Doctor's receptionists - are they picked for their distinct lack of social skills/empathy?

[SummersMahoosiveClipOnFringe]

Bit of an offload needed.

My mum has a blood cancer which is on the government list for most vulnerable. She is not in remission but is monitored and likely to need another chemo.

She has had no letter from NHS re being in the shielded group. Government advice is that you contact GP if you think you are in this category and haven't heard by 30th March. Mum contacts surgery yesterday seeking clarification.They promise a call back but don't get round to it.

She calls again today to have the receptionist ask her 'why she needed a shielding letter as they were only for people who work' and she was 'too old for work so what is the point' ? This upset my mum - the receptionist talked over her when my mum tried to explain and minimised her concerns. She said my mum's cancer means she isn't in the most vulnerable group and that she can go out. My mum explained that she doesn't have the internet and wanted to remain informed as to what she should be doing given her condition and the receptionist responded by telling her to just 'follow the normal guidelines'.

My mum asked me to step in . I get through - she signs heavily and is abrupt and I get the same script. I relate that we are following government guidelines and she is incorrect about only people working need the shielding letter. She then claims I am not listening and that she is going to put the phone down on me despite the fact that she is the one getting really exercised and talking over me in a misinformed and rude manner. She was really domineering, didn't check her understanding of the situation and was volatile.If I was rude in response I would own it - but I calmly challenged her when I could get a word in edgeways

I ask to be put through other manager who was by stark contrast really helpful and listened. Still no clarification though.

Would I be unreasonable putting in a complaint or should I just let it go given that this is a stressful time for everyone?

I have never dealt with anyone this obnoxious before and she crossed way over the line.

In the end I telephoned by Mum's consultant's secretary- who did not seem to be aware that they could put people onto the shielded list and thought it was down to GPs. She confirmed that my mum should be on the list and was going to ask the consultant to look into it. She was a very kind and helpful person too.

My mum now feels really uncomfortable about contacting the Dr in future as she feels really intimidated by this receptionist.

I dread ringing my surgery because I either get the dragon who has been there since the year dot & thinks she owns the place or an apprentice who doesn't realise that illness doesn't follow a script that can only be answered in yes/no answers.

Like other people have said, I would definitely complain but when everything is a bit calmer.

So then dragon receptionist can then crack on being rude, aggressive and giving out potentially dangerous information or suggestions at a time when it is vital people follow correct procedures?

Nope. She needs dealing with now before she does more than just upset people.

I'd save the complaint for now, but definitely do so when things calm down. What I'd do, is bring it directly to the GP's attention. Maybe you could go with your DM to her next appointment to support her. If you don't get a satisfactory response from the GP, then take it further.

What CatherineOfAragonsPomegranate says:- In answer to your question, bar a few, the answer must be a definitive yes. It's too often occurring and widespread a phenomenon to just be chance.

I can honestly say that I've never encountered a friendly GP receptionist. There's definitely a barrier you have to break through before they soften or even become approachable. That's my experience, anyway.

@SummersMahoosiveClipOnFringe you can register your mum here

www.gov.uk/coronavirus-extremely-vulnerable

Hi op I'm a receptionist the letters are coming from the government not us at the moment. We had a message to say that we havnt been given the information yet and are still waiting to start generating the lists as we cant do it without the information. This is obviously frustrating for everyone we are just saying if you are in a at risk group then follow self isolation guidelines and wait for the letter. We are also advising of charities that can help with shopping ect. As for the receptionist she should just have explained what is going on and not been rude. We are getting so many calls about this ,the phones never stop and we have had to add extra phone lines. She obviously needs extra training if she is being rude and unpleasant to patients ( it's not their fault we are in this situation ) it's a horrible and scary time for everyone. Everyone at my work is helpful and supportive which is what is needed at the moment so I certainly dont believe all receptionists are like the one you spoke to but like in any job you will get people who are better at that job than others

I was advised by my local carers society to contact my GP surgery to tell them I was a registered carer for my severely disabled autistic child.
They said I needed to go on the surgery’s list of carers.

I phoned up and asked to go on the list, I was asked who I was a carer for and when I told them the reply was “well that’s not really caring is it” and made out she didn’t know what this list was.
Clearly to her you can only be disabled if you are over the age of 60 because a child couldn’t possibly be disabled.

I was really upset by her attitude.

I’m convinced that there must be some sort of X Factor style auditions set up for medical receptionists and you only make it through to the next rounds if you can prove how utterly rude, unhelpful and nasty you can be to vulnerable people needing help.

I think my surgery uses these auditions too although my brother's surgery has lovely receptionists.

