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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To think this was a breach of patient confidentiality?

42 replies

millythepink · 13/06/2019 17:12

Popped into my GP surgery today to order my repeat prescription. There was a queue in reception, so the receptionist was asking people if they needed to see the dispenser or see the GP. I replied that I just needed to see the dispenser to order my repeat and she told me 'Oh I can order that for you'. She then went over to her desk which was a good 15ft from me and called to me to confirm my name and address. She then asked if I wanted to order every item.on my repeat, which I actually didn't and told her so. She then asked (well, called over to me loudly as she was 15 ft away) which item I didn't want ordering?

Now, I really didn't want to have to call to her which item it was because it was personal and private. Also there happened to be my neighbour in the same queue and my DS's teacher, and I just didn't want them knowing what medication I was on!

So, I sort of half shrugged and smiled at the receptionist and said I didn't want to tell her infront of the entire queue. She immediately stood up and said snottily 'I was only trying to help' and started to call to the next person in the queue. I actually felt sheepish so told her I was grateful she was trying to help but I was entitled to a bit of patient confidentiality. But she abruptly interrupted me and told me ''Oh just go and see the dispenser if that's how you feel'. Her tone was so dismissive.

So I just sort of shuffled off to see the dispenser feeling about an inch tall. But surely I was right to want a bit of privacy? Couldn't she have got me to write down which medication I didn't need to reorder or something?

OP posts:

youarenotkiddingme · 13/06/2019 19:23

O doubt you could walk to desk. In our local surgeries the receptionists are behind a glass fronted office and the computers are dotted around the area.

My personal surgery the actual area you talk to receptionists in is about 2m2.

The other lady is in the reception waiting room.

Original poster

millythepink · 13/06/2019 19:30

I couldn't get any closer to her because her desk was behind the reception counter which is sort of built in, so you can't get round it.

OP posts:

Rosejasmine · 13/06/2019 19:31

I would complain to the practice manager if I were you, she was totally out of order.

simplekindoflife · 13/06/2019 19:36

YANBU!!

RabbityMcRabbit · 13/06/2019 20:11

@FancyAPint so did mine! I ended up going to a different pharmacy after the time when I discreetly asked for the Canesten thrush tablet. She asked me really loudly in front of the whole shop what sort of discharge I was having so she could make sure she was selling me the right thing. I walked out with my face burning with embarrassment

FancyAPint · 13/06/2019 20:42

@RabbityMcRabbit oh how mortifying!

RabbityMcRabbit · 13/06/2019 21:12

@FancyAPint it really was! I've never been back since!

BettyIsABoy · 13/06/2019 21:35

Complain. I am a GP receptionist (love and take pride in my job, determined not to be a stereotypical one!)

I will always print off a repeat list so the patient can tick off what they want (although sometimes patients just don't care and shout out what they need before you have a chance 😂).

If I have to speak from my desk (easier than going to and fro with bits of info, I'll always say "is it the one item?" Or similar. So they can say yes or no without disclosing anything.

Original poster

millythepink · 13/06/2019 21:40

Yes @Betty that is what has happened before and it was fine. I didn't recognise the receptionist so wonder if she is new and not trained yet?

OP posts:

BettyIsABoy · 13/06/2019 21:51

Even if she's new and not trained, she should use common sense and manners. No need for attitude towards you.

Secondsop · 13/06/2019 21:57

Definitely complain. I had a similar (but not nearly so bad) experience when a new, loud receptionist was trying to find my bloods form and she said, loudly, in front of a full waiting room and a queue, “is it a diabetic blood form? Are you a diabetic”? I WISH i’d had the presence of mind to calmly say “no but I am a person with diabetes.

Original poster

millythepink · 13/06/2019 22:38

I hate complaining but feel I really ought too now.

OP posts:

SnowyAlpsandPeaks · 13/06/2019 22:45

That is so wrong. I take 6 different medications including antidepressants, mood stabiliser and morphine. When I get my morphine they put it in the bag, call me aside, open the bag so I can see that it’s in it, before I sign for it. They will do this even if I’m the only person in there. So no one has any idea what medication anyone is taking. I thought this would be the same rule across the board.

harper30 · 13/06/2019 22:57

That sounds horrible :( sorry you had that happen, I would complain too I think. That's just not on

Drogosnextwife · 13/06/2019 23:01

Of course you were right. She should have apologised to you. Im not one for complaining about anything but she needs some training.

WeShouldBeFriends · 13/06/2019 23:08

Yeah that's really shit, please do complain

TheFormidableMrsC · 14/06/2019 00:04

That's really not OK and I would complain. I have a fantastic GP practice and consider myself very lucky, with the exception of one receptionist (the rest are brilliant) who does things like this. I once tried to have a very discreet conversation with her when I was considering terminating an early pregnancy and she said really loudly "Abortion? We don't do that sort of thing here" which wasn't only wrong, she was inflicting her moral highground on me. I have seen her embarrass so many people, I can't believe she still has a job.

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