I know it has been done before in various veins but, IABU to think doctors receptionist....

[Dunkling]

… that are not medically trained, are not in a position to triage you and decide yay or nay, are not the gatekeepers of all appointments placed there to keep the appointments empty (see my experience about this later), and at the very, very least, should be trained to understand the reason for appointment rules re; routine, same day urgent and the reason for this. And also, know what a receptionist is? The frontline font of knowledge to pass between the two parties?

This morning feeling increasingly ill after a procedure, and all advice, including from the doctors mouth, being to get checked out asap if any sign of infection shows (I had increased pain, the runs, nausea and terrible fatigue), so I phoned.

I was told I couldn't have a same day appointment only routine, currently 3 weeks away. Same day are for urgent, so heart attacks and strokes, that kind of thing. I repeated routine didn't help me and I needed same day, even with a nurse was ok. Nope...… same day are urgent, and for heart attacks and strokes. I asked her really? Are you really telling me that when people have a heart attack, they ring them for an appointment. Yes, they do. I asked, so you have appointments open today, the same day urgent ones, and you keep them because when someone has a heart attack, you book them in. With an appointment. The ire was lost. And the sense.

Previously, after numerous (ongoing problem) appointments and being told to book in for a blood test at each, even these appointments were like rocking horse poo. 2 and 3 week waits. What happened to a GP asking you to roll your sleeve up for a 60 second procedure? Each time I was told to avoid waiting, to go to a walk in, the doctor would print a sheet to take with me to marry up my test with me. I decided to wait for all but the last time, and so asked the receptionist for the sheet I had been told of, to get from her, 30 seconds earlier. What sheet? And where is this other NHS clinic please? What clinic?... no idea! Good job I'm internet savvy, and can drive. What if I was 70, and confused?

You can tell me IABU. But god that rant felt better! The evil very upset part of me wants to post them a link to this!

If the receptionist genuinely said that emergency apt's are for heart attacks and strokes, then please complain loudly to practice manager.
At ours now, they get a GP to call back and triage you. It seems to work quite well. One of my huge frustrations is when your GP tells you to come back in a week, e.g. if you've started new meds and need reviewing. The receptionist are adamant that either you go down the "emergency apt" route exactly a week later, and call at 8.30 hoping that you'll get through and there's apt's left. Or, you can book a routine one, in about 3-4 weeks time . I usually stand my ground and insist get speak with her GP who will then tell them they need to make me an apt. Shouldn't need to be that hard!

1. They can’t get an appointment for ages
2. When they try to get an appointment, the receptionist gives them the third degree - but this is an attempt to ration the appointments for those that need them! They can’t win
In what way are receptionists qualified to triage like this though? The patient might not give a vital piece of information that could make them warrant an emergency appointment and the receptionist may not know to ask.

Out of interest when I was a child you couldn't make an appointment you simply turned up and waited to be seen. It meant you got seen that day and there were no missed appointments because if you were sat there waiting then you weren't missing. Any reason why we can't run this system again?

I must be lucky - twice recently I have called and asked the receptionist for advice as to whether they felt it would be necessary for me to book an appointment and they have fitted me in on the day. They must have some training as they are the first point of contact with anyone who calls the practice.
My situation did involve a head injury, however I did also stress that I wasn't in serious pain. This was 2 different surgeries as well as I moved between appointments.

Last time I made an appt I was asked for two key words to describe what was wrong so the GP would have a rough idea what we needed to be seen for. I don't bother with the phone and queue up outside at 8.30am. It worked a treat until the rest of the town caught on and there were 20+ people in front of me last time.

I can't read the rest of this thread, its pissing me off.

Im beginning to think it's the patients not the receptionists. You dont need to give full details of your problem but "Im a terminally ill cancer patient" is different to "I stubbed my toe 3 weeks ago and I'm pissed off I can't have an appointment today.

Use your initiative, see a pharmacist first, or phone in plenty of time (you can always cancel), expect to give a brief outline of your problem so you see the right person (triage, nurse, prescriptions Dr, GP, GP call back, home visit)

And to be far, someone 60 miles away in a 111 call centre will only have your word about whats wrong so they will misdiagnose occasionally.

OP, I said 'if' you had surgery. Also in a small town you know everyone verses a big city practice were you know no one. My practice know me (my condition) and will go out of their way to help.