The receptionists at my surgery are utterly lovely. Whether the surgery pick the right people for the job, or they're especially well-trained, or it's just something in the ethos at that surgery I couldn't say, but they're always polite and nice and very helpful.

I had some issues recently when 2 sets of test results were sent to the surgery instead of to a specialist service, and both times I rang they forwarded them to the right person within minutes, and apologised, even though it wasn't their fault.

And when I had a really bad episode of Menieres recently and could barely stand, they got a doctor to call me even though they had no appointments, telephone or in person (and the GP sent the prescription to my local pharmacy within the hour, and DP was home with it 30 minutes later).

Sadly, all 3 local surgeries will be merging and moving to a health centre where they'll all be under one roof. One surgery has dragons for receptionists and 2 very rude GPs, I'm dreading it.

I think you should complain, and you shouldn't wait because that will give this dragon the chance to keep breathing her fire on others.

She is talking bollocks by trying to say that the letter to shield was only for people who are working. My Dad has COPD and he had his last week. He is 85 and definitely not working. He has been retired for over 20 years.

She needs to be challenged now, or she will continue putting people off who really should be receiving just such a letter.

Being busy or stressed is not an excuse to be rude. Your mum is probably extremely stressed complain.

Some of them are a bloody nightmare, glad you were able to sort it with the consultant.

My dd often gets tonsillitis or chest infections , 10 days ago her throat was green and she was coughing up green phlegm. She phoned the doctors for an telephone appointment and the receptionist refused to give her one, and just kept saying you have Coronavirus you need to phone 111 and got really shirty with my dd. I phoned the next day as dds throat was getting worse, got a different receptionist, an appointment booked straight away and phoned back within 2 hours, antibiotics at the chemist an hour later. Dd is now fine.

When the kids were little, we used to get the same doctor every time and he'd always say if you have any concerns don't phone the main line call my pa, and she'll get you an appointment with me 😁

When I started working at a GP surgery (I am not a receptionist but sometimes have to cover the phone lines or reception) I was absolutely gobsmacked by how patients speak to receptionists. I would say 70% speak to you as though you are something they have scraped off their shoe. It absolutely wears you down, and people do leave as they cannot cope with it. The receptionists at our surgery who have stuck it out 10+ years are the ones who have just stopped caring how people speak to them and let it roll over them, and this does make them sound a bit brusque sometimes.

Is it right that they speak like this to patients sometime? No, of course not. But I wish that everyone saying how bad it is, people should complain etc could come and spend just half an hour on our phone lines, and I think you would change your tune pretty bloody quickly.

I've been a GP receptionist for the grand total of 9 months and I can categorically say that I have never had to take so much abuse and encounter so many rude people in all my life.
Complain if you feel the need to & while there is no excuse for rudeness, it was probably the 50th call of the day asking the same thing and not listening to the answer.

there is no excuse for rudeness, it was probably the 50th call of the day asking the same thing and not listening to the answer.

I am always polite and friendly to people I speak to on the phone.

But if the person on the other end starts getting pissy with me for having the nerve to ask a common question; or starts giving advice and suggestions they are absolutely not qualified to dispense; or gives me flat out incorrect information and will not deviate - all while preventing access to the actually qualified and proper people, then yes I am likely to get a little brusque in response.

I too am always polite and friendly. But when you have been asked the same question constantly for hours, as has been the case for most days over the last fortnight, and people simply don't accept that answer then start accusing you of being a "dumb bitch", "fucking cow" amongst other things, then those people should not expect a sunny disposition from the person they at slagging off. We don't have access to secret information on Covid-19. Everything we know is already out there.

I'd complain. I could have put up with just this twice & forgotten it , but I was treated like a pariah when really ill & vulnerable & I didn't want anyone else to have to go thru that. I complained to the Practice Manager, who tried to fob me off & then the Dr, as I really think that could be the last straw if someone had, say, suicidal intent or mean someone seriously ill didn't get seen. The mean & spiteful one has now left & the other women & her replacement are lovely.

I too am always polite and friendly. But when you have been asked the same question constantly for hours, as has been the case for most days over the last fortnight, and people simply don't accept that answer then start accusing you of being a "dumb bitch", "fucking cow" amongst other things

1. It's not the caller's fault you have been asked that question 100 times that day. Your attitude to the 101st person is on you, not them.

1. That said - and assuming you are not giving out advice or suggestions you are not qualified to impart - I would wholeheartedly support you hanging up on anyone who called you those names. But you seem to be saying that everyone is calling you names though, which surely is not the case?

People are going to get pissed off when gatekeepers exceed their mandate by giving (potentially dangerous) incorrect advice, not listening or being unnecessarily rude.

