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?

Same experience here OP. Every single time, two different clinics. I’m so polite and thankful to them every time that it’s really disheartening.

I had an awful conversation with one earlier in the week. On the advice of a 111 senior nurse, I needed a GP to physically examine my child who had symptoms of infection but no obvious source (to my untrained eye). I explained the situation (not in severe pain and no breathing problems, and that they'd had a negative covid test the day before) and said I'd been advised to get them looked at that day. The receptionist said the GP wouldn't see any more patients that day, so I said I'd be happy to see a nurse because I didn't want to leave it for a couple of days. The response: "Well if it's that bad, take them to A&E!" 🤦.

She's renowned for her unpleasant attitude, but telling me to take a non-emergency case to A&E just to put me in my place is a new level of GP guardianship. I don't know if she's encouraged to be like that, or if the GPs and nurses would be horrified if they knew what she was saying to people.

I'd complain, but I know I'd only be punishing myself. She'll retire eventually.

Ohhhh ours are terribly rude over the phone, but then one of the Drs whos practice it is, is very rude also and just likes to talk at you.

I've never had a problem with any of the surgeries I've been to.
Maybe it's bad luck that you've been to two and they both have 'attitude'🤔

At our doctors there's just one receptionist who I dread picking up the phone at the other end.

The rest are so helpful. The doctors there too just talk to you like you're an actual human and really listen to you.

But that one receptionist is a bitch. She hangs up when she wants to end the call, not you. She asks you what's wrong (no problem with that) but then tries to diagnose you and dismiss you to a pharmacy. She did this when I had chest pain in one specific area, and I'm glad I pushed back because it was a blood clot and the doctor referred me straight to inpatients at the hospital.

When she talks she talks as though she genuinely hates life and doesn't want to be there. I wish she'd just leave.

One heard awful ones but I've also heard the way they are spoken to and it's awful. I've stood in the queue and some patients are so entitled, you can hear them arguing and shouting at them through the window. I think it works both ways. I can also imagine you might become very direct the longer you are there and assume all patients are rude. Once you're at that point it's time to go.

@cosmikdebriscos
Why have you had so many GPs??? I have had 2 in my whole life

First practice I went to they were really rude. I moved and they're lovely at this one. Funny thing, the first practice is one of the best rated in the city.

'It's like it's part of the person specification when they apply for the job.... are you a people person?...No.....tick...'

Indeed. I have experienced the odd one who are patient and helpful but many sadly do seem stroppy with poor communication skills.

When interviewing new staff they should not ask them so much about their admin skills but more are they able to demonstrate empathy and patience. Many patients are anxious, elderly, maybe hard of hearing. Of course they shouldn't have to tolerate abuse but they should model themselves on retail and hospitality staff who seem to carry on smiling however 'busy they are.

While no one should be rude - if you don’t think it’s a stressful job - you’re sadly mistaken. Dm was a doctors receptionist for many years and it’s not a nice job.
Lots of abuse. Massively understaffed. New people just thrown in at the deep end etc.

I've experienced a mixture, as with all jobs.

When they are rude I am very snotty in turn, which is at least satisfying if a little pointless

You are not being unreasonable to be fed up with your receptionists, OP. They sound awful.

My old GP practice had a few downright nasty ones. Thankfully receptionists in my new GP surgery are really nice.

Here's an example of poor service.

Order repeat prescription a week in advance
Telephone practice to ensure it's been done
Go to pharmacy to collect it
Not at pharmacy
Walk to Drs who say it was sent and to go back to pharmacy - not at pharmacy
Go back to Drs and told very abruptly "The Dr can write another one pick it up tomorrow".
Explain one has already left work early and can't do that as gave already wasted two and a half hours.
"Well the Dr can't sign another one she's got patients"
"Can't you pop in between patients
"The Dr don't do that"
"But it's the surgery's error"
"Can you ensure it's at the pharmacy tomorrow and I will leave work early"
Not at pharmacy tomorrow.
Schlep back to GP
Still not at reception but say it's been done.
Discourse about where it is. Zero apology for inconvenience because the NHS is free.
Say they can get Dr to sign again and can I come back later/tomorrow. "No I can't - the Dr or receptionist can deliver it personally because hours of my time have now been wasted" Screams at me the NHS is free.

Phone next morning for an emergency appointment and get one. Dr writes prescription and hands it to me saying two have been written you know and doesn't understand the issue.

10 days later lady from two roads away knock on door and says she collected a prescription a cpl of weeks ago and only took it to pharmacist that day. She realised there were two folded together and one had my dd's name and address on it.

Class B drug that has to be signed for. The incompetence and inefficiency combined with the rudeness is hair raising. The GP got a very frosty letter including concern about my dd's personal data and confidentiality and literally grovelled on the phone. I cd understand the error more readily than the "Vicki Pollard" attitude where the patient is always wrong and service is too much trouble.

My time is not less important than the GP's time.