CondomsLubricantAndFlapjack

So in my case I have routine bloods done because the medication that I'm on are causing haematological problems. After the last set the GP asked me to go back to discuss the results. I kept trying to book an appointment but none were available. Eventually I explained to the receptionist what the dr had said. She asked me what was wrong. I started to explain. She heard the word "anaemia" and started suggesting that I go and buy some iron tablets (I actually have macrocytic anaemia, not iron deficiency anaemia and they are looking to exclude haemolytic anaemia). When I explained why this was not suitable and that I need to see the GP to discuss changing medication or doses she booked me in to see the pharmacist. On the appointment info she gave the reason as "medication review". 2 days later the surgery phones to say my results are back and the dr wants to see me. Earliest appointment 3 weeks ago. Apparently this was fine. 1 week later get a phone call - my own GP has seen the results and I need an urgent blood test but I'm to keep original appointment. Went the other day and the GP was questioning me - why didn't I go to see him 1 week after blood test as asked, why had I carried on taking the medication when my liver function tests were abnormal (because I didn't know because I had to wait 3 weeks for an appointment).

Now, I get not all of this is the receptionist's fault but they should not be giving medical advice and nor should they be reassuring patients when they don't know eg is it ok to wait 3 weeks for a review. If the don't know for sure then they should check, not make something up.

I am luckier than many because I'm quite clued up but what if you are more vulnerable or confused? You might have just gone out and bought some iron tablets. I did check with GP. He said absolutely that I was not to take iron because it could mask the problem.

@Condoms I do all that and still get treated like a lying toerag. Or get told four different stories by three different receptionists.

And when I complain, I'm told its not my fault. Staff will be spoken to, etc.

You can't claim that doing everything by the book means receptionists will suddenly start treating you like it.

I recently had one castigate me for not paying for a letter. I had actually expected to pay for it, but no-one had charged me. That was my fault, somehow, and I must not expect future letters to be free (... which I... didn't ? )

Oh, and my super favourite, asking for a reasonable adjustment and being told it can't be done.

Complain, and find it's actually practise policy to make said reasonable adjustment when asked.

So, if it's policy to do it, why does the receptionist invariably insist it isn't?

Chouetted because Practice Managers don't like dealing with complaints. The Receptionist will carry out instructions as per policy and if someone complains the rules will be bent to suit making the Receptionist look like a right cow.

The GPs and receptionists could communicate more.

@TroysMammy That's very against the equality act, and makes me want to just give up existing. Are you serious? He was very convincing and pointed out examples of this policy being put into action that predated my complaint.

If policy is genuinely to be as inaccessible as possible and claim the opposite when asked, then I'm not sure how I will ever believe any professional ever again. That's some serious gaslighting you're accusing them of, and I genuinely do feel quite nauseous.

I'm also not entirely sure how I'm meant to get any healthcare in that case

That’s ridiculous. The reception team at my surgery are great. More helpful than some of the doctors. If there are no emergency appointments left when you ring and you think it’s urgent the on call doctor will ring you and will then decide whether they need to see you or whether they can prescribe something over the phone or make a non emergency appointment at a later date.

Sorry I mean with appointments policy. If there are no routine appointments left with a favourite GP and someone kicks up a stink then that person will be fitted in with the GP of choice. Doesn't happen often but can be demoralising. Emergency appointments are different.

I actually think the receptionists at mine are pretty good and they must be holding back some appointments for later callers as I’ve never had an issue getting an urgent appointment for my daughter. I called when my daughter had a suspected notifiable disease and basically said to come in immediately and they’d fit her in as soon as we arrived. They’ve also been good at arranging a call back with a nurse if it wasn’t 100% clear if she needed to be seen or not. That said, I’ve never tried as an adult but I get the impression they definitely prioritise little ones at my practice and I have been grateful for how easy it has been.

@Belfast

I know, I know, it sounds like I'm so fed up I'm using artistic license to vent, but she actually said same day appointments were for heart attacks and strokes several times. Even when I did get a bit clever and ask her are you really telling me that blah blah, yep, heart attacks!

To the PP (sorry I'm still feeling horrendous and don't have energy to search) who mentioned home visits as a child, me too!! Ok, so things have changed and I don't expect that, but as a child, and I got ill a LOT... I never saw the inside of a doctors surgery. He always came to us.

I've no problem with a receptionist asking for information which is passed on to a doctor to decide how urgent it is but I would have a problem with a receptionist doing the deciding. They don't know the patient and the patient's history.
We've had reasonable adjustment issues in the past over ds. They are now highlighted at the top of his notes but occasionally we still get a receptionist who won't open the notes to check so we have to ask for the practice manager, at which point they decide they can open the notes.

Our surgery has been through ups and downs. 9yrs ago you could easily get a same/next day apt. Then they changed things and it was weeks for any apt or the ring same day for an emergency slot system - total pants. Kudos to whoever reorganised things though as recently i rang, got a next day apt and was able to arrange the subsequent blood test for the day after that. They are recording all calls and you are asked to give some info what its about. Seems fair!

