To let you know that you're not doing yourself any favours by refusing to tell the GP receptionist your symptoms?

[privateeyefan]

I'm a GP. My surgery operate a triage system - if you ring up or walk in asking for an appointment, then you get put on the triage list, and get a phone call from the doctor that same day, who can then make an appointment for you if you need one.

When patients ring up or walk in, the receptionists who speak to them will ask for a brief outline of the problem. This means that, as we usually have at least 3 doctors doing triage at any one time, we can prioritise the calls - if if see things that I know will need an appointment, then I will call those patients first so that I can get them into the surgery on the same day, often within the hour.

If you refuse to tell the receptionist what the problem is, and there is therefore nothing next to your name on the triage list, then I leave you until last. I'm not going to prioritise you over people I know will have to be seen, when I have no idea whether or not you will need an appointment. Therefore, if you don't tell the receptionist, your chances of a same-day appointment decrease substantially, and you will also have last choice of appointments over the next few days - the most convenient times after working hours will be long gone.

In addition, I, like most of my colleagues, have a special interest in a certain field. As I glance through the triage list, I generally pick out patients whose problem relates to my particular field of expertise, as do my colleagues. By refusing to give even the briefest of outlines, you rule out the chance that the GP with the most relevant experience will contact you directly.

Receptionists don't have medical training. Of course not. But that doesn't make them incapable of typing a one line summary of your problem dictated by you, in order to help the doctors do their job.

And please also remember - they speak to hundreds of patients daily. Your problem will occupy their mind for a few seconds, and then they will move on to the next patient and you will be swiftly forgotten.

@crochetyquaver That really is not true

Our drs surgery is great. Children under 5 always get a same day appointment. We are told to bring them to an emergency clinic between 11-1pm, they give an approximate time of an appointment but you are told that it could be slightly earlier or later due to how busy the clinic is.

Our receptionists do ask if you mind giving the drs a brief indication of why you need an appointment. For a uti for example they will refer you to a pharmacy for treatment unless you don't meet the criteria. Otherwise you can normally get a same day drs call back if you ring before 10am. As for people saying they don't want to discuss their issues in an open plan reception surely if you need an emergency appointment or same day you telephone before rushing off to your surgery? As for making a follow up appointment in person, surely you can just say dr asked you to?

My current GP is the first practice I've come across that do triaging. It's also the first GP it's taken more than a couple of minutes to get through to, usually about 30 minutes to get through to/calling repeatedly over the day because I'm at work, they stop answering phones at 4, despite on their website it says 5?
I didn't know when I first tried to get an appointment, no pre recorded msg or info when you register, receptionist starts saying she can't understand my glasgow accent maybe i should come in and leave a note, she can't read my notes, she starts on a monologue about why, meds I'm prescribed were on my registration form, of course they don't have this noted either. Eventually puts me through to a nurse who puts me through to a gp. Was around a 15min call (once she answered) that could have taken a couple of mins.
Last time I was in she was telling off a patient for not saying he was getting a methadone checkup, wonder why? (he was seen by the wrong sort of doctor?, his fault he's wasted time)

Sometimes I don't want to say what the issue is because another person is standing right next to me at the receptionist desk so there's no privacy

Are you sure you're in the right job OP - working with people I mean? Countless posters have given some awful examples of their confidentiality being compromised or credibly explained why they find it impossible to share their medical details with a receptionist but you dismiss it all because of 'your system'. Very little empathy in your posts.
I get that it's frustrating being a GP but if you can't actually listen to people with alternate views and demonstrate some understanding....?? Just a thought.

this!

As for having to take a drs call in an open plan office, is it really so hard to up and take the call, maybe head to the loo or outside? It really isn't up to the dr to know when you would be best placed to take the call! If that was the case anyone who works full time would struggle to ever speak to a gp. If you need to speak to a gp via a telephone call then you will make the time, if you can't be bothered then it probably isn't urgent.

OP your going to get a never ending load of crap on this one.

My GP receptionists ask for a brief reason and I think it’s fine. I think people just want to be arsey. It’s not difficult to say to a receptionist ‘it’s a genital problem’ instead of fag ash smelling fannies!

My GP's receptionists don"t ask and I prefer it that way. If I want to see a doctor I want to discuss things with them not have to go through a whole performance with a receptionist. I have PTSD and the reasons for that are very sensitive and involve sharing private things about other people.
My previous GP's receptionist asked, was told I had PTSD and then asked why.
None of your goddamned business lady.

If I don't explain the issue, I don't get an on the day appointment. Saying genital area would just lead to no appointment.
I don't actually have an issue explaining though. But I do have an issue with the ability of receptionists to triage,. Although if our receptionists do communicate with GP s as part of the triage, then I suspect when I was initially refused an on the day appointment, she would have told the GP the wrong condition - i.e. a common condition that sounds similar to my very rare condition. The common condition does not need an emergency appointment, mine does.

I get what you're saying, but at my surgery they act like god and it's unnecessary. I called a while ago and asked to see a female doctor. I was asked why, so I said I had lump that I wanted checking. I was asked where the lump was, so I politely replied that I was with my young child and I'd rather not discuss it, but that I would like to see a female doctor (therefore fairly obvious it was likely to be a personal area). I was told that I had to tell her where the lump was before she could make an appointment?! Why?! I didn't want an urgent appointment, I just wanted a routine appointment. What did it matter where is was?!

