the same as my surgery. It's so infuriating trying to get an appointment.

[ShapelyBingoWing]

It's depressing isn't it sides? This is a really poor and isolated area. The nearest A&E has closed too. People are caught between a rock and a hard place...go without healthcare, get pushy or misuse services.

[ExConstance]

I think the on line GP services are very good. Although I can get an appointment quite quickly with my own GP in the surgery it means time off work, waiting and then quite often if you need a prescription they have not got it in stock. An on line consultation or a phone call back from them to discuss the problem is a fast and economical way to deal with things that do not seem serious and can refer people back who do need further investigation. I think these services should be developed and available on the NHS

[brightlightceiling]

They are told to be asked by their boss. They seriously are not doing it because they like to be told of anal fissures and weird looking vomit. The doctor won't prioritise you if you won't say.

[brightlightceiling]

They shouldn't tut you though.

[brightlightceiling]

What I don't understand why you won't say what's wrong when you claim it is an emergency. Sometimes you need a different service, not a GP. I have called an ambulance and the police for people before.

[YoungGirlGrowingOld]

GP services are shocking in this country. When I moved back to the U.K. it was a real eye-opener how bad they had got in the last 6 years or so.

I don't and would never disclose medical information to receptionists. It's depressing how willing we are to accept such a shit system because "that's how it is". My current surgery is great, my previous one was utterly shite. It clearly CAN be done well within the current constraints, but some don't bother.

[Urubu]

YABU
Yes they might not be able to fully understand every medical issue and corcumstances but I am guessing most of the time they can judge if you really need an appt, for ex "I have had a cough for two days" vs "I am coughing blood" vs "My newborn has a cough".
If your circumstances are important well then just say so and explain.
You would explain it to a receptionist if you were at A&E so why not the GP's?

[Pansythepotter]

We must have the only good GP service in the country. The receptionist are polite as are the nurses, GPS and the other practitioners.

If you phone for a same day appointment, you are told to come to the surgery and wait till the booked appointments are finished. There is no tutting or sneering, you are given a piece of paper, which states, "you have been given an URGENT appointment today. These appointments are limited, so please speak to our reception staff if you feel there is another option for you. It then lists what the Surgery thinks warrants an URGENT appointment. I have seen people go back to the desk and some just leave with the paper.

[Pansythepotter]

I did not mean to say the only. I meant one of the best practices.

[Theresnonamesleft]

My practice changed how it gave appointments and it's fab. This is a practice that is in a densely populated area and I don't know why all cannot do the same.

You generally don't call in. You go online and fill in a form providing very little info. If you have to call in or walk in to make an appointment you just request an appointment.
You let them know when you are available that day for a call back.
A gp calls you and you are either given a same day appointment, triaged over the phone or documents left in reception for you.
If you need a follow up say in 2 weeks the gp either makes you the appointment or if its deemed a phonecall is required they add you to the call back list.

It's really good so not only are you dealt with the same day, but when you go in the waiting room is exceptionally quiet.

[ElizabethShaw]

To be honest if I was a busy receptionist and someone was wasting my time by calling and then refusing to say what the problem is so I can't actually do my job, I would probably sigh/tut too.

[greendale17]

Maybe they are rude because they have arseholes who treat them like dirt and constantly question their job and authority?

[ShapelyBingoWing]

What I don't understand why you won't say what's wrong when you claim it is an emergency.

Because I don't want to discuss my medical issues with someone who isn't medically trained. They're complex and there have been occasions where I've been told I didn't need to see a doctor but did, given my medical history. Their common sense can prioritise the basics. Without medical training though, they will get the more complex things wrong and it's not them facing the consequences. It's me and others in the same position. And tutting at me for not allowing that is just plain rude.

And as I said above, it was them who told me that if it couldn't wait for their next free appointment in 2 weeks time, it would need to be done as an urgent appointment. For an emergency I'd have gone to A&E.