I thought GPs were supposed to be open?!

[DrPatient]

So, I had a routine appointment booked in to check my anaemia - cancelled due to Covid back in March and they'll let me know when I can have it. Fair enough, I get that. But it's now July and they're still not ready. Then, I tried to make an emergency appointment as was told that, no, they aren't doing any emergency appointments and to phone 111. I phoned 111 and they said to book a GP appointment or go to A&E - but I obviously can't book a GP appointment because they said no. I received the letter saying I should book my son in for his one year vaccinations. When I tried to book, they said they aren't doing vaccinations due to Covid - but everywhere is encouraging parents to still vaccinate during Covid. I'm due a smear test - can't book it "due to Covid".
I've had issues with my GP in the past, for example they refuse to provide contraception at all - they tell me to go to a private sexual health clinic about half an hour away instead, and I needed a medical check done for a new job and they flat-out refused. It's very difficult to get an appointment at the best of times with the receptionist demanding to know every minute detail in order to decide whether or not you're "worthy". This was all prior to Covid.
AIBU to think they should be doing appointments now? Are other GPs back up and running?

@Northernsoulgirl45

I still don't get why people are so cadgy about talking to the receptionist. It is only so they can get the appropriate person to deal with the issue. Ie Practice nurse for wound care, minor illnesses Nurse for rashes etc etc. It is just part of their job.

But it shouldn't be. So you get gp appointment based on a receptionist decision?????

My smear was cancelled in March and the surgery phoned me to rebook in late June. The nurse was in full PPE and there was social distancing in the waiting room. All very well managed.

@EnlightenedOwl the receptionist will have been asked to ask the question so you can see the right person. They will have a list of things each tyoe of Clinician deals with and in normal times to give you the right length if appointment . They only want basic details.

@EnlightenedOwl in my practice we have a number of GPs (some of whom are GPSIs), nurse practitioners who can prescribe, practice nurses, HCAs, a phlebotomist, an in house pharmacist who sees patients for reviews etc, an in house physio, a part time mental health nurse and a care coordinator.

By simply giving an idea of the nature of the problem the very well trained receptionist can make an appointment with the most appropriate professional. This is not always the GP, but the patient may automatically ask for a GP appointment not knowing that 1, all these other HCPs are available and 2, still being of the mindset that at a GP surgery the only person that can help them is the GP.

21st century primary care is a very different beast now.

The receptionist doesn’t want details, they just want basic info like possible urine infection, skin rash, shoulder pain, needs a sick note, needs a repeat prescription, suspicious lump. They are not making clinical decisions as to assessment or treatment, (or they shouldn't be!) they are allocating appointments appropriately at the GPs request.

The receptionist doesn’t make a decision as to how important the callback is, everyone gets added onto a call list in a linear fashion. However the reason they put in the box allows the clinician to scan though and prioritise their calls - that’s how we work.

@Sidge you put it so much better than me but I am only a patient.

@EnlightenedOwl have you had a bad experience with a receptionist before at all?

[quote greennugget]@EnlightenedOwl have you had a bad experience with a receptionist before at all?[/quote]
Many times

Many times

EnlightenedOwl You know if it’s happening repeatedly, it’s probably not the receptionists that are the problem.

Mine doing tel and zoom appointments. no smears or anything at press like that. If urgent told to go to hospital.

Glad you managed to get an appointment OP.

Take heart from the overwhelming majority who think YANBU.

I have read the entire thread and think it illustrates the very best of mumsnet (patient - excuse the pun - explanations as to why the receptionists have received instructions from the GPs to request basic info on health issue in order for triage purposes) and the very worst (lack of empathy, patronising use of “honey”, “you sound hard work” etc etc).

When you mention having to use a private sexual health facility to access contraception, I sincerely hope that you are not expected to pay. That really would be beyond the pale.

They should be doing more. Today I've had two contacts with my surgery:

1. Ongoing chronic condition has flared up. I used e-consult to request a medication change. I got a phonecall and the GP was fantastic. He contacted the hospital and when they didn't respond, he prescribed me medication based on NICE guidelines, but urged me to contact the nurse specialist tomorrow to make sure he hadn't missed anything more effective. He wanted me to have blood tests and when he couldn't book an appointment with the nurse over the next few days, he decided that he'd do them for me tomorrow.

1. My Dad has an abscess. I phoned the surgery this afternoon, they sent me a link to send photos to them, then the doctor called him and sent a prescription for antibiotics and magnesium sulphate straight away.

If receptionists explained properly over the phone that they were asking these questions in order to ensure that you see the right person then possibly more people would be willing to cooperate with them.

