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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Voicemail from GP surgery

209 replies

cherrysthename · 09/02/2022 18:19

Basically my AIBU is AIBU to be scared shitless. I had a missed call at the end of the day and then a voicemail quickly followed. It was the GP receptionist saying 'nothing to be worried about, but can you please make an appointment from 8am when we open in the morning?'
I note that she said nothing to worry about, but she would say that wouldn't she? I've not been to the doctors recently, not had any bloods taken to have results back from...nothing I can think of!

OP posts:
melj1213 · 10/02/2022 15:50

@Pumperthepumper

I hate it when they do that too. Why not leave a message saying ‘we’re contacting you about a routine appointment, please phone back’?

Glad it wasn’t anything to worry about Flowers

Because they aren't allowed to leave any information as to the reason behind the call.

All they can do is what the receptionist did and leave a message asking could you contact them. But they tried to allay any worry by clarifying it wasn't anything to be concerned about without giving any detail.

fishonabicycle · 10/02/2022 15:51

Thing is, we want to get in touch so we need to leave a message for them to call. We are so busy we can't just keep retrying numbers ad infinitum.

Pumperthepumper · 10/02/2022 15:57

Because they aren't allowed to leave any information as to the reason behind the call.

But they already are: they’re leaving the information that X Dr is trying to contact X patient. So surely ‘routine appointment’ gives absolutely nothing else away?

JanetheObscure · 10/02/2022 15:57

The posters who are saying that they couldn't have left you any more information than they did are absolutely right. Patient confidentiality is as strict as can be because someone else might hear the message and you might not want them to. They couldn't refer to an "appointment", even.

So it's standard practice to say "nothing to worry you, please call when you can." I'm quite sure that a lot of us have had very similar messages over time.

Original poster
cherrysthename · 10/02/2022 16:01

Mel the rules are the rules- fair enough- but I don't really see why the rules permit the receptionist to leave a voicemail, stating they are such-and-such-doctors practice, and to please ring for an appointment, but not leave the hint of any other info. After all it's my phone, you wouldn't expect anyone else to listen to the voicemail. If there was a DV issue, for example, then I'm sure they wouldn't leave a voicemail at all and it would be a call? I'm just speculating.
Come to think of it, I've had messages left with my parents on their home phone in the past concerning one of my pregnancies because I missed a call on my mobile once. So I wonder why that was allowed.

OP posts:
StrawberryCupcakes98 · 10/02/2022 16:04

Hey OP!

I’ve read the full thread and just wanted to comment. I feel like this is one of those situations where the GP surgery can’t win, but equally you’re not at fault for being upset. If I got a voicemail in a similar situation to yours, I know I would be frustrated and annoyed because even though they say don’t worry, it’s impossible not to isn’t it!SadSmile

They needed to offer you a smear, and unfortunately due to confidentiality they can’t leave a voicemail and if they had tried to call you multiple times that would have taken too much time and probably would have been more worrying (I would be sooo stressed if I had multiple missed calls from my GP!) Leaving a voicemail but explaining not to worry was probably the best way for them to approach it, although I fully appreciate it still causes worry because I would be the exact same! They tried to tell you in a way that would cause the least concern but you’re not being unreasonable for being worried either (and ignore anyone who says you are!)

I don’t agree with your comment about it being a scare tactic but I think you were just (understandably!) a mixture of upset and relieved it was all ok when you said it- some posters are just being absolutely ridiculous tearing you apart for it. You were clearly upset so people really need to give you a break. They weren’t trying to scare you into getting the smear but when you’re worried and upset it’s understandable it seems like this.

I’m not old enough for a smear test yet (I’m 23) but I’m already dreading it. I fully appreciate it’s so important but it fills me with fear thinking about it. It’s extremely personal and not for any other posters to lecture you on. If you’re getting offered a smear I’m presuming you’re older than me so I’m sure you’re old enough to make a choice about your own body!