No I never said that every patient calls receptionists names. I fully accept my attitude is on me - I am an adult. However when patients simply refuse to accept an answer you have given them (ie shielding letters are not coming from GP surgeries at the moment) and when said answer is given on the recording at the start of the call then it can be frustrating.
I can honestly say that I have never been rude to a patient. I have however, told some patients who have started screaming down the phone as soon as it is answered that I'll answer their query as best I can as long as they stop abusing me and I have put the phone down on others. I just don't have to tolerate that sort of behaviour. For the record, I don't give out medical advice because I wouldn't have a clue about the vast majority of it. I have told patients when we are full that they may need to call 111 or go to a walk-in centre and guess what? Been abused for that too!

Luckily most patients are understanding (just as most receptionists are nice people) but you get the odd bad apple on both sides of the fence.

The most dreadful receptionist at our local surgery left... to train as a psychotherapist!

I always wonder how that worked out

Please don't complain.
Please understand that each receptionist who is answering the phone HAS to come to work and is exceptionally anxious, worried and scared.

They are classed as key workers and must go in and be there for the phone calls coming in.

GP Practices have been landed in the poo regarding the shielded letters. People have been told to contact their GP practice if they think they should get a letter - but the data to confirm who should be on the list is STILL not finalised - it only held hospital data and not GP practice data.

Want to complain - complain to NHS Digital and NHSE who asked patients to call their GPs to asnwer questions they are still not in the position to answer.

And honestly - there is a full ist of the shielded criteria. If you think you meet the criteria you can self register (OP, you can do for your mum) and then she can shield herself. Don't wait for a letter to help you make a sensible decision.

A little common sense and understanding goes a long way.

That receptionist has no excuse for being rude but she certainly has a reason to be acting out of character though fear.

But, by all means, put a complaint in and waste more NHS time instead of chalking this up to pandemic fear and understanding that everyone is human.

FWIW - I am sorry she was rude, but cut her some slack as without brave people like her there, your practice may have to close.

Sorry your mom had that experience but YBVU to tar everyone doing one particular job as unhelpful or lacking in empathy.

Out of interest OP, what job do you do? Would you be ok with me saying everyone who does your job is a twat/useless/vile/rude?

I expect not, so how about not slagging off a whole profession under real pressure at the moment because of just one rude, unhelpful person?

I have had a million reception roles and I have never been rude to anyone but my local doctor receptionists are all awful. I go out of my way to be nice to them - to show solidarity - but I may as well do a shit on the counter. I don't even want to imagine how nice and helpful they are now.
Sorry for your mum OP.

I thought this was a myth until I encountered a lot, one really fucking unbelievably bad. I don't think they could get away with it when I lived in a small town due to the gossiping.

What is it about the job? does it attract certain types?

YANBU. I had all the symptoms of a perforated eardrum and required medication (penicillin I think) I’m epileptic and having infections like this has brought on seizures before. She refused point blank to book an appointment even when I explain that last time I was admitted to hospital with status (continual seizures) I’d had a perforated eardrum. Guess what, I had a seizure 48 hours later 🤯

Another receptionist refused to believe me when I said that a certain strength of my meds hadn’t been prescribed and wouldn’t asked the doctor for more. It took me calling the pharmacist for them to confirm when they last issued it and I was right. I have to admit I may have been a little bit smug when I called back the doctor’s surgery and insisted on a prescription.

Oh the joys.

Order repeat prescription. Go to collect it 72 hours later SLA is 48 hours. "It aint 'ere, cum back laytah" Oh dear, it's supposed to be done within 48 hours, why isn't it here. "It aint, you'll av ter cum back". I'm awfully sorry but I have followed the rules and I don't have time to come back, can you please confirm the request has been acted on? "It says dr x done it yesterday but it ain't in the book" well can you ask another dr to rewrite it between apts please? "No I can't, yer'll ave to come back". I have not made the error, why can't it be resolved now or delivered to me later. "THIS IS THE NHS AND IT'S FREE SO YOU'LL HAVE TO COME back." With all due respect, the NHS is not free, it is free at the point if delivery - screeches more loudly Ah'VE TOLD YER IT'S FREE AND YER'LL AVE TER COME BACK

Thank you so much, I certainly shall. The problem is there's a screw up every.single.time.

The problem is they are generally on minimum wage and half of them don't have the skills or education to earn more.

Having said that 50% at my GP surgery are very helpful but the cock-ups are unbelievable. Both DC have had prescription requests in for over a week now and have both chased the pharmacy to be told there's a backlog due to covid. I know it's tough but people still need essential meds and I am wfh trying to keep an organisation solvent and 100's of people employed. But then I and my family are only old fickos with all the time in the world to sort out practice cock ups at the best of times.