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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To genuinely not believe how rude receptionist was?

40 replies

Neverendingtodolist · 27/09/2019 18:40

Rang drs and lovely receptionist said would I like a callback, I said I couldn’t due to what work (no access to phone during) and she said no problem we do afternoon ones for extreme cases like yours and to just ring when I finish work. I made sure to check that this was definitely ok.

Phone after work

Hi, I spoke to x this morning and she said it would be ok to request a dr callback for today
We do NOT offer afternoon callbacks
But when I spoke to X I made sure to ask if it was ok and she said in extreme cases like mine then you could
Well she should never have said that
Ok ...,,
Is it even important? Can you not wait until tomorrow

Today I’ve felt like on the verge of a breakdown and ... just being spoken to like shit has made me feel a million times worse.

OP posts:

Givemecoffeeplease · 27/09/2019 19:00

I’m so sorry. She was unnecessarily unpleasant. Hope you get through tomorrow.

DemelzaandRoss · 27/09/2019 19:03

Encountered this recently myself. Go to GP website. Find the details of the Practice Manager. Email him/her with succinct account of what happened.
Hopefully you will be contacted with an appointment & apology. I suffer with Anxiety too & totally understand how you feel. 🌺🌺

Gustavo1 · 27/09/2019 19:05

I’m sorry someone was so shitty with you at a time when you need support. I hope it doesn’t stop you getting help

anothernamejeeves · 27/09/2019 19:05

Tomorrow ? I wish my gp was open on the weekend

katalavenete · 27/09/2019 19:10

There is a very strong "us vs the lazy/ungrateful patients" culture in some GP surgeries, whereby all patients other than the fawningly grateful/obviously dying are a waste of precious NHS resources. Unfortunately you just experienced that in action.

I can see how the conversation you had I the morning was a recipe for disaster, but the reaction you got was unacceptable. Next time make sure they've actually booked an afternoon slot of some description into their system. I have learnt the hard way not to take the word of people who say call back later without taking concrete action themselves.

If you had behaved like that they might have started pointing at their "zero tolerance" to abuse signs. Apparently patients are supposed to tolerate abuse from staff.

Passthecherrycoke · 27/09/2019 19:15

God I hate this. I’ve started calling them out, so asking them who they think they’re talking to. Telling them I hadn’t finished speaking when they shout over me they need my DOB. Asking them what they suggest I should do to get a smear after 4 months of phoning for appointments unsuccessfully.

It usually stops them in their tracks- surprisingly they are human after all!

YesQueen · 27/09/2019 19:16

I've had similar recently. Letter saying I need to make an appointment after my recent consultant appointment. Everything was fine and I go every 12 weeks so I asked why
Can't tell you, I'm not medical
Right ok. Can I make a phone appointment
No. Has to be in person
Ok, do you do anything after 5pm or weekends?
Only at the other surgery
Ok, can I go there?
No. Has to be here
Right well I can't make an appointment then
The letter says you have to
Well if it's urgent, they'll ring me
Oh no it's routine

So I have no idea why the GP has written to me and they won't tell me unless I make a physical appointment which I can't do because I work 8-5 m-f

100PercentThatBitch · 27/09/2019 19:18

The rudeness at my GPs surgery is on occasion staggering

Dieu · 27/09/2019 19:30

Och, sorry OP. That's shit. Hope the support on here has made you feel a wee bit better.

lostlondoner · 27/09/2019 19:33

Same here. Soppy OP it's very difficult when you're feeling vulnerable. Our GP surgery is awful that way.
I just try and think they are trying to cope under huge pressure. Far too large caseloads, no cash, crap systems. So the patients bear the brunt of the frustration from the GP staff.
Honesty no need for aggressive receptionist though. Makes everybody feel horrible.
Agree that you email once you're feeling calm to complain. X

endofthelinefinally · 27/09/2019 19:34

In that kind of situation I usually write a letter to the gp, summarising the situation.
I usually get a reply.

OneAutumnMorning · 27/09/2019 19:37

I had this when I rang to book my 3 year old in for his Flu vaccine because the bloody NHS leaflet I got told me to!

"Er - what?....er puts me on hold....... we only give them to pensioners. What's actually wrong with him, why does he need one?" I was fuming. I later got a call back from a lovely receptionist who explained they were getting the childrens vaccines later in October and I'd get a letter with an appointment for him.

Hope you get the nice one next time you ring!

BlueCornsihPixie · 27/09/2019 19:40

queen your situation is different though, you knew you needed to make a GP appointment you were just hoping they would accommodate you, it's the GP who wants you to make a routine appointment to see them not the receptionist being difficult

I agree OP it's that 'lazy patient' mentality that you sometimes get in healthcare, trying to fight that in some places is impossible.

