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.

I was issued with a shorter than standard prescription for something. I tried to book for a review with my GP as per my notes and was refused, apparently I shouldn't have been given a shorter prescription and was not eligible to see a Doctor until the usual time frame had lapsed.
I then rang a few days later and booked without divulging and got the appointment I required.....
If we are required to give information, please make sure that the receptionist does not insist on making judgements without checking facts.
I love the NHS, they saved my life, they saved my baby, but I feel GP surgeries often make you feel like you are wasting their time, especially when trying to access services.
I try not to generalise, but it has been the same at all 4 GP surgeries I have been a patient at.

Of course you have the ‘right’. My point is simply that it decreases your chance of a same day or convenient appointment.

But that is effectively penalising me for wanting to exercise that right. So you’re not treating it as a right, but some sort of privilege I shouldn’t really expect to have. Like I say, I understand that, for practical reasons you have little other choice but to run a triage system, but it’s ethically wrong, so you might want to sound a little more understanding?

I am quite happy to tell a receptionist why I need to see a GP. However, if I book a routine appointment online I don't need to give a reason but if I go in or book over the phone I do, this makes no sense.

There is also (at my GP's anyway) a complete lack of privacy when you are talking to a receptionist. Hence, several people, including a school Mum I barely know, are aware that I was having problems with my coil. Even when they're on the phone you can hear what's being said from the waiting area.

Some people are very private and I don't think their healthcare should be seen as not as important because they choose not to give personal information to someone other than a doctor.

My GP surgery doesn't operate this triage system though

And actually nor does mine. The receptionist gives you an appointment or doesn’t.

Of course you have the ‘right’. My point is simply that it decreases your chance of a same day or convenient appointment.

Then the system is discriminatory and failing.

I'm a vet. I've never known any client refuse to say what they want a vet appointment for. Our receptionists are always pleasant and polite, and always book them in (but they do know what things are urgent better than clients often do).
But I guess pet owners aren't embarrassed about their dog's health issue (or if they are they usually make something up and the real problem becomes apparent later!)

My father in law booked an online urgent GP appointment so he could see the doctor, he didnt want to wait 2 weeks for a standard appointment.

The receptionist rang him back the next day to ensure he was valid for an urgent appointment and she talked him through his symptoms - "I think I cracked my ribs a few years ago and its started hurting again and I think I need an X-Ray"

She told him, you dont qualify for an urgent medical appointment and you don't need a doctor, see the nurse on Thursday.

I was present during that phone call and saw a 60 year old overweight man clutching his chest. He refused my strong nagging to be seen earlier "Shes told me I need a nurse, I'll go in on Thursday."

On Wednesday, he was travelling away from home and had a massive heart attack. He didnt have a mobile phone and he walked himself 20 minutes to the nearest A&E just because "he didn't feel right". Has lost 30% function of his heart.

4 years later I am still red with fury at him, and the receptionist. If he hadn't have answered the phone I would expect he would have had urgent medication and probable stent. This is a man who travels the world in his sport for his age category, so the heart attack severely impacted quality of life.

Totally agree. Have had to tell them some really personal stuff but don't mind as I know why. Our receptionist is very professional and discreet 😊

Whilst no system is perfect I can see a few problems when applied in many GP surgeries. If you are asking patients to describe often personal and possibly embarrassing problems you must make sure that they are able to do this in private. Many reception areas are small and patients can easily be overheard. Patients may not be able to describe their symptoms accurately, may be stoic, or may exaggerate in order to get a same day appointment so you may well not be seeing them in the appropriate order anyway. It would be interesting to know if there is more than anecdotal evidence of this kind of system producing better outcomes than the first come first serve that our surgery uses.

Some people are very private and I don't think their healthcare should be seen as not as important because they choose not to give personal information to someone other than a doctor.

@Teaandchocolatecake

What about confidentiality?

Receptionists are bound by the same confidentiality rules as everyone else

Then the system is discriminatory and failing

Put yourself in my shoes. You are on triage in the afternoon, and can call patients in to to see you if you need to.

