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.

There is also the issue of the other people.

A woman might feel comfy, or is fesperate for an appt, and so will tell Recep she has been raped and is bleeding from her anus (as happened to a woman on here) how will this impact the other people in recep? Children who hear will ask what it means. Other rape victims could be really upset. General people could be really upset.

What about a person with mhps crying and trying to explain how they are feeling, what impact does this have on people around?

I'm just not sure about this at all.

I also do think it might impact on women more.

To be honest, there should be no urgent patients going to a GP, unless it's for an infection where they need a prescription or something. Otherwise you wait until you're almost dead, GP sends you to A&E!

Our receptionists ask what is wrong purely so they can decide whenever you need an appointment that day. If you say I have a lump in my breast they book you in as an emergency. If your child is having an asthma attack and needs a nebuliser or steroids it is a minor problem and they probably won’t give you an appointment. I always ask for a nurse. Our nurses are SO much better than the part time GPs. You’re not even asked what’s wrong if you want to see a nurse

Oh yes that 89-100k salary....

And the rest!

I do think many of them forget that they ARE THERE TO SERVE THE FUCKING PUBLIC

Is there any chance that the receptionists can do their job without having a face like a smacked arse?

As someone who suffered with anxiety,self harming and suicidal thoughts this triage system never prioritised these kinds of problems suicidal or not😪

Shortly after we moved from an old warren of a building into a big open plan office a french colleague phoned her practice to make an apt for a smear test. The receptionist was obviously struggling with the french accent and by the time the poor girl got her appointment the entire office of 50 people was laughing- no wonder some people don’t want to go into too much detail on the phone!

' If your child is having an asthma attack and needs a nebuliser or steroids it is a minor problem'

My dd was sent to a & e by the gp, when we went when she was having trouble breathing, hosp put her on a nebuliser.

Asthma can be really serious. (not that dD had asthma it was first time).

I'm confused by this post.

Forgot to post whole thing!

' If your child is having an asthma attack and needs a nebuliser or steroids it is a minor problem and they probably won’t give you an appointment'

I'm really taken aback by this. Asthma can kill you!

If your child is having an asthma attack and needs a nebuliser or steroids it is a minor problem

An asthma attack is never a minor problem.

Asthma kills, and attitudes like this are partly why as people just don’t take it seriously enough.

A diabetic in a coma wouldn’t be seen as minor, neither should an asthmatic struggling to breathe.

And that’s exactly why untrained receptionists shouldn’t be involved in triage

I dont think we should have to tell the receptionist our issue. Similar to others my reception is in a very small building so you can actually hear receptionist on the phone. And at a precious doctor surgery the reception was actually in the waiting room. I dont want everyone knowing my business!? I think we have a right to keep it confidential between ourselves and the doctor and also I dont think it right that list because we havent disclosed we arent seen as important as others that do disclose so made to wait longer.

Previous*

The NHS was such a wonderful idea . In the main it works brilliantly & we should thank our lucky stars we still have it . But unfortunately it is now so under funded , the services it provides are all impacted on some way or another . The GP surgery is the "gatekeeper" to all of it . So sadly that means how ever they choose to allow us through the "gate" , is something we just have to do , to access the rest . Saying that I too hate having to discuss my personal issues with a receptionist in front of a waiting room of people . Maybe the next time any of us stomp up at the GP's , we should just think how much it would be costing us if we had no NHS .

At my surgery, receptionists ask what the problem is. It was introduced by the GPs and saves an enormous amount of time.
No one is obliged to give a reason. Receptionists can type 'personal' but having a brief outline gives the GPs an awareness of what to expect from the consultation and they can prepare.
It helps manage who gets appointments with whom...for example, only 4 of 8 GPs at our surgery can do cryotherapy, so if you book with one who can't, it's a waste for us and you.
Quite a lot of the time people phone for a GP appointment when they just want a repeat prescription. The receptionists can sort that easily and quickly.
People ring to book a GP appointment for life threatening conditions for which they need to call 999. This can be caught.
Those are three examples out of hundreds.
Receptionists are valued members of the practice team. They aren't just booking appointments.
And, I'm sorry to say, but if you think receptionists don't have access to your medical record you are much mistaken.
Receptionists process every prescription that is ordered. They summarise patient notes. They process documents coming into the surgery.
It's insulting to suggest they would be any less careful with the data they are exposed to than clinicians. Any data breach is dealt with using stringent procedures.
And no receptionist is fussed about finding out what's wrong with patients. They get enough of that all day, every day.
These people earn just slightly above minimum wage to do a job which is much more difficult and nuanced than it might first appear.

