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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Doctors receptionist told me I was rude

106 replies

amatsip · 15/07/2019 18:35

I had a 4 week wait for my appt today and had bloods took 4 weeks ago, 2 came back abnormal and the doctor asked me to repeat them and book to see her next week so she can do an action plan.

I went to reception and asked for an appt for next week, told none available, week after then, none available, receptionist said none for 4 weeks.

Okay can I have an appt for 4 weeks time I asked, I then got told that I can't book that far ahead.

I asked her what do I do? the doctor has requested a follow up and I can't book one?

I never raised my voice.

The receptionist said same day appts are emergencies so they are not available either.

I then said forget it and went to walk off and she shouted I was rude.

I burst into tears as I left as it had took so much courage to go the doctors as I found this really an embarrassing situation to discuss.

I understand the reception staff get abuse but I was not rude.

It was just me and 2 reception staff so now I am in tears thinking I will be struck off as the posters suggest for being rude.

It really will be her word against mine.

I have never felt so rough I really needed to get referred and now I can't even get an appt.

Any ideas, please be gentle I am feeling very upset.

OP posts:

soapona · 15/07/2019 19:16

Drs Receptionists are the pits. At my surgery A young man walked in and said " I think I'm having a heart attack". They said "There's a bus stop outside go to the hospital or if you're sure we can call an ambulance". He got the bus and was in surgery within the hour and the hospital staff were horrified.

bobsyourauntie · 15/07/2019 19:17

I agree, speak to the doctor direct and explain that you can’t get an appointment and what should you do? If you can get to speak to the doctor then ask to speak to the practice manager.

My doctor usually gives me a note for reception to override the system, she said the receptionists wouldn’t do it otherwise

britnay · 15/07/2019 19:17

" I work in a GP surgery and you can be as rude as you like to receptionists and you won’t be struck off as long as you are polite to the clinical staff."

Bollocks, that's not the case at our local GP surgery. They will not tolerate abuse to ANY of their staff, and rightly so.

newmomof1 · 15/07/2019 19:18

They won't remove you as a patient for that, don't worry.

I never understand why receptionists at the doctors are always so rude!

Phone up and say the doctor requested you have an appointment next week. If they say there are none available ask if the doctor can give you a call, ask them to book it in.

Divebar · 15/07/2019 19:18

You needed to leave the problem with them to resolve - “ ok well the Dr has asked me to book in this time frame. Since you’re saying that it’s not possible can you please refer the matter back to him/her to sort out. Perhaps someone could then contact me and tell me what the arrangement is to be” This is absolutely their job to resolve.

HildegardCrowe · 15/07/2019 19:20

I work in a GP practice. Please don't worry, there's no way you'll get "struck off" for this. I agree it's very frustrating, you're stuck between a rock and a hard place. Contact the surgery tomorrow and ask the receptionist to explain the situation to your GP. The ball is then in their court.

PintOfBovril · 15/07/2019 19:22

I had a similar impasse when I needed day 21 bloods taking for fertility investigations and they just kept saying there was a three week wait whenever I called and couldn't book a specific day. So I'd literally never ever get a day 21 blood test..i did what another PP suggested above and wrote a polite note to the practice manager to explain the situation and they phoned me to arrange an appt. Sorry you had such a frustrating experience.

Dippypippy1980 · 15/07/2019 19:23

I was with the same doctors surgery since childhood and, until I moved to a new surgery about five years ago, I thought all doctors receptionists were rude, dismissive and patronising,

How wrong was I, on changing surgery I discovered every single one on my new surgery is a compassionate, professional angel😇. I had a serious medical issue and the receptionist dealt with me sobbing down the phone and unable to speak. They were marvellous.

Move surgeries.

bellabasset · 15/07/2019 19:23

Does your surgery have an online appointments system? If not they will undoubtedly have an email address for the Practice Manager. Email them requesting the follow up appointment the dr asked you to make.

I am assuming that this would have been added to your notes. I must admit that due to closing of smaller surgeries to be replaced by one not accessible by public transport my surgery despite its increased capacity is now difficult to get appointments. However if I were to go to the reception and leave details I would get a response and an appointment if necessary

FutureMrsD · 15/07/2019 19:23

@amatsip sounds like my surgery in West Sussex... where in the county if you don’t mind me asking? Maybe it’s the same one!

MadisonMontgomery · 15/07/2019 19:26

Britnay, do you work in a GP surgery? I do, and believe me that is how it is. We have all the posters up but it means nothing.

And to everyone moaning about the lack of appointments at your surgery - tell your practice manager! Do you think the receptionist has any control over the appointment system? Because we don’t, and believe me we don’t enjoy being hated for not being able to offer you the appointment that you want. But if you do complain, please do say it’s the system you don’t like - usually people just say that it’s the mean receptionist being unhelpful, so we get a bollocking and nothing changes.

Badcat666 · 15/07/2019 19:26

@amatsip I feel your pain

My last appointment I did what you did, had to come back every 2 weeks for mental health check up but no appointments for a month, I had a full on cry outside the surgery as I didn't know what to do. I had to phone every day to try and get one and got a cancellation 3 weeks later. Doctor phoned to check why I hadn't come in after 2 weeks and told her why.

