To get dd to complain about receptionist at the GPs?

[fleshmarketclose]

Dd has a chronic pain condition and so is in varying amounts of pain 24/7. She is prescribed a cocktail of painkillers as well as amitryptiline and immunosuppressants.
She went to collect her repeat prescription earlier and the receptionist refused to give it to her because the prescription has morphine tablets and oramorph (alongside the other painkillers etc ) which she said dd wasn't allowed as she was obviously double dosing. The prescription had been signed by a GP already.
She told dd to come back tomorrow when she had had a chance to get the prescription altered. Dd refused to leave and come back not least because she is in considerable pain and it is an effort to get from the car to the surgery but also because it was her regular prescription that had already been signed.
So she had to wait for reception to get a GP to come down to hand over the already signed prescription. Dd felt embarrassed because the whole exchange took place in full view and hearing of others in the waiting room and the considerable queue behind her and receptionist made sure she was overheard discussing dd double dosing and morphine etc etc.
Dd is really unwell at present and so doesn't feel up to the effort of complaining especially because stress exacerbates her symptoms.
So WIBU to compose an email for her to send instead?

No, go for it. GP receptionists are notorious for this sort of thing

Yes complain to the practice manager

Yep, do it. for your DD

There are 2 professionally medically qualified people in this situation. The GP who wrote the prescription and the pharmacist who hands over the drugs. I have had pharmacists pull GPs up on incorrect prescriptions so GPs aren't infallible but pharmacists do make educated checks.

GP receptionists? Not a prerequisite to have any medical training whatsoever so I would complain away at someone giving advice above their knowledge level.

Normally I stick up for receptionists as they get a lot of grief, but in this case she clearly overstepped her responsibilities.

And if I was the GP I'd be seriously pissed off.

She was being safe and the GP corrected the situation so there was no harm done. People complain continuously about everything nowadays which is a great shame. General practice is on the verge of collapse

I do think GP receptionists get a hard time of it here on mumsnet, but in this instance I think you should complain. The receptionist cannot overrule a GP. I'd understand if they thought a dangerous mistake had been made and wanted to check but that doesn't seem to be the case here. As for discussing your daughters confidential medical information in front of everyone, that is unacceptable.

Well the receptionist is clueless as oramorph is often prescribed alongside regularly doses of morphine as it is used for breakthrough pain. It's not unusual to see on a prescription!

As a pharmacist, I would be very unhappy if this happened to one of my patients.

She was being safe

How was she being safe? A fully trained GP had signed it off, I assume the receptionist has no such medical training, a pharmacist well that I could understand but a receptionist how is she qualified to make such judgements, the answer is she is not.

It is not safe for a receptionist to refuse to hand over a prescription.

Yes, I'd put in a complaint to the practice manager OP. Nurses and pharmacists are trained to check on GPs like this but it most certainly is beyond her scope as a receptionist.

Of course, what a cow. She doesn't even have a medical degree, what would give her the notion that she has the right to dispense any medical advice?

Guava the receptionist has no knowledge of dd's health difficulties and no idea about the medication she is prescribed. The prescription had been signed so obviously the GP knew what had been prescribed and by signing it had authorised the prescription.
Had she any medical training and had concerns then I'd expect her to raise them discretely with the GP rather than accusing dd of double dosing in front of the waiting room.

How is it safe for a receptionist to refuse to give a patient the prescription her doctor has written her?

Well, I would definitely complain, although in writing rather than email, and I would say all of your post above flesh. That's so humiliating and inappropriate, I have worked on and off as a GP receptionist and I'd have had my arse rightly handed to me if I'd behaved like that. Absolutely none of my business, and as a PP said, there is a two tier system between the doctor and the pharmacist which works perfectly well.

Your daughter is entitled to an assurance that it'll never happen again, but I'd also be pushing for an apology from her also.

Hi I've been a go receptionist for 10 years. I have only refused to hand out prescriptions when an adult has sent child in to collect. As legally they are not allowed to. I also only question the gp when there are 2 scripts for the same item and same dose (to double check the gp is aware as sometimes reprints are done by mistake) but this is always done before it's put for patient to collect. So yes it is worth mentioning to the manager.

Definitely complain to practice manager.

She was being safe. She was being the absolute opposite of safe ffs.

I would complain

absolutely complain!
I take 2 painkillers of similar drugs that people frequently think can't be taken together ( can very safely) and ive had similar hassle!

Definitely complain. Unbelievable that the receptionist felt qualified to refuse.

I would complain. If she had a genuine concern there are ways to deal with it. And that's not by humiliating a patient.

It wouldn't have bothered me had it been a pharmacist question her prescription because I have had experience of taking a medication at above the recommended maximum dose and each month the pharmacist phoned the consultant to check it was right. I just saw it as a part and parcel of the process.
I wouldn't have complained had the receptionist told dd she needed to double check the prescription with the GP either but I am really annoyed that she discussed dd's medication and accused her of double dosing in front of the waiting room.
Dd is really quite upset, she's unwell and even the slightest blip seems disastrous to her at present but I think she was treated badly today and it needs addressing.

No, that was not okay at all. It was okay for her to quietly double check with the GP - but to accuse a patient of 'double dosing' and doing so where others could hear is horrendous.

Also, people without chronic pain can't imagine the effort it takes to get out some days. For example I have a carer, and have set days were I can be driven to appointments. I often need to rest up beforehand. It's not easy to just 'pop back' again, and awful to leave her without pain relief or worrying about it.

I'd certainly put a complaint in OP.

Was the receptionist expecting her to leave without the prescription? If your DD didn't collect her meds, when she run out surely she would be at risk of really dangerous withdrawals?

Yanbu

MN is often too harsh about GP receptionists but in this case she was absolutely in the wrong. And it needs addressing so it doesn't happen again.

Your DD's fully qualified and experienced GP gave her the prescription, which would be dispensed by a fully qualified and experienced pharmacist. If the receptionist had concerns that a mistake had been made, she could've checked previous prescriptions to see if this was normal for your DD, or asked the GP when she was handed the prescription. What she shouldn't have done was confront your DD in public.

@Glitter that is exactly it, collecting her prescription today was the task of the day. She has to build up to it and rest afterwards there is no way she can do it again tomorrow. Tomorrow will be a rest day to recuperate from today's task She is 24, her life has been decimated by this condition, my heart aches for her and I hate that today she has been humiliated and caused unnecessary stress which will most likely cause a flare in her symptoms.