Why are GP receptionists so rude?

[cosmikdebris]

Every single one I've experienced,especially now I'm a mum, seem to act like guardians of the nhs. I've been trying to sign up to my local GP since JUNE LAST YEAR! They've lost my sign up forms 3 times, told me my information is wrong twice and straight up told me to 'sign up else where if i don't like how they practice' and have also told me I'm an irresponsible parent for missing my daughters first jab date (I missed it because they lost mine and her sign up forms may I add).

I tried another go slightly further away yesterday, only to be treated with more attitude and rudeness. I'm so desperate for some help with my mental health, and I've got a backlog of different physical things I need checked, I don't understand why they're all so eager to work against you! Surely they should be required to be calm and compassionate towards people, considering doctor's surgeries are generally full of unwell people.

I just don't understand it. Maybe it's more stressful than I think it is? Maybe I'm just unlucky! Or maybe they're required to put up a front so people don't waste the time of doctors? It's not difficult to just be nice to people though...is it?

Whammyyammy we have patients who speak to us like that too and it is quite upsetting. I enjoy my job but sometimes feel "why should I bother taking this for minimum wage?" It's the Doctor's request we ask the questions, we couldn't care less if you have thrush, ingrowing toenail or anything else but the Doctor would like to know to prioritise the patient and we would like to be able to do our job efficiently.

Mine are lovely.

Previous GP surgery not so lovely.

Have you tried complaining to the practice manager?

I wasn't expecting so many replies, thank you for adding something interesting to my day! It's been really interesting to read everyone's responses, especially those working for the nhs!

I'll tell that to the doctor with the PhD, not the secretary with the phone thanks

Doctors don't have PhDs. Dr is an honorary title.

Ours are generally good to be fair, and I'm always really open about why I want an appointment.

I had to ring in August as I'm t2 diabetic, and had a nasty infected horse fly bite on my leg. The receptionist asked me to send a photo by email for the GP to see. She rang me back about 30 seconds later in a panic asking where the bite was before I sent it apparently they had had some fairly dubious photos sent in!!

@Whammyyammy

I find it rude when calling for an appointment they ask what's wrong with... I'll tell that to the doctor with the PhD, not the secretary with the phone thanks

If your GP only has a PhD you're screwed whoever the reception staff are.

@Whammyyammy

I find it rude when calling for an appointment they ask what's wrong with... I'll tell that to the doctor with the PhD, not the secretary with the phone thanks

We have to ask so you can be given an appointment with the right clinician. There's really no point putting you with someone not able to deal with the problem you have. And again, this is under instruction from the GPs who own the practice, not something the receptionist has any control over.

@RosesAndHellebores

Do medical doctors have a PhD? I thought it was an honorary title.

But on that note when the receptionists refers to the GP as Sarah, Ben or Caroline she (or he) may refer to me as Roses. For as long as the receptionist refers to the GPs as Dr Brown, Dr Jones and Dr Smiff she or he may refer to me as Mrs Hellebores. It's basic equality and courtesy.

Oh @RosesAndHellebores this is my bugbear too!!! Gets me irate when they say for example "oh Lou, just to let you know Dr Thingamajig is running late" or whatever. I'm half tempted to reply "oh do you use titles here? Jings I've never updated mine to Baroness, I'd better do that"

We've been so lucky the latest surgery we are at has changed my opinion and they are so so kind.. the last 2 surgeries have been bloody awful.

@hashbrownsandwich but that's the point of the post why is it the receptionists job to decide what is minor?

What maybe minor the them maybe something that's been ongoing and causing stress for a patient, isn't the role to take appointments and let the GO define what's important?

Not saying you are rude about it!

And when you knock on the Dr's door. "Oh come in Roses, I'm Dr Betterthanyou". I used to offer a hand and say "I'm pleased to meet you, I am Mrs Hellebores". Now they are 30 years younger than me I just say "oh I'm awfully sorry, I didn't catch your name" and they inevitably reply more slowly "I am Dr Betterthanyou". Nowadays I just respond "in that case, I think it's Mrs Hellebores, don't you?"

One would expect medical school to teach them basic good manners if they are bereft of them when they arrive. I work in one of the last bastions of hierarchy but even the most insufferable profs don't nowadays expect students or support staff to address them by title. It's John or Fiona.

To everyone who's had bad experiences.... I wish you could be patients where I work as a GP receptionist.

We are a big family. We all love working there. I'm actually medically trained, I left my career for various reasons, intending to go back. I took this job to do for maybe a year. Three years later.....

We are apparently having a meeting with the doctors this week, because we've been putting all patients on the callback list and it's too many 🙄. Well, maybe if there were more routine appointments to allocate, that are for sooner than a week's time, we wouldn't need to.