OP you have a tough job and I can understand your frustration but you sound angry, blame-y and lacking empathy for your patients. Instead of being high handed and dismissive shouldn’t you try to communicate with the patients who are wary of airing symptoms in open forum? If you explain in the ‘I know best’ tone you take in your post then I’m not surprised people are antagonised by the system. Older people in particular want privacy. Personally I don’t particularly care as having gone through the indignities of my husband’s cancer very little medical embarrasses me and I’m certainly not ashamed of anything but I wonder do other patients really want to hear some revolting stuff - cos they would have heard some pretty gross things from us if that had been the system at our surgery. And are receptionists covered by same duty of confidentiality as doctors??? I have come across some really leery ones in the past. One for instance very officiously asked my ex boyfriend what was wrong with him in a horrible tone so he truthfully replied at huge volume ‘I’ve got worms in my bum.’ I laughed my head off at her face.
If the receptionist is a nice discreet person who cares about patients and there’s a private area if needed then it would be ok I suppose, but I have to say I don’t think you are seeing it from a patient’s point of view. To you, as docs and receptionists, it may be all in a day’s work so you underestimate the trauma and embarrassment for the patient. Having had extensive exposure to the NHS during DH’s cancer treatment some NHS staff are competent and sensitive but others have little empathy. There is also a very common attitude that basically adds up to trying to run things for staff convenience rather than putting patients first.

"SO HOW LONG HAVE YOU HAD THRUSH?", said at full volume with a queue of men behind me. As a 19 year old who had been abused, was autistic, and whose dad had just died that week - put me off talking to receptionists for life. It's not something I can consciously help.

Another loudly once asked the woman in front of me "IF YOU WONT SAY WHAT'S WRONG I CANT HELP" Woman replied, I've got a lump.." and started silent crying. Receptionist look suitably and rightly ashamed and finally asked her the next few questions whisper-quiet.

I don't mind telling the receptionist whats wrong with me and always do but the last time asked and I replied it's a mental health problem she sighed and tutted!!!
I didn't think I was going to be judged. I was properly pissed off.

Communication issues are key as now it would seem that the patient saying the 'right' things is the first point of so-called triage.

I have a history of bartholins cysts. The first time there was no system and I had a wonderful GP who could diagnose despite the fact I was clueless and just knew my symptoms. She called the hospital and I was admitted immediately for marsupilisation.

The second time I had moved and had to go to a walk-in and tried to express my previous experience - the doctor was suspicious of my use of the term 'labia' and asked whether i was a doctor - what language did they want - front bottom?

The third time, to get past the triage system I did not just have to list my symptoms but diagnose myself - then my self diagnosis was then treated with suspicion and I had to explain to the receptionist why I knew what a bartholins cyst was and why I knew I had one.

The issue is the supposed need for patients to describe the 'complaint' in just the right way for the need of dispensing appointments for the convenience of health care professionals rather than the objective of providing health care regardless on the basis of need. Those most in need cannot communicate their need - infants, learning disabled, dementia etc.

Tgiana I think how much it is actually costing me. Tens and tens of thousands according to my tax statement. And there is no tax relief on private health premiums.

Difference between my VET and GP. Vet staff are pleasant and vet is very helpful. Cat insurance is £59.95pcm. No Tax. My BUPA is £129pcm (subsidised). Tax paid on top. When my dd was ill, NHS refused to cover and pretty much said "can't be bovvered". BUPA paid out about £2500, I paid the £3,500 balance they didn't cover - diagnosis for neuro developmental disability when camhs refused their services and also additional therapy.

It is not vfm for this family.

It's insulting to suggest they would be any less careful with the data they are exposed to than clinicians. Any data breach is dealt with using stringent procedures

So everyone on the thread who has shared experiences that show this isn’t always accurate is lying are they?

What do you do if you call and speak to the receptionist tell her the problem, get told the doctor will call you back, still waiting 3 wks later.

Only ever response I get from vile, rude bitchy receptionists is- go to the hospital or a+e regardless of problem. I could get an appointment would be a miracle and I’m an ex nurse myself! When I said I needed the pill she shouted ‘don’t have sex then’ room full of people

You know, I'm sure it happens. It happens with clinicians, too. I have come across some bad apple doctors and nurses who loved nothing more than to have a good judgemental bitch about patients.
But the overwhelming majority of staff take their responsibilities very seriously...and I don't know what the alternative would be? It doesn't work like a standard business because there will never be enough of the product to meet demand, and this is getting worse. GPs have to find ways of managing the number of patient contacts with the surgery. They won't be perfect, but they're pretty damn good considering.
Any data breach can and should always be reported.