Sorry for the long post, I just felt bad for you with the other comments as some were quite nasty. Your comment about them scaring you into it was a bit unreasonable but completely understandable given how worried and unwell you are and even though they weren’t trying to scare you into it, I can see how it would feel that wayFlowers

I really hope you feel better soonFlowersSmile x

otherwiseitllbeboris · 10/02/2022 16:09

@cherrysthename

Mel the rules are the rules- fair enough- but I don't really see why the rules permit the receptionist to leave a voicemail, stating they are such-and-such-doctors practice, and to please ring for an appointment, but not leave the hint of any other info. After all it's my phone, you wouldn't expect anyone else to listen to the voicemail. If there was a DV issue, for example, then I'm sure they wouldn't leave a voicemail at all and it would be a call? I'm just speculating. Come to think of it, I've had messages left with my parents on their home phone in the past concerning one of my pregnancies because I missed a call on my mobile once. So I wonder why that was allowed.

It's called confidentiality.

Original poster
cherrysthename · 10/02/2022 16:15

Thank you so much for your thoughtful post, Strawberry.

OP posts:
Original poster
cherrysthename · 10/02/2022 16:19

I know, other 🤣 honestly! I was just thinking out loud. Leaving a voicemail on someone's phone stating who you are, where you work and asking to make an appointment doesn't really seem that confidential to me. No more so than just adding 'it's for a routine matter'. And like I said, my practice has broken confidentially before by ringing my parents' house phone and leaving them a message. Can't say anything without being snapped at. 'It's called confidentiality'- noted.

OP posts:
CovidCurious · 10/02/2022 16:19

Hello, OP. I had one of those voicemails before Christmas and I was a) concerned/worried and b) very cheesed off that I had missed their call as it is well nigh impossible to get through to my GP on the phone.

I was coming onto the thread to tell you mine was indeed nothing to worry about, but I see you already know what your call was about.

As for mine, since I am here, I may as well tell you it was for a medication review (I have ongoing asthma medication). Amazingly, they even booked me in for a face to face appointment!!! Then they texted me back to say it had been converted to a phone appointment 3 weeks later. Then they texted me again to say the phone appointment was cancelled "due to unforeseeable circumstances".

When they have dusted off their crystal ball I expect we will go through the whole rigmarole again.

sillysmiles · 10/02/2022 16:22

After all it's my phone, you wouldn't expect anyone else to listen to the voicemail. If there was a DV issue, for example, then I'm sure they wouldn't leave a voicemail at all and it would be a call?

How are they meant to know if there is a DV issue or coercive control? Many people could be in relationships that their GP's know nothing about. My DH isn't even in the same GP practice as me.

Surely the receptionist pulled a list of names of women due for a smear. She rang the people on the list. It would have been a load of extra unnecessary work to search through each patient's file to see who potentially was queried as the victim of coercive control and to change their message for each potential patient.

I understand that leaving a voicemail you can't do anything about until the next day resulted in you having additional anxiety - but in the nicest way possible - that's your anxiety and it's not fair to expect unknow people doing a standard work task to accommodate every individual's preferences.

JuergenSchwarzwald · 10/02/2022 16:25

@Pumperthepumper

Because they aren't allowed to leave any information as to the reason behind the call.

But they already are: they’re leaving the information that X Dr is trying to contact X patient. So surely ‘routine appointment’ gives absolutely nothing else away?

Exactly, it doesn't. There is nothing about that statement that gives away any confidential information. In any event you can consent to them leaving messages for you - it's their choice not to capture that consent. I imagine they get mobile and email addresses now anyway so why not just send a text or email - I know a pp said they get some complaints about phoning, but they can record preferences on the patient record.

it's my phone, you wouldn't expect anyone else to listen to the voicemail this too - if they don't trust the information they've got, don't use it. This applies to all the companies who phone you and then ask you to confirm your details. Erm no - you phoned me!

JuergenSchwarzwald · 10/02/2022 16:27

How are they meant to know if there is a DV issue or coercive control

how does "this is GP surgery please call us back" and "this is GP surgery with a reminder for your smear test" in any way affect that?

