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.

[alfagirl73]

While I do have some understanding re receptionists asking questions if it helps me get an appointment sooner, one thing I have zero tolerance of is breaches of confidentiality. Many receptionists are far too loud when you're in the reception area trying to ask something/book appointments etc and it is one thing I will IMMEDIATELY lodge a complaint about. The practice can be sued for breaching patient confidentiality so it is important that the partners know if this is happening.

If I genuinely am uncomfortable telling the receptionist what the issue is then I will politely say to them "I'm sorry but it's a delicate matter and I'd feel more comfortable discussing it with the doctor/nurse" - but I'll still try and be helpful if I can eg: "I'm in extreme pain" or "the doctor told me last time that I was to come back immediately if it recurred...". If I can give information to help them without being specific then I will.

I do get that some receptionists get a bit power-mad mind you... but if I come across one of them who is being unreasonably obstructive I just remind them that if they refuse me an appointment and it results in a delay in referral/diagnosis of something serious then it's up to them if they want to suffer the legal consequences of that. Usually does the trick.

[TroysMammy]

alphagirl supposing the Receptionist is not being obstructive but there simply isn't an appointment available, appointment slots that are governed by the GP's? It's very unfair to blame and threaten the Receptionists. I've had "do you expect me to die then?" Not nice.

[LML83]

At my surgery you call at 8am and most likely (after multiple attempts at getting through) you get an appointment if u will see any doc any time.

If the appointments are gone but it is urgent to me I will tell them what's wrong (usually only if ill young child) so they can prioritise. If it's not urgent or I don't want to say I have to try again tomorrow.

When I have explained I have always been fitted in or had a phonrcall from doc. They have never asked unless I am obviously disappointed on the phone.

I think they will hear far more interesting things than my medical history if they are nosy. And I doubt they repeat it as it would cost them their job especially in a small place where it would be noticed.

[LML83]

Basic point is if you don't want to discuss when they say no appointments left say 'ok will try again tom' and hang up.

[Urubu]

The same applies to when they phone you at home and there are other people around.
There's a complete lack of privacy
I would imagine you can get in the next room in your own home of you want to talk with nobody around. I mean either these peiple who can overhear are young children and don't care or are old enough to be left alone for a few seconds, no?

[Sleephead1]

Im a Gp receptionist the Gp partners are our bosses they make us do it. The reason is not to diagnose none of us are medically qualified its because we have to. Same as you probably have to do things your boss tells you to. Its because say they are no appts left but you say oh i think i have a chest infection we could advise you of the nearest walk in centre, or if you say oh i think ive got a water infection we can ask you to bring a sample and the doctor will dip it and if any infection can get you antibiotics also we can request medication, sicknotes for you. We also have a oncall Gp Who deals with emergencys so if someone called for example feeling very depressed/ couldnt cope we will pass details to on call Gp. They honestly are not asking because they are nosey. We also get told off it we didnt ask and book in and then the person has taken a urgent appt and wanted a sick note. Its fine to not tell them but they then also cant advise you any further. Also please dont blame reception for asking you to ring and then not getting the appt. We know its shit, we know they arr not enough appts for everyone and its not fair but we cant do anything about it. Tutting at you is rude though and we would be pulled in by manager if we did that.

[scottishdiem]

So saying out loud what the problem is causes concern?!? Do none of you realize they have full and unrestricted access to your medical records? They open the mail, log the emails etc that have your referrals to every consultant. They type up the notes or letter if your Dr is old school and has a dicta phone. They already have access to everything. Why are you worried about vocalisiing what they can read already?!

[Sleephead1]

Oh and we do get in trouble at my surgery if we have booked in to the wrong place. Im not saying all do at every surgery but we do. If we kept doing it we get pulled in for training. It can be a hard job as you are trying to balance what the patient wants and needs and the Gps Appt system - we have no say in how they decide this and cant change it.

[alfagirl73]

Troys by obstructive I mean the ones who won't even attempt to give you an appointment or be helpful unless you tell them certain details, or when you do tell them info they incorrectly assert that you don't need an appointment when you do. Admittedly I'm in a job where I see only too often how it goes wrong when seemingly "minor" symptoms are not taken seriously and are actually indicative of something much worse - I see the catastrophic consequences. If there genuinely isn't an appointment available and I consider it urgent then I will go to A&E but if it's a clear case of a receptionist being officious and obstructive then I will get firm with them. They do not have power over my health.

[Sequence]

I often get asked by the receptionist if it's an emergency.... seriously, if I had an emergency I would be phoning 999 or taking myself to A & E.

I agree, it's confusing. Priority same-day GP appointments used to be called "urgent", not "emergency".

[Sequence]

I prefer to book online when possible, but for some reason there are only ever a tiny number of appointments available online, usually about 0-5 per GP. Why don't they put at least half the slots on there and save reception some time?

[MeMeMeMe123]

I think by and large, receptionists do a good job. They're dealing with members of the public, who are often stressed and upset.

It's difficult to legislate for every potential outcome of a phone conversation and I expect they feel hindered in their role when they're not given the info the GP expects.

