GP's receptionist

[LemonMeringueThreePointOneFour]

I got some blood tests back today which slowed slightly raised MCV and MCH. I know from past experience that sometimes if a test result is only just outside the normal range the GP isn't concerned and doesn't require a consultation or need to prescribe treatment.

So I spoke to the receptionist and said that I had slightly abnormal tests results and wanted to find out whether the GP thought they needed to discuss it with me (I was very careful with my wording and to speak clearly). She said, "We don't have any appointments today."

I tried again and said I wasn't sure that I needed one, but wanted to establish whether the GP thought it was necessary to see me. She said, "So you would like me to book an appointment?"

I tried for a third time and said that no, I didn't want to take up an appointment if it wasn't necessary, but would like to know whether anything should be done about my marginally abnormal test results.

Finally she got the message and went to check, then came back to say the GP didn't need to discuss (as I'd suspected).

WIBU? Was I unclear? I really felt like I was speaking a different language. They may have been busy at the surgery as I was on hold for about ten minutes - although when I've been in there I've noticed they don't really seem to react to the phone ringing.

They are generally a bit shit at that surgery (their rating is poor), but I was trying to save NHS resources and don't understand why my question was so hard to convey! Not a big deal, but I just found it a very enervating experience.

Oh, and if anyone could tell me what raised MCV/MCH means I'd be grateful.

So the Receptionist has to randomly call the doctor to ask the question, then get back to you? Why not just speak to the doctor yourself, in a properly organised phone appt?

The procedure should be much more clearly laid out and communicated to the patient. If it had, OP's phone call wouldn't have been needed at all.

[quote MaggieFS]@Theunamedcat But this hadn't happened in the OP's case. So rather than book an appointment which could have been a two minute phone call at a time which suited the GP, she spent blooming ages clogging up the phone line trying to request something which obviously didn't fit within the structure of how her surgery works. Not saying the surgery couldn't do it better, they obviously could, but I can't see why the OP has had to make such a saga out of it. [/quote]
The trouble is not everyone can take a GP call due to work commitments. All the receptionist needed to do was say she'd pass the message on and let her know. You know the sort of thing receptionists do all the time.

@MaggieFS

YABU, because by asking the GP to review your results you were effectively asking for an appointment, but just being obtuse about the process.

I'm not sure I agree. What happened, as far as I can tell, is that a GP was in or near the reception area, they cast their eye over the results and concluded that it wasn't necessary to have any further consultation. Judging by the period when I was on hold, that took about a minute.

@Cherrysoup

Raised MCV (AKA mean corpuscular volume) and MCH (AKA mean corpuscular hemoglobin) means the presence of enlarged red blood cells. This combination is most commonly indicative of a vitamin B12 or folic acid deficiency. However, there are other potential, less common, causes of this combination.

Hth.

Thank you.

This whole wasting NHS time thing. There's really not much difference in 'time' for the nhs in the process of:

option a) you calling up, asking the receptionist 3 times, her emailing the GP with your details and query, receptionist possibly adding an entry to your records to say you'd called, the GP finding and reviewing the email or entry and your results, them emailing or going to pass message back to receptionist, receptionist pulling up your info and calling you back.

Or b) you calling up to say you'd like an appt to discuss your results, them booking one in and you having a 5-10 min appt and the GP typing up your records during/afterwards.

Both options use time.

I'm sure you said you wanted her to use her judgement to know whether or not a Dr would want to see you? I don't really see how that's a receptionists call - what if she said no and it turned out you did and then it's be a post about how incompetent and medically dangerous receptionists are. They can't just pop into a room and ask a 'quick' question whenever they like.

I understand your frustration but these people are fired at all cylinders all day long and bear the brunt of being first port of call for every patients worry and frustration under the sun. I'm sure there are really difficult ones, I don't doubt that, there are very rude and abrupt GPs that I speak to, more so than any receptionist I've spoken to. As an NHS worker it isn't a job I'd like to do at all to be honest.

[quote MaggieFS]@Theunamedcat But this hadn't happened in the OP's case. So rather than book an appointment which could have been a two minute phone call at a time which suited the GP, she spent blooming ages clogging up the phone line trying to request something which obviously didn't fit within the structure of how her surgery works. Not saying the surgery couldn't do it better, they obviously could, but I can't see why the OP has had to make such a saga out of it. [/quote]
Now you're just making things up to suit your argument! I wasn't on the phone for "blooming ages" and an appointment is likely to be more than two minutes from start to finish including making notes on my medical records.

I didn't mean to make a saga out of it. Perhaps I got it wrong, but I genuinely was trying not to waste people's time.

Incidentally there have been occasions before when the receptionist has conveyed information from the GP (not at my request) so it's not absolutely unprecedented.

I'm sure you said you wanted her to use her judgement to know whether or not a Dr would want to see you? I don't really see how that's a receptionists call - what if she said no and it turned out you did and then it's be a post about how incompetent and medically dangerous receptionists are. grin They can't just pop into a room and ask a 'quick' question whenever they like.

No, I absolutely didn't expect the receptionist to make the decision and I don't think she thought that's what I was asking. I didn't expect her to necessarily be able to answer my question straight away either.

But I appreciate what you say about NHS time.

Given that you didn't understand the results and had to ask on here, perhaps you should have just booked a phone appointment to ask these yourself.

Imagine if 10 people a day phoned up with a similar request, making the receptionist go and find a Dr to ask. If you had questions you should just book in to talk it over with the expert

The thing is your question actually required the receptionist to leave her post, go find a GP who could answer the question, wait until they were free, explain to the GP, have the GP look at the results and then convey the answer, return to her desk and then let you know.