If abusive partner is listening to the messages first they know the GP has called and in fact they might react worse if they don't know what the GP has called their victim about - eg could be about secret abortion

sillysmiles · 10/02/2022 16:29

I’m not old enough for a smear test yet (I’m 23) but I’m already dreading it. I fully appreciate it’s so important but it fills me with fear thinking about it.

For the majority of people* a smear is not really a big deal. It's not something to do for fun but equally in my experience it is quick and uncomfortable but not painful. Try not to build it up in your head to something to get stressed about. Less painful than a wax and faster (ime).
However, if you find it is bearably uncomfortable - say it and ask for them to use a smaller speculum if possible. I find the practice nurses are better than the doctors.

*excluding those who have traumatic backgrounds

notacooldad · 10/02/2022 16:38

I’m not old enough for a smear test yet (I’m 23) but I’m already dreading it. I fully appreciate it’s so important but it fills me with fear thinking about it
I understand and you are beat not thinking about it. However I remember being amazed the first time I went and the practitioner asked me what I later realised was a distraction question ( are you going away this year?)) and before I finished talking she said ' there you go lovey,all done!!' I'm not saying it's going to be like that every time but it's easy to build things up in your head to be worse than they end up being!

Original poster
cherrysthename · 10/02/2022 16:40

Oh my goodness sillysmiles I have no idea! I was literally just pulling a reason for confidentiality out of thin air to make my point. To attempt an answer to your question: known cases of DV where the GP would have flagged it.

OP posts:
Original poster
cherrysthename · 10/02/2022 16:42

Exactly what I was trying to get at, Juergen. Agreed.

Oh CovidCurious you've had a right old time of it. I've had similar before- what a palaver!

OP posts:
SunshineCake1 · 10/02/2022 16:51

I wish they'd sort their messages out. I had a text asking me to book an appointment to discuss my results on the phone with the doctor, I did and when he rang he asked what I wanted.

sillysmiles · 10/02/2022 17:02

My point is though that I'm guessing the reception has a list to work through - no answer and she leaves a standard "nothing to worry about but can you call us" message. Maybe some calls are blood results, may some calls are about referrals, but the easiest thing to do is say , please call us.
I get why it made you anxious, but given that UK GP systems seems fairly under resourced and lacking manpower - then they are going to go for the most efficient system.
Honestly I don't think either of you - doc or you - are wrong in this instance.

OnlyAFleshWound · 10/02/2022 17:05

@BoredZelda

Shes specifically said not to worry to reassure you. She wouldn't have said that if it was something awful.

What would she have said? “It’s really, really important, you MUST call us, don’t forget now, hope to speak to you in the morning…….”

She would not have said "It's nothing to be worried about".
OnlyAFleshWound · 10/02/2022 17:05

@BoredZelda I meant to add: I've had those messages. They do NOT say "it's nothing to worry about" when it actually is.

What a load of drama queening nonsense.

Tulipomania · 10/02/2022 17:06

Hard work.

Maybe ask for some meds to help with your anxiety when you go in for your smear.

Original poster
cherrysthename · 10/02/2022 17:08

Tulipo vile.

OP posts:
Mydogmylife · 10/02/2022 17:14

@HelloFrostyMorning

Same to *@notacooldad* scaremongering is not cool!
No it isn't . However a message saying nothing to worry about is most definitely NOT scaremongering
okthx · 10/02/2022 17:19

Please don’t listen to all the nasty people.
I know exactly how you feel. “Smear test saves lives” is very Mumsnet-like mantra too, I have noticed. Doesn’t matter “my body - my choice”. Doesn’t matter that patients’ real complaints often go unnoticed and brushed under the carpet. The almighty smear test will save us all. There was no reason for them to worry you unnecessarily. It was enough to say “it’s about a routine screening”. They knew what they were doing. They are getting paid to “enrol” as many women as possible. I know that the smear test often saves lives, I’m happy about that. But no means no, as simple as that.