Perhaps their script needs adjusting, eg;
" Doctor needs some information in order to best help you. Is your call about a condition for which you are currently being treated? "

Or similar.
If yes, doc can use their judgment prior to a phone consultation.
If not, then a short statement from the patient will be necessary in order to assist nurse practitioner with Triage.

In my GPs, the nurse practitioner will always triage urgent/same day appt requests. Receptionists take minimal details. Really efficient imo....

[Glittergirl1]

This used to drive me nuts. I've found that if I tell them what is wrong I always get an appointment and they actually treat me like a human.

[e1y1]

I actually feel sorry for them, you know they're only doing it because they have been told to, I doubt they give a shit whats wrong would ask if they didn't have to.

However, if the patient doesn't want to tell, then the receptionist shouldn't tutt or the like.

But general experience from many years in a call centre previously, patients/customers are just general arses, because they can get away with it.

[CurbsideProphet]

My GP surgery mainly runs walk in sessions (morning and afternoon). To be booked in with a GP or nurse you must tell the receptionist why you need an appointment. In front of whoever else is in the waiting room. It's really not ideal and I'm sure it contravenes NHS confidentiality policies.

[tripetmumof4]

My daughter had a range of odd symptoms that didn't appear too serious e.g. sleepy , weeing / drinking a lot , losing weight . I described these as requested to the receptionist who asked me if they were an emergency . Not being a doctor I said no .She ended up being admitted to hospital with ketones and extremely high blood sugar (type one diabetes.)Luckily not in a coma and in DKA but very easily could have been if I hadn't taken her to the hospital .Please be aware of these symptoms 4 s - tired , thirsty , needing the toilet and thinner .Not all gps are aware never mind receptionists who in my experience are doing their best .

[CheshireChat]

Our receptionists must have received further training/ got told off because even the grumpy dragon is now fairly pleasant.

I tend to tell them because they generally offer decent suggestions (where to go/ suggesting waiting for Dr X who is actually a specialist).

But, one of them did send me to minor injuries and suggested I should lie about when the injury actually happened . She's normally perfectly sane so don't know what happened there. She sounded shocked I was happy to wait a week for a review, albeit for my toddler. When I ended the call I was

[DailyMailReadersAreThick]

You're not being unreasonable at all. Whether you get an appointment should NOT depend on how much information you'll give someone with no medical knowledge.

[selly24]

I detest this too! Come on mumsnetters lets come up with some good (piss take, but possibly plausible) answers.l for the receptionists....
Let your creativity run free....

[spicyavocado]

Where I work we ask so we can write it down for the doctor and he or she can then triage the calls based on our notes. We're not doing it so we can make a decision, we're doing it so someone fully trained can make it.

If the patient says it's a private matter we write that and it's left til last because with no information to go on there's no good reason for it to be prioritised.

I don't really understand why people refuse to tell us when we have full access to notes (obviously we only go in them if we need to but there's a good chance if you're coming into surgery at least one receptionist will need to go on your notes for something or other) and it's often obvious what's wrong from your prescription anyway. Although I do understand not wanting to say it in a full waiting room/if you're somewhere public on the phone.

[TaliZorahVasNormandy]

I'm a GP receptionist and I've had an absolutely shit day at work. Knew it was a mistake to click on this thread. If only I had gin.

[lougle]

I find that being assertive about what I hope to achieve helps from the outset at my practice. The telephone lines open at 8 am, so I always start calling at 7.54 am, knowing that the answer phone will be on. But then I hit redial, and repeat the process, so that I catch the phone line as it switches over to the open service. That way I can get one of the first call slots.

I immediately say that I would like to be seen by a doctor today, please. The receptionist replies that they only have urgent/emergency appointments left for today, and I say that's fine, as I have an urgent/emergency condition (I only do this in genuine circumstance - if my need is routine, I book an appointment for several days/weeks ahead).

Having said that, on the occasion that I have needed a medication review/sick note extension, etc., the receptionist has been very helpful and explained that she feels that the GP may be able to deal with it via phonecall, but if not they will definitely make sure I get an appointment later in the day. I've always got a call within 2 hours and been dealt with quickly.

[FreakinDeacon]

This frustrates me so much. And I'm a Practice Manager

The practice should make it clear why they have asked their staff to ask. It should never be compulsory for the patient to say if they don't want to and definitely no tutting!

There are important and valid reasons to ask but it has to be done appropriately and sensitively.

Come to my Practice OP, we do it properly (I hope )

I also agree with AuntieMay, most of them are nice and they get a load of crap all day every day.

[StickThatInYourPipe]

NRTFT sorry it's really long!

Just thought I would add this is one of the many reasons I HATE going to the GP. Calling for an appointment, I always feel like a criminal for asking to see a Dr.

I feel that I'm wasting their time no matter what I am there for (and I pretty much only ever go in for UTIs after suffering a few days to see if it will clear up by itself!) and again this is only once a year max!

And the receptionists in our Dr are awful, really snappy and judgey and rude.

YANBU OP!

[Hassled]

Mine are all great - my policy is just to tell them everything and trust their judgement. The times I've had serious stuff (resulting in the 2 week pathway cancer scare klaxon thing going off) they've made damn sure I've had same day appointments. But I do think I'm really lucky with my practice compared to some of the horror stories I read about on MN.