To have expected an apology from the GP?

[homewardbound2]

I had a face to face appointment with my GP this morning. The appointment was at 10am but they were running late, and I was finally called in at 10.45am. The GP didn't even mention the fact I'd had to sit around for 45 minutes, and barely acknowledged me when I came into the room - she gave me a quick glance, said "What's the issue" and then turned straight back to her screen whilst I explained.

I know doctors are very busy, but AIBU to have expected a simple "Sorry for the wait, how can I help?"

Having a good relationship with your GP is massively important as it means you are more likely to trust them and give them details that you might not otherwise.

Starting off an appointment in a way that is rude and makes a patient feel like they are just part of a conveyer belt is problematic for this reason.

It doesn't make you feel important or worthy of respect. If your relationship starts on a bad note, its harder to salvage and could mean important information isn't passed on.

Its not a trival, none thing. Its important.

I believe there is research into this that also highlights the importance of the doctor - patient relationship and why 'good customer service' is crucial.

'Mere pleasantries' can set up the rest of this process.

The lateness isn't great - neither is a lack of apology - but I'd definitely be more bothered about her consultation manner.

My ds is autistic. He's a nightmare at his neurology appointments. He'll tell the consultants how many minutes late they are luckily they are extremely good and extremely tolerant and understanding.

@Boomshakalakaaaaa

A problem with the NHS is that because it's free at the point of use patients aren't treated like customers. I've never had a GP apologise to me for running late despite them never being on time. You'd expect this courtesy in any other environment where you were receiving a service from someone so not sure why we just accept it from GPs. It also annoys me when they don't stop looking at their screen to talk to you. But it's the NHS so you can't whinge about it of course.

A problem with the NHS is because it's free at the point of use, a lot of patients don't use their common sense and self-manage their condition but demand attention from health care professionals for very minor issues. This then clogs the system for those who actually need a general practitioner rather than, say a nurse, pharmacist, physio, social prescriber etc.

@PlanDeRaccordement

It would not bother me at all. Saying “sorry for the wait” is a polite nothing anyway.

No, it's a polite acknowledgement that you've been inconvenienced.

@Fluffypastelslippers

You are lucky to even get an appointment.

Can we stop this? It's unhelpful bollocks.

It really isn't bollocks. I can't get a gp appoint with my surgery. I hate phone consultations. They don't work for me.

"YANBU, but doctors do their own thing."

What like doing telephone calls to terminally ill patients, prescribing urgent meds, getting involved in safeguarding etc?

Honestly all this bollocks about a GP being 'late' for an appointment is skewed thinking. They were not late, they were busy dealing with matters more urgent than the next patient n their list to be seen that day.

If you were so urgent you couldn't wait 45 mins you should be in A&E.

It's healthcare not the hairdressers!!

That's a standard wait time at my surgery, even pre pandemic. Never have had an apology or even thought of it to be honest

This is usually the case when I see the doctor which is rare. They are so busy and have to do more things than was expected of them before so they are just overworked and not enough hours in the day to see everyone. Most doctors are generally rude anyway. So I am just happy when get to see the doctor and get sorted and don't take it personally.

Hmm, maybe I’m being unreasonable then. I had psyched myself up for this appointment for weeks (it was mental health related) and almost walked out as I was talking myself out of going. Then when I did get into the room, having to explain it all to someone who was barely even looking at me was something I found difficult (though I do take people’s point about GPs being under major time pressure). Luckily DH persuaded me to wait for as long as it took and I’ve now got my prescription.

We all need to stop being grateful for being treated badly.

I often think that the receptionists in my local surgery would be better spent keeping patients updated on delays etc. rather than spending their time aggressively quizzing everyone who calls up about their symptoms.

@TidyOmlette

Did you think for a second what could have made the GP run late? There could have been a real medical emergency or someone could have been having a mental health issue which needed more time than originally booked.

People forget GP’s are human too and also have bad days.