I also have this every time I try and phone for a longer term appointment as trying to get an "on the day" appointment is a joke.

I can't change surgeries as the others are even further away. mine is a 20-30 minute walk away (I don't drive) and it's not like I live in a rural location, I'm in zone 6 in a very populated area ffs.

gingerbreadsprinkle · 15/07/2019 19:29

I would look in to changing GP surgery if possible

You were not wrong at all.

londonrach · 15/07/2019 19:31

Ive been there. You cant book appts with doctors in our area. They phone you back sometimes to talk to you. The whole thing doesnt work. Everyone just goes to a &e now. Op i understand. YOu not rude...just fed up of the system that doesnt work.

Original poster

amatsip · 15/07/2019 19:33

@FutureMrsD A town by Gatwick.

I might try a new surgery if I get no joy from the clinic manager, thank you for suggestions it has really helped me see a way forward.

OP posts:

juls1888 · 15/07/2019 19:36

I had a GP appointment today and she wanted me to have bloods taken. She looked up the computer herself and gave me an appointment for bloods to be taken tomorrow before I even knew what she was going to be suggesting.

That to me felt like really good patient care, and also meant that she was in control of priority and also aware of when results were likely to be back etc. rather than me having to debate with a receptionist in the waiting room, and possibly have a situation such as yours arise.

Perhaps include this as a suggestion in your letter to the practice manager, so you are suggesting solutions rather than just coming up with complaints?

I can imagine how you are feeling, if I had been in your position today, I would have 98% barked back, 100% swore and 99% cried.

Sorryisntgoodenough · 15/07/2019 19:37

The receptionists can override the appointments that they "cant" book that far ahead,I know because I used to be one

There has been a blip on the Emis system since around Christmas time and this can no longer be done. Embargoed slots now stay that way until their designated release time.

Op do write to the dr saying you have been unable to book just hand deliver the dr a note or shove it in the letter box when they are closed if you don’t feel able to go into reception again. Dr may be happy to phone you and have a telephone consultation, that gets around the unable to book issue. Re the second blood test, our local hospital also offer a walk in phlebotomy service if you have the blood form. Is that an option?
You won’t be struck off. That is reserved for patients that hurl a barrage of abuse, grab staff, spit or threaten physical harm to staff.

swingofthings · 15/07/2019 19:38

OP, when this situation arises, just kindly say 'how understand how much pressure you are on, can you suggest to me whats the best course of action in light of the GP having advised me to make an appointment t with them next week'.

The same happened to me and tshts what I said, with a big smile and sympathetic tone of voice. Next thing I knew, she asked me if I was available two days later at lunch time. She said that she would book an appointment during the time the GP was supposed to be doing referral letter but that he should be able to spare 5 minutes. That's all I needed.

Go back tomorrow, apologise if she felt you were rude as it wasn't your intention to be, just say you felt a frustrated and ask her what she suggests you do in your situation.

DecomposingComposers · 15/07/2019 19:39

I get that it's not the receptionist's fault that there aren't any appointments but her "computer says no" attitude definitely is. Surely the correct response is to take ops details and promise to speak to the Dr and then contact op with a solution? Not just keep saying " no, nope, no can do"

PookieDo · 15/07/2019 19:42

I am in this line of work and if I got your letter I would really try to help you sort this out. I often get letters about very minor things and then occasionally something important like this, no matter what it is I will try my best to get a good solution

Saying this, receptionists are really not allowed to over ride the slot embargo. So she should have taken your details and spoken to the GP to get permission to do so.

I hope you are feeling better soon and get an appointment

PookieDo · 15/07/2019 19:43

They can override them yes but they are not supposed to. If they do this it cuts down on on the day available slots and when you phone on the day there is nothing left. If receptionists keep using the appointments they will be questioned on it

Rachelover40 · 15/07/2019 19:45

You were not rude. The receptionist was out of order. Perhaps try again when another receptionist is on duty? If the doctor wanted to see you a week or so after tests, you should be seen.

Justaboy · 15/07/2019 20:01

I'm with an excelent practice but this "can't book that far ahead" nonsense was pevaling there, they now have ways of getting around it and its no longer a prpoblem . You can do it all online on their system:

And the receptionist's hardely ever seem them which is a shame, one has a delightfull Scottish accent that I could listen to all day:)

She could read all the scripts of Dr Findlays Casebook and I'd listen to every one!

Anyone here remember that?

LondonJax · 15/07/2019 20:04

Ours aren't rude but the inefficiency of these types of appointment drives me round the bend.

My GP told me to book an appointment for two weeks time to have a check on a shoulder problem. So I asked the receptionist if I could have an appointment, with any doctor, any time around two weeks. Nope, nothing for five weeks. I could ring in on the day that was the end of the second week to see if I could get an emergency appointment. Which I couldn't. Finally got an emergency appointment a week later and a different doctor arranged an x-ray for me and asked why I hadn't come in at the two week mark. So I told her.

And our GPs surgery has been the same well before the tories got back in. All this started when they promoted a nurse to be practice manager. She was great as a nurse - pants as a practice manager. But the previous one was retiring and she applied so she got the job - unfortunately.

cavalier · 15/07/2019 20:12

She might be having a bad time or something
Would be worth complaining ... we have a notice about complaints at our surgery

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