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.

It always confuses me when the patient has 'private' written as the reason for the appointment, and then it's for something completely innocuous like a medication review. So I think some people do just say 'private' because they dislike telling the Receptionist rather than for the odd really private thing.

Its not about having a sulk.

Its about not wanting your gynaw issues discussed at next weeks flower club.

My surgery now has a temp. He is 17. I had to explain my mothers vaginal bladder prolapse ring had fallen out. And of course the 5 people behind me on the queue heard too....

Not great.

The nhs is "free" so our self respect, mental health and right to privacy are seen as quaint inconveniences.

I really don’t have a problem saying why I need an appointment, even if it is private as I realise receptionists couldn’t care less why I need to be seen.
I do understand people not wanting to say if they’re in an open plan office or sitting on the 68 bus to work.

1. Last week in the waiting line the receptionist was talking on the phone making an appointment, she repeated the ladies name and dob and address so I knew exactly who she was (another mum from the school) she then said "so how many weeks pregnant do you think you are?" And "is it heavy bleeding" now this woman certainly wouldn't have wanted me to hear any of that. I then had to say in front of the whole surgery what was wrong with me, we have thick glass panels between us and the staff so have to speak loudly, this isn't ok.
2. I wasn't at a usual gym class, I'd damaged my shoulder, receptionist goes to same gym class, after class the instructor messaged me to ask how much shoulder was, receptionist had told her. Literally have no idea how she knew as I didn't speak to her to book the appointment.

I have a right to speak to someone who has completed medical training, is registered and who I can trust to take my confidentiality seriously. This system is a disgrace and any gp running their service like this should be ashamed. I shouldn't have to tell someone apart from my doctor my medical issues. If you want to run a system like this then make it where you write the issue on to an online portal and only the gp gets to see it.

I have no issue with telling the receptionist but I do have a problem with them making any comments about it ie "you won't need an urgent one for that" when I have told them it does need to be urgent and that the doctor will know why.

If you think all clinical professionals are discreet, you're wrong there too. I've known nurses and doctors talk about their patients to me.

Clearly it's wrong but not isolated to receptionists.

And of course you don't have to go into the ins and outs of it, just give an indication.

Hmmm - and when you happen to know the receptionist is also the bitchy, gossipy school gate mum? What are you supposed to do then?

I went in, told my symptoms and was told I didn't need an appointment because the nurse could deal with it over the phone. Got a call from the nurse, gave her the exact same information and she me told I needed to come in as she needed to examine me.

On another occasion I was chastised by a nurse for not telling the receptionist I was coming for a smear test because she would have set up before I came in. Clearly I had told the receptionist because I wouldn't have gotten an appointment otherwise but she hadn't passed it on.

Assuming that every single surgery that has the same system as yours works just because yours does is a ridiculous assumption.

I agree and disagree with this.

I have no issue with outlining my problem most of the time, however once I really didn’t want to- stuck at work, no privacy, meeting room with very little sound proofing only option to make the call in. Really didn’t want to say “I think I have depression and really need some help”

Also- the telephone triage systems are a real pain from a patient’s point of view, and I think it creates a ‘barrier’ in the sense that you feel you have to justify yourself TWICE (receptionist and telephone GP) before you even get though the door.

Well our appointments aren't allocated by a doctor or triaged at all. You all call at 8am, or all the (mostly elderly) people can go in person for some reason at 7.30am and ask for one. The receptionist makes the decision as to whether you need one that day or not, and if you push they just tell you to go to A&E. As a nurse I'm more qualified than them to triage my own children but they certainly don't like being told vital signs or anything like that as they haven't got a clue what they mean.

My GP practice doesn’t have a triage service. You phone in at 8am and ask for an appointment it is first come first served and when the appointments are gone (8:02) they are gone. No need to tell anyone anything but also a high chance of not getting an appointment.

And don't even get me started about the receptionist having no regard for patient confidentiality when loudly repeating your symptoms for those in the waiting room to hear.

It’s shocking and unprofessional that, by your own admission, you de prioritize patients who don’t want to discuss their private medical issues with a receptionist and those whose ailments don’t interest you! WTF! Are you for real? What about people with mental health issues, embarrassing conditions, sexually transmitted diseases, just to mention 3 off the top of my head? Or autistic people or people with social disorders who find it a challenge to communicate? Shame on you.

Yeah I think it’s weird though because here in Ireland the receptionist NEVER asks. You just say “can I have an appointment?”and they say “yes, would 11.20 be suitable” etc etc

Surely open plan or not. If it was personal or just didn't want people listening. You could just say ' can I speak somewhere more private'

our gp surgery atm doesn't run like this and we're lucky enough to get an on the day apt for emergencies and 9/10 see own gp.

Hmmm - and when you happen to know the receptionist is also the bitchy, gossipy school gate mum? What are you supposed to do then?

If you have overheard her discussing patients, or have any indication that she may have done this, then report her to the practice manager immediately.

I unfortunately go to the GP quite a lot. The reception staff are actually pretty good and friendly. I just tell them what is going on now after a few years of health and issues I've stopped feeling embarrassed. I mean if I can have a GP look at my bum I can tell the receptionist I have a sore bum or need to see somone re mental health.

However I think what people object to is that receptionists can feel like gate keepers that are unqualified. They aren't medical professionals so shouldn't really decide if you need an appointment. However the NHS is under pressure so we do have to do our best with what we've got. So directing people to a pharmacy or nurse where appropriate is a good thing. I also think people don't really understand it's you a GP triaging not the receptionist. Also some receptionist are in the wrong job and are really rude.

An online booking system or e-mail would be better, would imagine a fair proportion of appointments are for things people might prefer not to be overheard by work / half the surgery / their kids like contraception, mental health / suicidal, abortion, utis, piles, gynae issues, domestic violence, eating disorders, alcohol addiction, child abuse etc. Some of these people will be amongst the most vulnerable patients.

*Booboostwo

What you said.

Tbh this is the symptom not a cause. GPs are understaffed so they have to use this stupid system.
I don't like telling the receptionist anything. Why should I? They are a receptionist.
It should be on a first come first serve basis. Anything else that is an emergency you go to the hospital.
My old gp has a sit and wait scheme where you are guaranteed to be seen on the day..you just come in and wait in the waiting room, no talking to any receptionist except to say your name and DOB for the Dr to know who's waiting. It works very well! Unfortunately had to switch to a different practice when I moved and their system is this stupid phone call system. So annoying.

When you go to A&E and you get triaged you see a qualified medical professional, why should the gp surgery be any different? Surely this practice is going to bite you in the bum one day when you ignore a patient & they die.

And yy to online booking system.

I like my Drs surgery , it has a much better way of doing things
Turn up
Give name to receptionist
Say which Dr you would like to see ( there are usually 2 on duty )
Sit and wait til your name is called

Great in theory.

I called when pregnant with a “weird pulling feeling” was told I was booked in for an abortion so it didn’t matter. Hand on heart not a word of a lie.

How do people in a mental health crisis cope?

Whilst I kind of agree some receptionists don't follow confidentiality guidelines!
I had a shock to discover I was pregnant and quite far along,after an initial appointment with the gp to determine how far along I could be I still hadn't decided if I was going to go ahead with the pregnancy.
However on the way out the receptionist shouted miss @@@@@ you are going to need this pregnancy pack!!!
My next door neighbour and coincidentally my aunt were also sat in the waiting room waiting for there own gp appointments 😩.
Can you imagine if I had wanted a termination it would have been very awkward.