If you refuse to tell the receptionist what the problem is, and there is therefore nothing next to your name on the triage list, then I leave you until last. I'm not going to prioritise you over people I know will have to be seen, when I have no idea whether or not you will need an appointment. Therefore, if you don't tell the receptionist, your chances of a same-day appointment decrease substantially, and you will also have last choice of appointments over the next few days

I'm not against giving the receptionist a brief outline if I have to. Your attitude towards people that won't or can't is stinking though.

My GP surgery, thankfully, doesn't operate the triage system. We have to ring at 8 a.m. to see if an appointment is available for that day. If they are gone then you have to phone the next day 8 a.m. We are not asked why we need an appointment.

There is no way I would tell a Receptionist why I require an appointment. They are essentially admin assistants who don't have professional qualifications yet alone a healthcare qualification. I used to work with one of the receptionists who lives a few doors away from me and I know what a gossip she is.

I've got shingles on my vulva and bottom atm. I'm not going to stand in a queue and tell a receptionist my vulva is massively swollen and has split open. I wouldn't stand in a queue with my DB and tell the receptionist he is having paranoid delusions or hearing voices.

If patients don't understand when they should book appointments with a nurse rather than a GP then put up a notice detailing what procedures are to be undertaken by nurses.

If my surgery operated your system then I would change surgeries.

Good to know, thank you.

Dafthannah

Yes mumsnet is a good place for people to air views

But I don’t think it is a good place for someone posting as a qualified GP to air what is essentially their workplace frustrations in a public forum , rather than addressing the issue in a professional manner in their own practice .

The NHS has served me brilliantly over the years (apart from two unspeakable GPS, one of whom effectively condemned my father to an early grave because he refused to accept my mother's pleas that it was more than "just a cough" and another who refused to entertain my concerns about fertility - despite it being her "special interest - and yes I am infertile. Sorry, I digress.).

My last three dealings have concerned a coloscopy, a mammogram and a smear test, all of which I'm grateful for but none of which I would have felt able to discuss in front of my unreconstructed male boss who sits about six feet away. OP - how would you recommend I deal with that issue? And no, I can't make/take the calls elsewhere on my mobile.

I would not discuss my medical concerns with a receptionist. Least of all in my Doctors surgery where there is absolutey zero privacy - if I were to tell the receptionist my medical problem everyone in the waiting room would hear.

There is a large touch screen on the wall that patients have to use to check in for appointments. I have to put in my date of birth and then my name flashes up on the screen for me to confirm that it is me. It then asks me if I am a carer or if I smoke. I think this is very invasive and often get it wrong and put in the wrong answer in the rush to get my name off the bloody screen. The font is that large that literally anyone sat in the that waiting room can see it.

If the receptionist is at her desk I try to bypass the screen by booking in verbally. More often than not she is not there.

I reserve the right to hold onto any shred of privacy/dignity possible and I don't believe I am being unreasonable.

My GP surgery uses med students and nurses to answer the phone. Saves so much time explaining my symptoms or requests now - really hope it stays that way. Unqualified receptionists or those focussed on admin have no business doing anything but paperwork in a surgery

"None of your goddamned business lady."

Why so rude? She's not asking for the fun of it. She's asking because that's what the doctors require of her!

We are between a rock and a hard place.

"She's the bloody village gossip and WILL tell people who's been in lately and why

"Then please report her to the practice manager. That is utterly unacceptable."

Talk about shutting the stable doors after the horse has bolted. You can't undo the fact that someone has gossiped. There needs to be a system in place so that the admin staff are not in a position to know and divulge the information.

You’re a non medically trained receptionist. To be frank, it isn’t up to you to prioritise calls. That’s what triage is for.

I wasn't too happy to have to tell the receptionist about my 5 week long period, and she didn't sound happy to have to hear about it, but I don't have any complaints about the system in general.

I always get a same day appointment, much better than being told you have to wait three weeks to see someone.

Mine don't really ask but if you give a vague explanation I find it helps
So
"Can I have an appointment?"
"Yes, two weeks time"
Or
"Can I have an appointment? I'm neutropenic and I think I have a UTI and a temperature"
"Yes, can you come down in 15 mins?"

The one time I had a complete mental breakdown and didn't know where to go, I walked in and just stood silently crying. Reception immediately came out, made me a cup of tea, found me a doctor and the doctor spent 45 mins with me
They're not perfect, they missed my diagnosis for 8 years but they will always try and get you in

Just as a point, when you ring 999, you aren't triaged by a doctor or nurse either. It's effectively the same... it's just a computer triage does it

I really don't understand the issue that some people have with this. My GP surgery have a pre recorded message from the GP asking that you provide a few brief details over the phone. I totally get why they do this I've phoned before thinking it's not urgent and been informed that they think it is and vise versa. They almost always offer you a call back from a GP if you're unsure as to wether it is urgent or not and infants are always seen. It works well and I have great faith in my surgery.

They're not asking you to explain every symptom in detail. A simple "I've got an ongoing issue with persisting/worsening symptoms affecting my insert body part" is usually more than enough, I don't feel thats unreasonable.

If you need to speak to a gp via a telephone call then you will make the time, if you can't be bothered then it probably isn't urgent. bollocks. You obviously have very little imagination if you think this is possible. How do you “make time” if you don’t have a job where you are sat at a desk doing things you can just walk away from for a bit.