Surely the quicker/better approach would be just to ask for a phone appointment or, better still, wait for the GP to review the results naturally and contact you if it were needed?

I can totally understand the receptionist being quite fed up at your query to be honest. There is very little that actually needs a GP to be disturbed during their working day and certainly not results that you already were pretty sure didn't need any GP time at all.

@Bufferingkisses

The thing is your question actually required the receptionist to leave her post, go find a GP who could answer the question, wait until they were free, explain to the GP, have the GP look at the results and then convey the answer, return to her desk and then let you know.

Surely the quicker/better approach would be just to ask for a phone appointment or, better still, wait for the GP to review the results naturally and contact you if it were needed?

I can totally understand the receptionist being quite fed up at your query to be honest. There is very little that actually needs a GP to be disturbed during their working day and certainly not results that you already were pretty sure didn't need any GP time at all.

I may have made the wrong call, but as I've said about a dozen times now, I didn't expect an instant answer, or for anyone to interrupt a GP. The receptionist could have left a note for the GP to answer when it was convenient, and she wouldn't have had to leave her post to do that.

I think the surgery should organise its systems a little better, tbh.

Also GPs may be very busy - I don't doubt that - but they aren't minor deities.

My line manager is hugely senior and is interrupted all day long at times. That's how it rolls on some days.

The trouble is not everyone can take a GP call due to work commitments. All the receptionist needed to do was say she'd pass the message on and let her know. You know the sort of thing receptionists do all the time.

Yes, that's the scenario I would have expected.

Scenario

Patient has blood tests. When patient gets results, they are slightly abnormal.

Therefore, for the sake of efficiency and to save patient's and surgery's time, the following should be communicated to patient at same time that tests are received: Dr has seen your tests. they are slightly abnormal but there is nothing worrying. Next steps: No further action at this stage. Please make another appointment in [xx] months.

It sounds like you were trying to be helpful, but underestimated the administrative burden your request actually put on practice staff.

I don’t think it would hurt for you to be a little be more respectful about the receptionist though.

I'm a GP receptionist. I've done it for five years. I came home in tears today and feel like going off sick. The job is fucking relentless and for every person who posts "I don't why they don't just book appointments" are pissing all over the knowledge we have, the direct instructions we have from clinicians and the fact that we can and do advocate for patients who are struggling. I have had a patient refuse to disclose to me. He had chest pain and was sent to hospital with an MI. If you don't disclose how the fuck is a GP going to know which patient to phone first?

@Keyring

Scenario

Patient has blood tests. When patient gets results, they are slightly abnormal.

Therefore, for the sake of efficiency and to save patient's and surgery's time, the following should be communicated to patient at same time that tests are received: Dr has seen your tests. they are slightly abnormal but there is nothing worrying. Next steps: No further action at this stage. Please make another appointment in [xx] months.

Precisely!

In mh situation the go asked the receptionist to call me and say she'd had my results and had sent a prescription to the pharmacy for me.

Except receptionist couldn't then tell me (understandably) what the results were and meant. And wasn't told about giving me any information about how and when to follow
Up, if I needed another test after meds or even what prescription was.

It's only the fact this gp has been amazing with me I didn't make a fuss about how worried it made me and lack of communication.

And I still don't know what I'm meant to do next. Receptionist told me to call a week or 2 before meds run out me ask!

And if you want blood results. Sign up to patient access

@welliesarefuntowear

And if you want blood results. Sign up to patient access

I have this. But I still am not a Dr and cannot read what my results mean. Or know how being out of normal range is - eg slightly out can be fine or also very concerning.

@TheUndoingProject

It sounds like you were trying to be helpful, but underestimated the administrative burden your request actually put on practice staff.

I don’t think it would hurt for you to be a little be more respectful about the receptionist though.

Possibly... I'm just a bit fed up with the receptionists being so difficult to deal with every time. Last time I was at the surgery I stood at the desk for about five minutes before anyone deigned to acknowledge me - I don't find that very respectful.

Therefore, for the sake of efficiency and to save patient's and surgery's time, the following should be communicated to patient at same time that tests are received: Dr has seen your tests. they are slightly abnormal but there is nothing worrying. Next steps: No further action at this stage. Please make another appointment in [xx] months.

This happens all the time. It may have been the GP hadn't had chance to send a practice note to receptionist. All manner of things. But if it's anything like where I work it's a covid vaccine admin diystopian nightmare and hopefully norma, service will resume at some point in the next decade.

@welliesarefuntowear

Therefore, for the sake of efficiency and to save patient's and surgery's time, the following should be communicated to patient at same time that tests are received: Dr has seen your tests. they are slightly abnormal but there is nothing worrying. Next steps: No further action at this stage. Please make another appointment in [xx] months.

This happens all the time. It may have been the GP hadn't had chance to send a practice note to receptionist. All manner of things. But if it's anything like where I work it's a covid vaccine admin diystopian nightmare and hopefully norma, service will resume at some point in the next decade.

Thank you for what you are doing during this pandemic :)

Possibly... I'm just a bit fed up with the receptionists being so difficult to deal with every time. Last time I was at the surgery I stood at the desk for about five minutes before anyone deigned to acknowledge me - I don't find that very respectful.

I always try my best to ignore patients for as long as possible.

@Keyring Thanks. That means a lot. We are all so beaten down.

All blood results are reviewed as they come in. If anything is alarmingly out of range the lab ring us to flag to GP. They are commented on. Practice notes sent to receptionist to contact and make appointments etc. If that is helpful so that people know stuff does happen with them.