Doctors receptionist told me I was rude

[amatsip]

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.

I find you have to steel yourself and just stand there repeating yourself until they give you what you want. Not terribly helpful if you're nervous though.

I had a friend suffering with major major anxiety and depression. She shook like a leaf trying to leave the house. Doc told her to book an appt in 2 weeks. Receptionist said no. Unsurprisingly she just gave up. Happily I was there and went and stood there, "she needs an appointment please" "there aren't any" "I hear what you're saying and I can see there mustn't be any available according to the system, but doctor X had requested she see her and specifically her in two weeks time, so I'm sure she'd like something made available" "oh we can't do that" "okay but we need an appointment for two weeks time, this is essential and the doctor specifically asked, so how can you ensure there's an appointment for us?" And repeated until eventually they ring the doctor and somehow an appointment magically opens up at the right time.

Very frustrating, and frankly wasn't within the capacity of my friend at that point in time.

“It's frustrating for you and for the receptionist, but vent that frustration at the Tories who are decimating the NHS.”

The current Conservative government has committed a huge amount of extra cash to the NHS as every previous Conservative government has done before it.

Just thought I would correct the prevailing superstitious belief system.

I know many people who vote Conservative and they are good, hardworking, taxpaying, responsible people, as is the party in general.

The villain in this piece is the stroppy NHS employee who bullied the OP.

The 'forget it' was rude.
I think the receptionist was probably doing her best with what management had told her she could and couldn't book. There should be a facility to book in patients who are asked to be seen in a certain timeframe by a clinician. It's much easier if this is done when coming out of the original appointment, and this should be made clear by the clinician to the patient though I appreciate it may not be relevant in your situation.
In the event that the receptionist wasn't just doing exactly what she'd been told, that needs to be addressed too.
I would write to the practice manager. If you don't want a receptionist to see the letter, mark it personal, not private and confidential.
I would raise your issue but I would also apologise for being rude. It's understandable but it's not reasonable.

All these people excusing the receptionists are being ridiculous.

The receptionist is the member of staff, not the OP. If the GP has requested something the receptionist is not able to action due to her permission levels on the computer system; it is down to her as the employee to take the patient’s details and Find A Bloody Solution, either then and there by Going To Speak To Someone Senior or by arranging to contact the OP later that day with a solution.

Ridiculous blaming of vulnerable people by those in power.

@Sorryisntgoodenough, I always do exactly what you suggested and take a blood form from my GP to the blood clinic at my local hospital. I pop in after work, take a number like being at the cheese counter in Sainsbury’s and the whole thing takes less than 15 minutes.
If it’s a possibility for anyone needing blood tests, I recommend it.

If forget it was rude what should the OP have said to a receptionist who can't be fucked to do their job?

"they booked this appt not myself."

Ok, thanks.

It's a ridiculous situation, isn't it?

Dr has actually asked to see Op & the receptionist doesn't seem able to book it?

I can understand that they don't want people booking too far ahead & forgetting/deciding not to go.

But something's not working there!

Really they should have said that they'd have to take it up with the Dr & get back to you as a pp said.

Can't be the first time that this has happened.

The receptionists at my GP practice are absolute cunts, once there was a lady speaking to one of them , and she couldnt quite hear them through the glass, and slightly raised her voice to say "I can't hear you can you speak up please?" Receptionist repeats at same quiet volume, patient asks again, if she could just speak up a bit?

Receptionist flounces off, whilst calling over her shoulder "IF YOU'RE GONNA SHOUT AT ME I'M NOT DEALING WITH YOU!!"

Like, what the fuck? Poor old dear looked totally baffled, and other receptionist had to step in.

Flouncy Receptionist still works there, hasn't managed to have the stick removed yet either.

Ultimately for many GP surgeries there just aren't enough appointments for the number of people who need one. There are many reasons for this, and unfortunately it is unlikely to get better anytime soon. Of course each individual wants to have appointments in a timely manner for safe effective care, meanwhile the surgery is trying to manage the needs of lots of different patients. They need to balance the needs of people like the op to book timely follow-up appointments against people with urgent issues that need seeing on the day, with too few appointments for everyone.

somehow an appointment magically opens up at the right time

they try to squeeze you in sooner

There are no magical appointments and there isn't room to squeeze people in.

A GP can sometimes authorise the Receptionist to unblock an appointment slot that was intended to be unblocked later - perhaps it was intended to be an on the day emergency slot. Sometimes this is necessary, but it will then lead to the difficulty of not having enough emergency appointments when the day rolls around.

Sometimes patients can be added as extras, but this is difficult as there are only so many patients a clinician can see safely, and it delays whatever they were timetabled to be doing. And in a time of severe GP recruitment crisis, you need to look after your staff to avoid more resigning.

I don't think what you said sounded rude op, although obviously the tone mattered, there are rude and not rude ways to say "forget it". You won't be off listed for being a bit rude once anyway, only if it is a repeated pattern or severe eg if you were threatening.