@TroysMammy Ah, thank you for explaining - no, this was a policy covering reasonable adjustments under the Equality Act for patients with disabilities. The receptionist was very clear that no adjustment could be made, and my disability was my problem (and heavily implied I should just try harder to not be disabled). Which is, I admit, an attitude shared by a significant percentage of the population, but definitely isn't something the NHS encourage!

It’s appalling and I have huge sympathies, OP. Our local surgery do their best but it’s sub-optimal. All appointments for the day are usually gone within minutes of the surgery opening, booking by phone is nearly impossible as it’s engaged and has no queuing system and you can’t book ahead. The only way to get seen is to arrive before the surgery opens and wait, or to say it’s an emergency. I’d happily go fully private and pay for a better service (and reduce the burden for the NHS) but the NHS makes that as difficult as possible.

Some surgeries here, though thankfully not mine as yet, are insisting that every patient speaks to a dr to be triaged before they can book an appointment. Any appointment, even a routine one.

On the one hand that's good. It's a dr deciding, not the receptionist and hopefully they can decide if you need to be seen today, next week or two weeks time. They can also advise on self care and perhaps avoid an appointment altogether.

The biggest problem is that you have to phone before 8.30am to request a call. The dr will then ring you back - at some point. No time slot giving. You just have to be able to take a call. So not good if you are commuting to work or maybe work in a job where you can't take phone calls. Realistically you cannot expect people to take a day off work simply to book a routine GP appointment can you? Or for a parent to miss a day's work to book an appointment for their child.

It's ridiculous practices like this that need to stop.

I also once had a sick baby who’d had a fever for days and a rash. The receptionist decided to do the cup test and said it wasn’t urgent, so no appointment. I politely told her that I’d come to see the doctor and not the receptionist and she did eventually get me in. When I saw the doctor he said I’d done the right thing getting the appointment. I wonder if other mums would have just walked away based on the receptionist’s ‘asvice’.

On a side note mine is the same- won’t give you an appointment for love nor money. Not sure what right they have to ask you discuss symptoms but when I had a ear infection resulting in a perforated ear drum they told me no that was a walk in job. Went to walk in. Man at walk in berated me for wasting their time and told me I should have gone to GP?! Hubby had some bleeding as he has ulcerative colitis and they refused him doctors appointment as they decided that wasn’t serious and told him to see the nurse. Nurse was baffled as couldn’t do or prescribe anything and berated the reception staff for wasting her/his time.

Mine are pretty good with emergency/urgent appointments. If I ring up with tonsillitis/UTI/chest infection I'm seen that day
Routine appointments are a 3 week wait

Primary care is in a shocking mess. I am a practice manager and have been in my role for 15 years.
The lack of GPS is a major crisis and most coming into the profession only want to do locum work and not be a salaried or GP partner. They earn far more as a locum and no responsibility as they don't normally deal with any admin relating to patients. The strain this puts on the GP partners is immense as means they deal with all results, paperwork etc with a knock on effect for patient care as doing all this means less appts to offer. More follow up work is coming from over stretched hospitals that GP also have to sort out. Their workload is increasing although not always face to face with patients.

Receptionists are doing an often thankless job as we need to juggle availability of our pre bookable and same day slots. We try to offer everyone who needs one a same day appt and ask to be sure they a booked in with the correct clinician. If they have all gone receptionist have to sign post other services which is why they need to ask the reason. However, all a patient needs to say they prefer not to say and it shouldn't be pushed.

I can't understand why OP was told urgent appts are for heart attacks or strokes, that just not correct and should be an immediate A&E attendance.

I could go on about the problems we face and lack of GPs is the main problem, we have brought in other clinicians and now employ a paramedic who do a lot of triaging and most of our home visits. This has freed up a lot of GP time as most on the day requests are for minor ailments.

I agree there is no need for rudeness and I ask my staff to always be polite and explain to the patient why they can't give them what they want (mainly asking to see a specific doctor on the same day) and suggest alternatives if possible. Sometimes it's not what is said but how it's said.

Please cut receptionists some slack, they (mine) do a great job on almost minimum wage and doing much more than meet and greet.

You have my sympathy too, OP. I don't know what it is about some medical receptionists but they are a sore trial.

I was really irritated with the surgery last month (missed medication) that I wrote to the practice manager expressing my annoyance. There are 2 very poor receptionists at the practice. I praised another one who isn't, to the hilt, in my letter, not mentioning the two dragons and I hope that made the point.

There is definitely something in it as this seems to be a UK-wide problem to vary degrees.