Who are you going to call first? The people who you know will need an appointment, and have a problem that can be dealt with there and then, or the people that you have absolutely no idea what they need? I have to be as efficient as possible and cannot afford to waste appointment time.

What’s the alternative?

My mums neighbour was a gp receptionist.

Used to be very enlightening listening to her tell her dd private and confidential info about people we knew whilst they were in her garden...

If you think all gp receptionists respect privacy or have even basic gdpr knowlwge then you are wrong.

Thos policy also discriminates against those who for whatever reason struggle to communicate/talk to stranger's/need to reveal abuse...

But yeah....1 size solution for all patients...that always works well.

I do give info - but the absolute minimum I have to - and sometimes just state the general area of medicine (gynae etc)

I live in a small village. One of the receptionists is a friend. I’m not telling her my personal details.

If that’s your system then you should have an online/screen in the practise appointment request facility rather than people having to describe their symptoms to a receptionist, infront of others, they can type it in a notes box that goes directly to the doctors doing triage.

It would be interesting to know if there is more than anecdotal evidence of this kind of system producing better outcomes than the first come first serve that our surgery uses.

The triage system is the only way we can ensure that everyone who needs an appointment within 48 hours gets one.

If we didn’t operate a triage system, then virtually anyone who walked up to the receptionist desk or rang up to ask for an appointment would have to be given one. So our appointments would get fully booked, bar a few emergency appointments, weeks in advance.

Through our system, absolutely everyone gets to speak to a doctor within 24 hours, and those who need an appointment are given one within 48 hours to a week, depending on the problem. Our receptionists do not have the ability to book GP appointments; only GPs (and sometimes nurses) can do that.

Fauxgina-what a sad and horrible story. OP you are being VVU. Sometimes it takes every scrap of courage a person has to go and see their GP and the thought about having to explain something, anything, twice is just too much to bear, however brief. I agree that isn't rational, but it is how human beings function. If you don't understand human vulnerability and emotional needs you are not cut out to be a GP.

I cannot abide people having a sulk at being asked what their symptoms are by a receptionist. They're clearly not asking so thet can have a giggle at you, it is all in your best interest. Very well said OP!

This is the same surgery where some years ago I was sat with my child and the district nurse camd in, webt behind receorion and proceeded to discuss a patient.

In 3 minutes, I had a name, home address and what was wrong.

I went nuclear on the practice manager.

Apparently "lessons were learnt".

Yeah.
Right.

My old GP surgery used to run this and I hated it. My main reason... because I work full time and had to make doctors appointments during work hours. It involved me hiding in the work toilet to make an appointment. My current GP thankfully doesn’t use this system and seems to function as efficiently.

My old gp they asked you to write the problem on a piece of paper. Worked well. Current gp is complete nightmare, jobsworth obstructive receptionists who've reduced me to tears a couple of times even though I never cry about anything normally.

But I guess pet owners aren't embarrassed about their dog's health issue

As a vet receptionist, I can confirm they are, particularly paraphimosis

I witnessed the receptionist telling off a patient that had irregular moles...

"Have you seen a pharmacist"

"Did you cover them in the sun, you should have"

All in public when she was clearly already worried and distressed.

On first reading I agreed with you, OP. But then I remembered the two occasions when there's no way I could have opened up to a receptionist. I barely managed to tell the doctor each time. And then I cried.

Add to that that one of the receptionists is the mother of one of my daughter's friends and a known gossip, and the picture for the patient isn't as simple as your OP makes it sound.

*Put yourself in my shoes. You are on triage in the afternoon, and can call patients in to to see you if you need to.

Who are you going to call first? The people who you know will need an appointment, and have a problem that can be dealt with there and then, or the people that you have absolutely no idea what they need? I have to be as efficient as possible and cannot afford to waste appointment time.

What’s the alternative?*

I know what you're saying and understand but it's the system that means you have to rush people through like a ticketing system that is the underlying problem. Which is a whole other discussion.

My GP surgery used to work just fine before this triage system or whatever it's called was introduced. My GP never wants to see me anymore just wants a telephone appointment, it's not the same, I can't express myself as well over the phone. If they even remember to call back