They are probably rude because they are sick and tired of demanding people who think that their ingrown toe nail should be a priority! Or little chardonnay has had a runny nose for 8 hours, she must be dying! Im not saying that you are like this OP but people are like this and they are part of the reason the NHS is constantly needing more money. Over use, for pathetic reasons. Imo people should be charged a nominal fee, say £10 for a GP appointment. It would stop all the pointless appointments and make life easier for everyone. I actually work for the NHS but i'm not a receptionist.

Mine was extremely rude to me the other day. Told me they were too busy to see my baby. We ended up in A&E 🙄

[quote thebestnamehere]@cosmikdebriscos
Why have you had so many GPs??? I have had 2 in my whole life[/quote]
I moved around a lot. I've lived in 17 different houses in 5 different locations round the uk, and I'm only 20. Thanks mum 🙃only settled in a city a few years ago after I moved out, I've moved to different parts of the city too

@thebestnamehere because many people live in more than just 2 places their whole lives.........

The ones at my current surgery are lovely, very helpful but the ones at my previous surgery were awful.

I needed a 2 specific medications when I was pregnant and they refused to issue a prescription. They said I had enough for this week and wouldn't put me through to a GP to explain why I needed so much. Went to practice manager who was just as bad and ended up going to the pharmacy to get my medication direct from them after I turned up in tears. I did not have enough. I had 5 days worth.

my obstetrics team got involved after I had to explain why my blood sugars were so high and they contacted my surgery to make sure I had enough for a 2 week supply.

Apparently they only prescribe twice a week it was very odd. So glad I'm not with them anymore.

@cosmikdebris Ah! Ok! Check on your local facebook group maybe for the best gp practice.. Perhaps you are picking one that is overstretched? You will soon get a gist of the better ones !

I can cope with abrupt staff but in the days of full waiting rooms listening to them talking loudly to each other at the desk, cackling about their social lives then being short to an anxious or elderly person would be really unpleasant to witness.

There does sadly seem a culture with some, not all, gp receptionists of superiority. I've no idea why, you don't seem to get it so much with other public facing admin jobs.

You wait til you your child goes to school OP, and you have a run in with the school office staff!

My previous practice had one receptionist who was unfailingly abrupt and generally unwelcoming and unhelpful. She seemed to despise her job and people in general. I am always friendly and polite to customer facing staff, so no reason at all to be rude. Considered putting in a complaint, but ended up moving areas. New practice staff is always helpful and friendly, even in the midst of a pandemic. I recognise that its a difficult job and some people can be rude to receptionists, but I'm really worried about the number of people who are discouraged from seeking help by people like the receptionist in my previous practice.

I’ve spoken to so many rude and unpleasant doctors receptionists over the years. Goodness know why they do a job like that if they’re so rude. When you’re in the doctors it’s not normally for fun and showing a little kindness is what is needed.

I have been an nhs receptionist for 13 years -A and E/ minor injuries etc - a couple of years back I worked as a gp receptionist and I lasted 3 months. It was the worst job ever and I have the utmost respect for those ladies who work very long hours ( my shift was 7.30-18.30) dealing with the same shit everyday. You are spoken to terribly by the patients, and actually by the old GP partners themselves. It was £8.55 an hour. Staff were always off sick so they Are always understaffed. They are told what to say by the gps and if they go round giving inappropriate appointments then they actually wouldn’t be doing their job correctly. I love being a receptionist and love helping people but give me a and e any day over gp land. Worst job ever, which was a shame because the girls I worked with were the nicest bunch ever!!

I think it’s a job where they encounter rude people who want to jump the queue, are unreliable and unreasonable. GP services are over stretched.

And I think the fact GP receptionists experience these issues with some of the public, leads to some of them becoming officious in their communication with all people, because they have low expectations of patient behaviour. And some feel they are defending and protecting their surgery and their GPS and the limited resources, and they misjudge the best way to do this.

I am a professional, and in my workplace and dealing with people outside it, I am always polite, reliable and communicate well. I am astonished when people are rude, inefficient and officious and one of the times I have encountered it is when I have spoken to GP receptionists on the phone or in person. I have always been polite, patient and reasonable, but the responses and general treatment I have received have been surprising and unwarranted in relation to the way I have communicated with them.

I do understand how difficult their front-facing job with a difficult public can be and that this might explain why some behave as they do, but it is still unacceptable. It is almost as is some have and no training about treating everyone with respect and politeness and that they should try to at least appear helpful rather than obstructive. A can-do rather than a Can’t or won’t-do attitude is needed. And some of the receptionists with these poor attitudes seems to get away with it because they have been around for years.

Clearly not all receptionists are like this, but it seems a number are. Does the job attract some people who are like this? Did they start out like this or did the job make them like it? I get that it is the kind of job where some level of firmness and resolve to not be pushed around by cheeky patients is required. But it is possible to do this without rudeness and treating everyone with suspicion and as if they are a CF wasting resources and making unreasonable requests.

I’ve also noticed it in the odd school receptionist too. In lots of ways it’s a similar job with insufficient resources and front facing with lots of parents who like an exception to be made for their family regarding the rules, and some firmness and resolves is required.