I will go out of my way to help people. I'll phone hospitals on behalf of people. Phone pharmacies to sort out patients' queries. Etc. I call patients once things have been done so they know (and can relax and not worry).

All this even when things are insanely busy at the moment.

In pre COVID times ours was very good at welcoming you when you arrive on time and then not telling the doctor you are there, making you wait for an hour, then realise (when you go back to the desk). You eventually get to see the GP who has been told by the receptionist that you have arrived late and only just got there.

Has happened to me, DP and several friends!

@RosesAndHellebores

And when you knock on the Dr's door. "Oh come in Roses, I'm Dr Betterthanyou". I used to offer a hand and say "I'm pleased to meet you, I am Mrs Hellebores". Now they are 30 years younger than me I just say "oh I'm awfully sorry, I didn't catch your name" and they inevitably reply more slowly "I am Dr Betterthanyou". Nowadays I just respond "in that case, I think it's Mrs Hellebores, don't you?"

One would expect medical school to teach them basic good manners if they are bereft of them when they arrive. I work in one of the last bastions of hierarchy but even the most insufferable profs don't nowadays expect students or support staff to address them by title. It's John or Fiona.

I'm still chuckling to myself at "Dr Betterthanyou"

I agree with you. My DH is a doctor and although he is known in many administrative capacities as Dr Betterthanyou, because that's how the system works, whenever he introduces himself to a patient he always uses his first name, without exception. If they revert back to Dr Betterthanyou because they've seen it on his badge or something then he usually corrects them to his first name.

Peggy — only time I've ever seen a GP do that was when he had an unpronounceable-by-English-tongues surname!

The patients I see are perfectly pleasant. Let’s not shift the focus.

I agree, I have never been less than unfailingly polite. Yet have been greeted with rudeness and hostility by a sizeable minority of Doctor's receptionists. The excuse that someone earlier in the day night have been difficult or demanding , doesn't give them carte blanche to treat everyone else like shite on the sole of their shoe.

oh do you use titles here? Jings I've never updated mine to Baroness, I'd better do that"

It'll probably make heehaw difference. My title is Doctor, I have a PhD. I filled in the registration form as Dr Overdrive. The receptionist claimed she couldn't register it as such as I wasn't a medical doctor.

Most are lovely but we had one who was just so needlessly rude.

She's now retired and I usually see her on my daily walk and she's still so bloody rude, I move over to allow a 2m gap she never ever smiles or says thank you as an acknowledgment. I feel like doing a Richard Ashcroft next time I see her!

Last year during my pregnancy I received a phonecall from my MW to ring GP surgery and request certain medication. I tried. I really did for a full week. I was told to ring at 8am (even for medication) so I started ringing each day. When I did get through (usually nearing 9am), I was told all appointments/phone consultation were gone for the day. On the Friday I managed to get through at 8.15am but was told again no appointments left! I gave up.

I saw MW at my next appointment a week later and told her I was unable to start the medication and why. She was absolutely fuming and told me that surgery was causing problems for so many of her ladies. She rang them there and then, gave them a rollicking and questioned why I even needed a phone consultation because the request should be written on the shared IT system. The receptionist lied and said she couldn't access it. When MW asked to speak to practice manager, funnily it was accessible and my prescription was ready later that day. Like... why?? Why be so difficult.

@NoIDontLikeTrains

Peggy — only time I've ever seen a GP do that was when he had an unpronounceable-by-English-tongues surname!

In fairness my DH hasn't worked as a GP in about 8 years. He's been in hospitals before and since then so perhaps the etiquette is different and his style isn't "true" to GPs. I think it's more common in hospitals for doctor's to use their first name. I have no idea why. Food for thought...

But ding in those circumstances why didn't you go to the surgery first thing to get it sorted out or phone the mw after two attempts?

Stupid autocorrect doctors, not doctor's

@RosesAndHellebores it was during the first lockdown and nobody was allowed in the GP surgery except with a booked face to face appointment. Yes I should've really rang the MW to let her know what was happening. But I didn't want to be a nuisance as I remembered her saying how busy they are. Silly of me really. With my anxiety I tend to put things off too which doesn't help.

DC is 12 weeks and still not been called for his 6 to 8 week check. He can't have his jabs until the check has been done. I was told by GP receptionist they would ring me when an appointment is available. I should really ring the Health Visitor for advice but keep stalling.

Just phone the HV.

They’re just ‘seemingly’ perfunctory, same as school receptionists.

Dealing with phone calls and face to face enquiries in a constant stream and having to triage patients on the spot to boot, can’t be easy, so they probably find a way to be as direct as possible.

I used to be intimidated by them (I’m scared of everyone social anxiety ) but then found that actually they’re just very quick, thorough and direct.