YesQueen · 27/09/2019 19:46

@BlueCornsihPixie I get that but they won't tell me why! And I can't make an appointment so I'm a bit stuck. I've asked if the GP can write to me with what it is but they've said no to that too
I can get in but not until January
It's just concerning me what the appointment is for - is it my meds, my consultant, a referral... it could all be delayed

aibutohavethisusername · 27/09/2019 19:54

So sorry Neverending. Is there anything you’d like to talk about now?

My Dr sent me a text to ask me to make an appointment for a medication review. I’ve now got to wait in all Monday as they can’t give me a time. I have an embarrassing side effect I wish to discuss so don’t really wish to in public.

Losinglola · 27/09/2019 20:30

I recently had some blood tests, and I got a text message asking me to make an appointment to discuss the results. So I phoned up and explained this. "We don't do that" said the receptionist. I was confused and asked what they don't do. She was most insistent that they don't do text messages, even though I had one.

TroysMammy · 27/09/2019 20:37

She was rude but I find not all Receptionists "sing from the same hymn sheet". It boils down to people pleasers which shows up the ones sticking to procedures as right cows. There is nothing worse than being told by a patient for example "xx said for me to ring for my results at this time" when it's not the right time for everyone else.

ChristmasInJuly · 27/09/2019 20:51

Threads like this make me so glad I’ve got such a nice dr surgery - so sorry to all those who have encountered rudeness and computer says no. I phoned my dr on Tuesday this week around 2pm because I was worried about 22month DD and got an appointment for 3 hours later. I’ve always found them exceptionally good when it concerns children, they can always get seen that day. The most I’ve ever had to wait is a few days. I wish that was everybody’s experience.

cansu · 27/09/2019 20:56

Completely agree. They can't wait to get rid of you when you call. They may be busy etc etc but they are the first point of contact for someone who is unwell or has an unwell relative. Their attitude during that call is hugely important. They could be putting off someone who is seriously unwell. There is one lady at my surgery who couldn't be more dismissive if she tried. I literally cringe when I speak to her that she is doing the job.

cansu · 27/09/2019 21:00

I should say though that if you are concerned and can't get access to your GP, write a letter. In the past on one occasion when I had serious concerns about my health and I had been unable to get an appointment or a phone call I have written to my GP. This worked very effectively as the GP called me herself and arranged my appointment. It is of course ridiculous that she had to do so because the receptionist was incapable of dealing with it.

MrsLeclerc · 27/09/2019 21:12

They must send some receptionists to a special class to learn this stuff.

When I found out I was pregnant I called the surgery to ask what I needed to do. Lovely lady said to pop in and pick up an antenatal pack. Fill out the booklet with as much info as I can and ask for a midwife appointment around the 6 week mark.

Got to the surgery and asked for the pack.
How many weeks are you?
About 4 weeks.
You can’t have it yet. You have to wait until after 6 weeks.
Oh, I thought I needed to make a midwife appointment at 6 weeks?
Yes and she’ll give you the pack.
How can I fill out the booklet before the appointment if she gives it to me at the appointment?
Erm....(hands over pack with a huff)

Hope you’re doing ok OP and manage to speak to a GP asap.

Claphands · 27/09/2019 21:16

9/10 are bloody rude, mine told me that measles wasn’t contagious, NHS says different but a medically unqualified receptionist thought she knew best.

historysock · 27/09/2019 21:31

I had a rude receptionist this morning. I have had a problem with my ear for ages and the nurse has been seeing me for it. Went in today to book in to see her and the receptionist fired loads of questions at me about had I been following x piece of advice, and B piece of advice (reading off the notes in audible distance of two people Behind me). Eventually I got a bit fed up and interrupted her and said 'actually I'll need a double appointment as I'm worried the string has snapped on my coil and it's become very uncomfortable' which shut her up sharpish. It was rubbish obvs but honestly I just wanted an appointment with the nurse not twenty questions!

Sorry you had this today when you needed help OP. I don't know why GP's receptionists are so frequently like this-the Drs where people are by definition unwell is the last place you want to be spoken to harshly.

KnifeAngel · 27/09/2019 21:50

I won't stand for rudeness. I ask to be transferred to the practice manager. That usually makes them change their tone. In my previous surgery I had one be rude to me at the counter. I let her finish and then asked her if she would like to be spoken to like that. I did get an apology. My new surgery on the whole are all very nice.

Scratchyfluffface · 27/09/2019 22:55

Eurgh I hate our GP's surgery - I'm diabetic, the amount of times they call me to go into the surgery (just to repeat what the specialist nurses at the hospital did the week before) and then get huffy when I won't drop everything at a moments notice to take a day off and go in.

I'm happy to go in if there will be any value added to me or my treatment, I'm happy to go in after work or before work if it's some box they need to tick to get funding. I am not happy to put myself out and take a day off work to go to a pointless appointment which just repeats what I have already done. If they want flexibility from me, they need to give some back...

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