Being triaged for a GP phone appoitment by GPs Receptionist

[Pennox]

Curious to know if others think IABU here as this is a particular bug bear of mine. I should say that in the past I have had 2 particular concerns about GP receptionists which maybe colour my view. One, my mother was briefly a GP receptionist (not recently) and used to tell us all sorts about the patients at the surgery, much of which was personally identifiable if you knew those people in the local community. Secondly, I was given incorrect medical information by my own GPs receptionist just prior to Covid regarding my son which she shouldn't have been giving me anyway, and was given in an attempt to get me to go away and not persist in asking for an appointment, but, more importantly, because it concerned a severe allergy, could have been very dangerous if I'd not known it was rubbish and followed it. (And no I did not officially complain at the time as the practice makes that really difficult and covid kicked off, I should have done.) Anyway.

I had covid approx. 5 weeks ago and was feeling pretty much over it after 2 weeks of pretty rubbish flu type effects and then 2 weeks of fatigue, joint aches etc. So by end of last week was thinking great, I'm back! after a surprisingly rough month. I did not seek any medical attention during this time and self-managed. However, I think I've now developed a secondary chest and sinus infection which is getting worse and worse, all the usual gross symptoms which I wont detail here and got to the stage where I am feeling really rough again and cant work properly (from home). Im really behind at work after the initial 4 days off that I took and then being ill/fatigue/brian fog for another 3 weeks. So I reckon I may need antibiotics now and it wont just go away on its own - I'm not a medic but when this has happened a couple of times in the past that is what has inevitably happened. So, basically, I need a GP appt. To check and hopefully get some antibiotics. Online booking is 3 weeks out. So only option is the GP prescribed practice of phoning at 8 to ask for a same day/emergency appointment. Thisbused to involve queuing round the block at 8 as was impossible to get through on the phone. They've somewhat addressed this now so after about a 30 minute wait I got through and asked for a same day appointment and surely is a yes or no response, yes we have one available, no we do not. But they of course then ask you why. So I said I had covid recently and now think I may have developed a chest infection at the end of it and might need antibiotics to clear it up. She then started asking me a long list of medical questions about my symptoms. Was I coughing? Did I have a temperature? Was I coughing up phlegm? Was there blood in the phlegm? At this point I said can I ask you why you are asking me these questions? Is this my appointment? She said I am triaging you before putting you through to the list for a GP phone appointment (they are still doing all initial appointments over the phone). I asked if she was a nurse then or medically trained and she said no I am a receptionist but the GPs give us this list of questions to ask before we decide whether to put you through for an appointment or not.

AIBU to think that they shouldnt have non-medically trained people triaging attempts to get a GP appointment?

Its not so bad in this instance - the receptionist and the rest of the surgery now know I've got symptoms of a possible chest infection (its open plan and they're in the main reception), so what?. But bearing in mind she'd just confirmed my name, asked for my date of birth and echoed it back at me over the phone in front of who knows who standing in line in the surgery in front of her (that I can't see and could be my neighbour for example). What if it had been a call about depression or mental health/suicide or domestic violence? And more fundamentally than that, is it really appropriate to have non-medically trained reception staff, not bound by the same professional conduct standards as doctors and nurses, deciding who actually needs medical attention in the form of a doctors appt, and how quickly, or not?

They are doing their job. Especially if they think it’s related to covid. I’ve currently got long covid and they ask all those questions every time. It’s standard now. They have to prioritise people and you needing antibiotics could be seen as low priority to other cases etc.

Well it obviously wasn't as I've just sent DH out to fetch the antibiotics.

The GP also warned me about (and very carefully checked that my symptoms didn't indicate) a PE - apparently you are particularly succeptible to blood clots at the end of Covid, which I didn't realise, and this can be confused with chest infection symptoms (chest pain, shortness of breath). The receptionist didn't ask me about either.

They are trained to ask questions and write down the answers for the doctor to see, they won’t be making the decision to call or not or give you an appointment

As to not being trained etc etc they will sign a declaration of secrecy, the issue of speaking in front of people queuing is something you could address with the practice

111 operators are not medically tra8ned, the6 follow a script asking questions and refer if necessary

You are being precious

people with health anxiety booking spurious appointments

You sound like a right charmer, people with health anxiety do not book spurious appointments.

No more spurious than you booking for a chest infection.

It’s a symptom of the NHS being free at point of use. Where I am from originally you phone up and ask for an appointment with your dr, and usually get one as soon as you require it. (And it’s not the US) No explanation/justification required by the receptionist. Not being told the next available non urgent appointment is 6 weeks away, not being able to get through because the reception has to ask a barrage of questions. So many people keep saying the NHS is broken but no appetite for fundamentally changing it.

I used to be a receptionist and it’s part of the job and it’s the Gp who insist on it. It’s not really any different to 111 or an ambulance they are trained call handlers not doctors. Firstly it’s to give them as much information as possible and if they have twenty people on the list and they see something that is concerning them they can ring that one first. The other reasons are you maybe able to see someone else more suitable eg physio, mental health nurse, nurse practitioner for your problem. Also sometimes people just are not sure how the system works so try and book same day appointments to get repeat prescriptions when the receptionist could organise that , or want the doctor to fit a coil and don’t realise they need to have a discussion with the Gp first then swabs ect. I understand about the confidentiality and definitely think it’s difficult if they have the person on the front desk rather than back office taking phone calls, do you think this was the case ? Good luck with your appointment and it’s always worth mentioning of you are concerned and perhaps when you see the doctor you can discuss it with them

@pawpaws2022

They'll have set questions It's the same as if you ring for an ambulance, you aren't speaking to anyone medically trained then hit they are able to triage appropriately

Same as when you call NHS 111. You're speaking to someone trained in telephone triage. Not, medically trained.