GPs far too often forget patients are human too, and if they've booked an appointment they probably aren't in the finest fettle.

A simple apology, moving briskly on, costs maybe three or four seconds. It sets the tone for the rest of the appointment, ie that the patient is a client to be looked after with due care, courtesy and respect, not a bloody nuisance.

Doctors don't get a get out of jail free card on basic manners and respect on a day to day basis, much as many of them seem to expect one.

I think what people don't understand is that Emergencys happen even at GPs it was a very regular thing that happened at the gp I worked at and means ambulances have to to called and regular observations have to be taken and it takes up a lot of time. People having heart attacks at a gp is scarily regular. I'm sorry she didn't acknowledge the wait but depending on the day she may have been dealing with something difficult or distressing.

@popples19

I think what people don't understand is that Emergencys happen even at GPs it was a very regular thing that happened at the gp I worked at and means ambulances have to to called and regular observations have to be taken and it takes up a lot of time. People having heart attacks at a gp is scarily regular. I'm sorry she didn't acknowledge the wait but depending on the day she may have been dealing with something difficult or distressing.

We understand perfectly thank you. All the more reason to acknowledge the wait briefly.

Manners cost nothing. Doesn’t matter what your job is, it doesn’t hurt to say sorry, does it? I’m with you OP. It wouldn’t have hurt her to say sorry or at least acknowledge the wait. Sorry you experienced this. People don’t realise the different a smile can make to someone’s day.
And she clearly underestimated how rubbish it made you feel from her lack of engagement. Rubbish.

Not just the NHS, DD had a surgical procedure carried out privately, she was very nervous. She was put in a small room with me for company, nothing to eat or drink since the night before, no one came near, the doctor arrived over 3 hours late, still in her coat.

Not a hint of an explanation or apology!

Emergencies, appointments running over, GPs having bad days....
Of course people know these things happen. We're not thick
The OP wasn't saying she shouldn't have been kept waiting, just that the GP might have said sorry for the wait.

The doctor I saw this morning was running 35 minutes late, and apologised when I came in.

No, you're not being unreasonable, last time this happened to me the lovely young lady doctor couldn't apologise enough, I ended up apologising for her having to apologise! 😂 I know GP's are busy but she sounded rather flippant with you too, that's 45 minutes of your time you won't get back. I hope you have a better experience next time. 💐💐

@MrsArchchancellorRidcully

It really isn't bollocks. I can't get a gp appoint with my surgery. I hate phone consultations. They don't work for me.

I think you misunderstood me. I'm not saying it's untrue. I'm saying it's bollocks that anyone should consider themselves lucky to get an appointment. The issue is the service, not peoples attitudes.

Please can we stop blaming GPs for things which are outside of their control

A quick smile or eye contact and "sorry for the wait now how can I help you" is out of the GP's control?

We know appointments are short, that things run over. However the that quick acknowledgement can speed up the connection and communication not slow it down. This is basic effective customer/client/people management.

Been seeing patients face to face post Covid for well over a year now. Not sure why GPs are making such a meal of it but anyway this is very rude. I apologise for keeping people waiting if more than 10 minutes post appointment time.

I had 2 text messages from my surgery asking for me to make an appointment about the results from a consultant and my request for a repeat prescription...it took a while to get through, I was given a telephone appointment for an afternoon a week or so later (no time) the doctor phoned and said 'how can I help?' Makes you feel like they have made no effort to read your notes..so impersonal and uncaring

It’s very rude, and you’d think some sort of apology would be due just for courtesy. At ours, if you’re 2 minutes late for your appointment you get a lecture, so I would definitely expect an apology. However, I’m very jealous that you can even have a face to face appointment. Ours is still by phone only, with signs all over the outside of the surgery forbidding entry under any circumstances. .

the rudeness looking at the computer and not making eye contact would bother me more

i have a similar gp i just dont think she give a shiny shit