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.

My Gp does not allow walk-ins so if your standing in the doctors looking an urgent appt and get asked the reason, it's your own fault because your supposed to use the telephone.

As has been asked by pp, how are you making reasonable adjustments for those with communication problems and who cannot use the telephone?

it's your own fault because your supposed to use the telephone

Oh wow. So if you don't own, or can't use a phone (perhaps because you are deaf) than that's your fault that you can't have an appointment?

I wish we had this in our surgery. I called up and asked for an appointment ASAP and told one was in two weeks time. I stated I needed one sooner that I was concerned about something and got an appointment for four days later. I eventually got to see the doctor 4 days later and told I needed urgent scans and that it would end up being next week now as the end of the week. I now have to wait for hospital appointments to be available and no doubt in the same wait system again.
You wonder why the NHS and private systems are so clearly two tier.

The level of entitlement on here is astounding

Quite.

Not from those complaining about a stupid system though.

Oh yes the confidentiality. When dd was in A&E safety netted by a consultant psychiatrist when camhs refused any support, the sister in charge screamed across the dept at me when I said we wd be leaving in10 mins if they didn't sort put discharge. They had had 8 hours and hadn't bothered calling me for 4 of them. She screamed at fishwife levels that I was causing a safeguarding issue and obstructing my dd's care ans she was going to call the police. Three burly security guards appeared. This was after a mh assessment two hours earlier when we were advised we cd go when the drs had signed the discharge. We were discharged 30 mins later.

When I first complained I was told it was a confidentiality issue and my dd's business not mine. Well I don't think it's entitled to complain about that when it's me being screamed at by an ignorant, ill trained ingrate. The CEO had the matter investigated and there was an apology of sorts for the poor communication. This was after the nhs had done sweet fanny adams to provide any support for my dd and did very little after that. Some of the staff in the system wouldn't have got shop work two generations ago let alone have been given positions of relative responsibility.

Former A&E nurse here. Well said Doctor.

yawn - wow!

Can I ask what bit is entitled?

The description of people having to tell receptionists about sexual assault, the death of their baby, PND????

No one is saying that GPS aren’t doing a hard job, I couldn’t do it! But what people are trying to say is that what we don’t like is talking to a receptionist about problems that are hard when we want to speak to a GP/nurse about them.

Trust me, most people do not feel entitled about the NHS - they feel scarred about losing it, about the deterioration of services because of under staffing and under funding.

As I asked twice above to you and the OP is the loss of choice of your right to privacy a sacrifice that as a nation we have to make for GP surgery services?

Sorry, why are you making this announcement on mumsnet and not writing some sort of email or letter to your patients?!

OP, of course you're right but some receptionists have a really aggressive way about them when they ask the question, like 'prove to me that you deserve an appointment!', and it can be really offputting if the problem in question is something that's delicate in —Especially when they then repeat it loudly so everyone on their end hears the details too.— Also receptionists at practices I have attended in the past have been known to actually refuse appointments because something isn't urgent enough in their (non-medically-trained) opinion. It's easy to get a bit leery about going into details of symptoms if you think the person at the other end is going to get all judgemental.

And the entitled attitude of Drs who go on about how hard their job is as if it’s the only public sector that is struggling drives me crackers!!!

And that they don’t get paid much.

Ha ha ha!

People asking for gp appointments when they actually need a nurse etc.

IMO this distinction isn't made clear enough to patients. Sometimes it isn't possible for someone who isn't medical to know who they need to see about a particular problem.

Not read the whole thread and if this is honestly the case then you need to ensure receptionists are not jumped up bitches who get way above their station when talking to sick people! I realise you make a valid point and I know you get some hypochondriacs out there but a lot of medical staff do also need to realise that if your average Joe bloggs is coming to you then it's with a problem at a time when we feel our weakest and most vulnerable and we don't want to be spoken to as though we are a hindrance by a receptionist with no medical training. I'm lucky to have found a decent doctors with lovely receptionists but I've certainly come across my fair share of real nasty ones in the past. The one at my mum's surgery had her in tears for being a real horror to mum and other patients, she really was a bitch!

Your are aware that we can see everything the GP writes straight after your consult and it's part of our job to look incase bloods or other tests are linked we need to book you in for. So the receptionist know everything anyway.

If I see my doctor, receptionists look at the doctors notes about me which are private in case further tests are required?

Im always asked by the GP to book further test appointments myself.

Why does the receptionist need to look at my notes?

Isn't that a breach of my privacy?