If GPs are aware that appointment slots are like rocking horse shit, why do they say (as mine does every time) "i need to see that again in 2 weeks" only for the receptionist to say "nah, mate, nothing available for 2 months"

I do the broken record thing, and it's the same every time. I stay there repeating, in different ways to break the monotony, that the Doctor wants to see it again in 2 weeks and that we need to find a way to make that happen. Last time finally the doc came out to sign something and was surprised at the obstruction (and that i was still there since he had been treating me for job-related stress and I wasn't yet at work).

Eventually he formed a patient group, i was invited to join, and we worked out a much better system. So now when he says "come back in 2 weeks" and (new) receptionists says "soz, i haven't got a slot for 6 weeks we'll call you this evening" and they do and we find a way. (not UK)

What i've found when i take my elderly mum to the surgery in the UK is that about 50% of the receptionists are lovely and helpful and try to be discreet about asking why you need to come in. 50% are ol' witches who get abuse (not from me and my mum) and are constantly surprised about it. I've spoken to the doctors about it every time I've encountered it - and every time they… do nothing.

It's infuriating.

There needs to be better communication between the GPS and the reception staff. GPs need to realise its not just as simple as the patient booking an appointment whenever and the receptionist needs to speak to the GP if there is a problem with seeing their patient at the time they want. It's no good leaving a patient playing piggy in the middle.

Blood tests can be done by nurse? Try booking an appointment with nurse not doctor, might get you seen quicker? YANBU receptionist sounds like a b**Ch and should have organised bloods there and then as doctor had asked for them

This happened to me- GP wanted to see me at a particular time interval but it wasn't possible to book.

I kept talking to the receptionist and she called the GP and the GP found a solution.

I don't think you'll get struck off for this! ( I used to work in GP practice and there was quite a procedure before that could happen).

Does your practice do telephone appointments? If so you could make one and ask the GP to sort a bloods appointment for you.

As PP have said, the GP should be able to override the system.

Yanbu! I've just had the exact thing, no appointments for 4 weeks yet I can't book that far ahead?! Effing ridiculous!

In our surgery and previous one (different towns) the GP says I need to see you next week then books an appointment in himself or you go to reception and say Doctor Smith says I need another appt next week and they put it in. If a doctor has said you need to be seen next week you do not wait 4 weeks. They keep appts back in the diary for this reason along with the emergency appointments. Your doctor should have explained to you the process in your particular surgery but also you should have told him you're anxious etc as well so he can accommodate you better.

That hardly counts as rude, more depressed and worried.
I would phone the GP and also explain what happened, but do not worry about this incident as you did nothing wrong.
It's the sort of thing that would worry me, so I do understand. Also I hope you get the help you need and are soon well x

I don't get why people are saying the OP was rude for saying forget it,
she was clearly someone who had lost all hope of receiving a sensible answer, and that was down to the stubborn receptionist.

That combination of factors would have pushed my buttons too, and I would probably have reacted in a very similar way.

People who push you to breaking point with their unhelpfulness and then accuse you of being rude when you snap (with or without additional farting) should not be in a job where they're dealing with potentially anxious patients, imo.

@amatsip Do you live in town H or town C? I am H and our practice is fairly good and appointment people as accommodating as poss.

What a ridiculous system, and as you say, what exactly are you meant to do??
Hope you're ok.

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.

That is standard practice.

GPs will not treat a heart attack as it is happening, that is emergency services, they don't have the kit or the training. Anyone with heart attack symptoms should get to A+E - where the staff will NOT be horrified at the GP having acted like this - it is what is supposed to happen!

Don't confuse GPs wth emergency services... you will only get frustrated, not treated.

OP Did you tell her specifically that the GP wanted to see you the following week? GPs keep back slots just for such appointments, they are not in the general pool. The receptionist would not have been able to use such a slot without the GPs having OKd it.

But she was rude to have shouted anything at you as you walked away!

Do contact the practice manager.

Does your practice do telephone appointments?

Our used to do this very successfully. If you had a problem but were not sure if it warranted an appointment, you could ask for a callback. GP would then ring later that day to discuss the problem and advise.

Now, new system, three practices combined for 'efficiency' reasons. I rang on a Wednesday, asking for a call back, "DR does his call backs on Tuesdays". WTF?

I'd honestly change your practice. I can never for the life of me understand why people stay with GP's where it's impossible to get an appointment!

There are surgeries in most areas where a same day appointment isn't necessarily an emergency one. Lots you can even book on the app now so no more engaged tone at 8am either.

The receptionists at my current surgery are great, but the ones at my previous one, not so much.
I would have found your situation very difficult to deal with, too, but I don't see what you did as especially rude, more venting frustration at the impasse caused by the receptionist when there were clearly better ways for her to resolve the issue.