Many don't do that though and you just get an imperious "What appears to be the problem?" barked at you. I have had this before and it is off-putting, although the current set of staff at our surgery seem better than others I have known.

It can really depend very much how it is done and presented. It can come across as nosy and intrusive if done badly.

If receptionists explained properly over the phone that they were asking these questions in order to ensure that you see the right person then possibly more people would be willing to cooperate with them.

Topseyt They don’t have all the time in the world you know. They shouldn’t have to explain something that should be perfectly obvious to absolutely everyone. Such an explanation would also take time away from other patients, and the majority of people hearing it would ignore it or cut them off.

Receptionists aren’t being nosey when they ask what’s wrong, they need to know so they can triage you.

@heartsonacake

If receptionists explained properly over the phone that they were asking these questions in order to ensure that you see the right person then possibly more people would be willing to cooperate with them.

Topseyt They don’t have all the time in the world you know. They shouldn’t have to explain something that should be perfectly obvious to absolutely everyone. Such an explanation would also take time away from other patients, and the majority of people hearing it would ignore it or cut them off.

Receptionists aren’t being nosey when they ask what’s wrong, they need to know so they can triage you.

What medical training do receptionists have to triage please. Genuine question.

What medical training do receptionists have to triage please. Genuine question.

EnlightenedOwl They don’t need medical training. They need to be able to tell the GPs what problem you have so they can triage you.

The fact of the matter is that either you tell them, or go to the bottom of the list because they can’t triage you. It doesn’t matter whether you agree with their duties or responsibilities, that’s totally irrelevant and none of your business.

@heartsonacake

What medical training do receptionists have to triage please. Genuine question.

EnlightenedOwl They don’t need medical training. They need to be able to tell the GPs what problem you have so they can triage you.

The fact of the matter is that either you tell them, or go to the bottom of the list because they can’t triage you. It doesn’t matter whether you agree with their duties or responsibilities, that’s totally irrelevant and none of your business.

But you said receptionists need to know so THEY can triage you. Which is it?

Ffs they have a list of issues and details of tbe best clinician to deal with it. You ring and say I have a rash. Checks list. Ok minor illness nurse can do this.etc etc
Our surgery explains this on a recorded message before you get through to reception.

But you said receptionists need to know so THEY can triage you. Which is it?

EnlightenedOwl Yep, I definitely stand by my earlier statement that if you’re having “many” repeated bad incidents with receptionists that you’re the issue here.

@heartsonacake

But you said receptionists need to know so THEY can triage you. Which is it?

EnlightenedOwl Yep, I definitely stand by my earlier statement that if you’re having “many” repeated bad incidents with receptionists that you’re the issue here.

You're not answering my question

I would hazard a guess that the "they" referred to is a collective "they", i.e. relevant staff at the practice, not specifically the receptionists. I suppose a cleaner way of saying it would be "so you can be triaged" - says the same thing, but possibly clearer.

I do know that at my GP practice, the receptionist will ask what the problem is then may suggest I see a different person e.g. I often see (or currently get a call back from) one particular nurse practitioner who knows my various ailments inside and out. When she wasn't available, they arranged a GP call back rather than one of the other nurse practitioners based on the reason for me wanting an appointment.

You're not answering my question

EnlightenedOwl There’s little point. You haven’t listened to anything on this thread—not even from GP receptionists themselves. You’re just determined to be difficult and can’t be reasoned with.

I’m fortunate to have a very good GP surgery but I have been directed by the receptionist to the wrong HCP. My condition is rare and complicated, what may seem simple and ”oh the practice nurse deals with X only” ends up a waste of time for me and the nurse. I mainly need a GP and I end up using 2 appointments. You can’t fit people neatly into little boxes. Fortunately, my GP surgery understand and now triage me appropriately so I don’t waste multiple appointments but if the receptionists weren’t accommodating (and 99% of the time they are super helpful), I could imagine it’d be very irritated.

Well if we’re going to be pedantic triage just means “to sort” and doesn’t require any medical knowledge....

However in a clinical capacity it can mean to prioritise. In primary care receptionists and admin staff will receive in house and external training to understand clinical allocation. They will also have crib sheets, staff lists and algorithms to follow.

They undergo training to learn what’s important, and what can wait. Red flag training as well as undergoing BLS annual training.

If someone chooses not to tell them what the problem is they usually get marked with “wouldn’t say”, or “personal” so the clinician can factor that in.

EnlightenedOwl I wish you'd listen and take in what you're actually being told. Receptionists are message takers. GPs triage. Please look up the word triage or shall I do it for you? In simple terms
Triage:- decide the order of treatment of patients.
These decisions are made by the GP NOT the Receptionists.