I think it is

OP, in an ideal world you would be right. My GP doesn't offer a triage system and to quote the receptionist when I asked for a phone consultation they "don't do that."
As a nurse for over 30 years, I think I have a fair understanding of when I need to see a doctor urgently and 3 weeks later doesn't help!

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

Wouldn't happen in our surgery as we have to see our own GP regardless of problem (which has also meant that for a while if they are not there, you don't get an appointment, only a phone call). And we don't get same day appointments at all anymore, you get a phone call and then the GP will decide if you need to be seen (highly unlikely I should think, you already need a letter from the Holy Ghost to get a home visit so it will go the same way for same day surgery appointments).

However, I don't have a problem giving the receptionist an outline of my illness IF they don't try to diagnose me over the phone, it is merely so they can decide what type of appointment I get - ie GP, phone call, nurse, minor injuries etc. I think in a lot of cases, as a pp has said, people feel like the receptionist is trying to judge whether you need to see anyone at all. I would also like to think that if they look at your record, and see you never go to the doctor, that they would consider that perhaps you actually need to, compared with the people who want a weekly appointment for a sore throat or a splinter. But it doesn't seem to work like that.

I think this type of service (my surgery does it too) is brilliant. Never had an issue, always get help same day if required.

Unfortunately I got the renowned aggressive receptionist when I called - she forgot to ask what the actual problem was whilst at the same time claiming "there's no slots available today". THEN remembered to actually ask what was wrong - my 4 year old had a black mark that had spread in under 5 hours, couple with fever, sweats, and vomiting. "Suddenly' and miraculously in 4 seconds a "space has become available". No. You forgot to actually ask what was wrong, and lorded it over a patient with your "Power". This particular receptionist is hated and has many, many bad reviews on the surgery. Unfortunately, this is not unique in the UK.

When giving info to a receptionist surely you aren't expected to give a full account of the problem. Eg child has itchy rash all over; blotchy purple rash on legs. The GP would assess which sounded in more need of attention. Even intimate matters can be described with very basic details. Intestinal problem- diarrhoea, urinal problem- pain on urinating. Cut out all the descriptive words stick to the area of the body you have the problem with.

@welliesarefuntowear that would be all well and good if those were the only red flags.

Unfortunately the receptionist at our surgery made him wait two weeks for a appointment when he has leukaemia. Quite obvious red flag if you knew what to look for.

My gp surgery used to operate a call in the morning system. Like others experiences it was a nightmare getting appointments.

Then they switched to a triage service. It’s fantastic. Get in touch with surgery and put on list. Have a brief chat with gp and either go in for appointment or pick up prescription/blood test forms etc.

If I know I’m not going to be available until after x time, I mention during initial contact

Also saves time. Old way I would still be waiting to be seen 20 minutes after my appointment time. The phone chat with gp takes minutes and I get seen on time. It also saves gp time, a quick phone chat instead of a 10-20 minute appointment. Plus they don’t have to see a lot of patients who simply want blood tests.

It’s total rubbish. I have Addison’s disease. I remember ringing up my gp as I was going into adrenal crisis (google that one!). The receptionist said. Oh right. Not heard of that. I’m sure he will give you a ring at the end of the day. My gp then refused me an injection. So I had to get an ambulance to A and E where I spent 6 hours being triaged. Having a very rare illness is the very worst. Especially when it involves you living or dying

Person walks into dr surgery and asks to see doctor.
Receptionist says what for.
Person says I'd rather not say.
Receptionist says sorry you have to.
Person says OK and leaves.
The end.

Is that right?

Loads of reasons someone wouldn't want to say in front of all the people in reception.

I suppose this does result in triaging out, not on need though.

Intestinal problem- diarrhoea, urinal problem- pain on urinating.

Or, intestinal problem - GI bleed, constipation, intusseption, obstruction....

Urinary problem - retention, haematuria ...

Patients don't always know the correct terms to use, what are obvious red flags in order to emphasise those if present and it's pointless for a patient to give a vague "intestinal problem" answer in the hope that a Dr can triage correctly. It could have many causes from minor to life threatening.

👍🏻👍🏻👍🏻 Totally agree.

My problem is if I am asked to share something embarrassing or private to the receptionist within full hearing of the entire waiting room and queue.

Years ago I had a stillborn baby boy. He died during labour. I was advised by my Midwife to make an appointment for a postnatal checkup with a GP for 6 - 8 weeks after. I went to the surgery and asked for a postnatal appointment and the receptionist told me they combine postnatal appointments with baby check appointments. I said I only needed the postnatal appointment. The receptionist then asked why and asked where my baby was. In front of the entire waiting room and a large queue of people with tears rolling down my face I had to say he died. I should never have been put in such a difficult situation.