to be upset by this doctors' receptionist

[astrasky]

I rang the GP receptionist today to change my appointment as I couldn't leave the house this morning. I have mental health problems.

I asked to change the consultation to telephone because:

1. I feel too unwell to leave
2. All I need is a repeat prescription of antidepressants.

I asked if I could change it to this. I could hear her talking to another receptionist as she was "checking the screen". There was a long pause and chatter between them.

And then she said "astrasky, is this appointment about your depression and self-harm?"

I felt mortified because I didn't think they could see it. I feel like I can't go back in now as she knows that about me.

AIBU to be upset, or is it just the way I am thinking at the minute? I just found it so unprofessional that non-medical staff can see that.

I think it's standard so they can prioritise appointments for those who need them. I could be wrong though.

That was really insensitive of her. However, I used to work as a GP receptionist and your medical diagnoses are listed to the right of where your appointments are. You can't miss them. It depends on which system they use I guess, but there's only 2 main ones, so they likely already knew.

To be honest, half of our patients at least had mental health issues. It's absolutely nothing to be ashamed of. I never blinked an eyelid. I have suffered with mental illness in the past, so did a number of my colleagues (including a GP).

Please do write an email to the practice manager if you feel up to it though, she needs some lessons in tact and discreetness.

Oh, the only thing I guess it could be was checking you didn't have a physical ailment that wasn't appropriate for a telephone consult (we used to get a lot of this, and it was a huge waste of everybody's time). But still, not a great way to put it.

I wouldn't like non-medical staff discussing me willy-nilly while other patients are at the counter.

@aIways

I have always been at this doctors, and usually speak to the afternoon receptionist (they alternate) and she usually says "is it about what you spoke about in your last appointment?"

I just feel in such a busy and exposed reception she shouldn't be saying that out loud especially using my name (my real name is unique and if anyone who was there knew me etc)

I don't want to get her into trouble at all, I just think it's one of those things that's made me feel much worse tonight

I say this kindly and as someone who has similar issues - how else would you have liked her to put it?

My personal experience with calling to make that appointment would make me appreciate her asking me directly rather than me having to go through the (entirely irrational) "shame" of having to tell her what I needed the appointment for.

It is more likely to make sure that you're a) suitable for a tele-consult and b) that the GP that rings you is able to use the time effectively.

Astrasky, I thought you meant upstairs! We used to have a separate room to answer telephone calls, you certainly weren't allowed to answer them on front desk. Even more unacceptable.

@PolPotNoodle

I have weekly appointments with the same GP, so it was just the same Dr to do the consultation - I would have preferred if she phrased it like the other receptionist I mention up post

The appointment was already made - so she actually knew it was for that. I said to her I just want to change it to the telephone as I am having trouble leaving the house.

As I say, my name is unique - my whole family go to that doctors, as do many friends. No one is aware of the problems I have, but, having to think about someone walking past a front desk after hearing that I am now anxious that others will know.

I don't think receptionist should be:
a. talking to other receptionists whilst on the phone
b. they shouldn't verbalize confidential medical history on a front desk where the general public is.
c. use your name when on the phone in such a public area.

@PolPotNoodle I would have less of an issue with the words if my name wasn't attached to it. I've never been in a doctors which didn't have calls answered on the front desk, so especially if you're waiting to see the receptionist it's quite easy to overhear things even if you try to tune them out. Using your name can be very identifying.

She needs (more) training - and that's how the practise will see it. You won't be 'getting her into trouble'. The workplace is not usually about blame any more.

And she certainly does need more training. It is unacceptable that she did this. I do suggest you write to the practise manager. They really do need to know.

I'm so sorry this happened to you

In my GP surgery they have a soundproof screen which they close during private calls, they also have a phone at the back of the office for stuff like this so she might have been speaking on a different phone to the one you're envisioning. Unless she said your full name I don't think it's such a big deal (but I'm sorry it made you feel embarrassed).

I would find it normal for a receptionist to check with another member of staff to see if switching to a telephone appointment is appropriate. I've had similar experiences in the past.

Having been in her position, it appears a laps in judgement on her part. However, the receptionists are under a lot of pressure so i do think you should cut her some slack. She may also suffer from mental health issues and beat herself up no end if something which could just be forgotten and got over was made a massive deal. They can see all your medical records. They are trained to deal with the differing needs of patients. To be honest, i think youre taking it to heart in your current mood. Hope you feel better op. Cut her some slack though, she didnt do it on purpose

She sounds like a new member of staff and she was probably checking with the other staff if it was ok to switch. They have probably said yes of course but make sure it's not for a physical illness that might need to be seen hence why she asked if it was for the original reason. She will learn a bit more tact as she gets use to the job. X

OP I agree apart from talking to other receptionists, that's pretty standard I think. I too have a unique name and use the same doctors as many of my friends and family and I would be mortified if something like this happened. I would definitely bring it up with the practice manager.

@Mumtoboy123 how would you feel if your personal medical information was blurted out for anyone to hear? Why is the receptionists potential mental health issues which is probably non existent more important than OPs right to privacy? Why should OP get over it and forget about it when it is clearly a big deal to her?

Mightyskys
AIBU to be upset, or is it just the way I am thinking at the minute?

Op has asked for opinions of whether shes being unreasonable. My opinion ia that she could be more reasonble that to get soo offended by this which is obviously just a mistake. The receptioniat didnt do it on purpose.
I didnt say it was more important, i just said to consider it. You've got very quickly defenaive here, Mighty

Thanks for your replies.

I wouldn't have been so bothered about it:

1. If she didn't use my name (I probably won't be able to get across the uniqueness without writing it, but think African)
2. If she was in a separate room (which she wasn't as I could hear the receptionist having a conversation with a person about appointments)
3. If she wasn't having a conversation with someone else on the desk which was not about the appointment

My opinion ia that she could be more reasonble that to get soo offended by this which is obviously just a mistake. - I have had my appointment with the Dr and mentioned it, she was taken aback and told me to inform the practice manager as she was very shocked that this was mentioned on the reception desk .She said the only time receptionist should be discussing medical information is upstairs in the private office when people are ringing for bloods etc., unless an emergency the receptionists do not have any right to ask why you;re making an appointment.

I leave it at that though. I guess it's nice to know I wasn't overreacting,.

Noooo! She needs more training! If you, a patient, don't flag this up they have nothing to go on. They need your evidence op.

Otherwise it will happen to someone else.