Bottom line. The smartphone is not a personal hotline to God, a perfect pizza, free legal advice, or a really reliable rich and handsome prince who just can't get a date.

Normal procedure though frustrating.
I hope you get the antibiotics and push for them, highlighting the length of time you've been unwell and that you now have a secondary infection. That does sound rotten the way it has lingered plus all the fatigue too. Take care ❤

Reception staff must be getting a lot of grief as out surgert now has a recording from one of the doctors asking that we please give a few details to their colleagues on reception so they can direct you to the best person. We have nurse practitioners who are very good and sometimes you get an appointment with them. If anything they are more thorough than the GPs and will habd out painkillers and antibiotics if needed.

I am always happy to give the receptionist chapter and verse. They are just doing their job and will have been trained to triage to a reasonable extent. I have never been refused an appointment. They are always by phone initially and then in person if the GP/NP deems it necessary. I actually like the current system.

people with health anxiety booking spurious appointments

hit a nerve? This line comes directly from their newsletter in fact where they recently explained why they have introduced extra overflow capacity for booking appointments and have asked people to only book same day appointments if it really can't wait. It lists health anxiety (along with repeat prescriptions, contraception advice, menopause advice, travel vaccinations and work medical systems) as conditions which should not be booked under same day/emergency appointments.

@Seenoevil1

Normal procedure though frustrating. I hope you get the antibiotics and push for them, highlighting the length of time you've been unwell and that you now have a secondary infection. That does sound rotten the way it has lingered plus all the fatigue too. Take care ❤

Thank you for your message, that's really nice. I am fine thank you, just glad the initial 4 weeks of Covid is pretty much done now. I just really want to nip the secondary chest infection in the bud as I am sick of being ill now and have loads of work to do!

I've already got the antibiotics now so hopefully that will do the trick. The GP phoned me back really quickly and after doing a full history etc and warning me to be on the look out for blood clots (cos I have chest pain, obviously, but not the concerning type) he immediately sent the prescription down to the pharmacy (that system works really well!).

@LadyPropane

Are you suggesting that a doctor or nurse should be sitting on a GP reception and taking phonecalls? That would be a massive waste of resources.

If not this, people think they should be given all the appts they ask for

No need to deal with lowly ‘receptionists’

Simply say 'my condition is of a sensitive nature and I only wish to discuss it with the Dr. Please put me on the list for a call back. If you refuse to do so, please let me take your name so I can complain to the practice manager.'

Works for me! I never tell a receptionist anything other than what I want the next steps to be.

No we aren't. I was a doctor's receptionist and you don't get any training lol. You just treat patients like crap for some reason. I never did, I enjoyed helping people but most staff in those places are simply on a power trip and there is no training on how to triage, it's all just about saving the doctor's time. Most people don't need to see a GP, what can a GP really do? They are prescribers and rerefers, and if you are calling a GP for a situation and not the A&E then it's likely there's not much wrong in the first place.

I think triaging like this is OK, but I would object to them repeating my name and date of birth in earshot of everyone in the surgery.
And it doesn't matter whether or not the receptionist or other people in the surgery 'don’t care' ; it's sensitive information.
I'd contact the practice manager about it.

If you had spoken to me and said you think you had a chest infection I would have asked if you were coughing up phlegm, any other symptoms and if you had any allergies to antibiotics. You would be put on the GPs list for a call back then I would take the next call.

Different surgeries, different procedures.

I recently spoke to my GP over the phone as my little girl was ill. He had another 80 patients on his list to call that day so heaven knows how many there would be if we’d not been triaged beforehand.

@Narutocrazyfox that's a mean thing to do.
Hoping that you will frighten someone doing their job by threatening to complain to the Practice Manager to get what you want.

@JustOneMoreStep

'Sorry, its personal' works for me. No way am I discussing my medical care with a receptionist, besides which my medical history is complex so something seemingly straightforward like a chest infection could be very serious compared to a patient without my history. A receptionist has no way of knowing that.

I agree with you. My issue would be that non HCP’s are not bound by confidentiality like HCP’s. So there was nothing stopping op mother having a good gossip. However I know its the system and hope there are more respectful receptionists out there with peoples confidential information than not.

When I was last in my doctor's surgery, the receptionist was quizzing a woman over the phone, very loudly about her child's bottom and what was wrong with it. Obviously the person on the other end of the line was anonymous but I was shocked that this was allowed in a public space.

I'm glad you've managed to speak to a GP, OP and wish you a speedy recovery.
Our surgery operates this system, and I have to say, they're absolutely fantastic. They've all been so amazing though the pandemic and I do prefer to do the phone consult if at all possible as it saves time all round.
On the flip side, my DMs surgery have been absolutely awful and use the system as a shield to bat away patients (I'm not being dramatic, they are known for it locally), and do not follow protocol for CEV patients, so I do see where you're coming from

Yanbu op and people are just being arsey for the sake of it. I dont want to give out private infornation to a person who is not entitled to it.
Im currently not on the medication I need and Im spiralling. The reason for this is I literally cannot take the task of trying to get to speak to an actual gp. I have phoned for two weeks straight before with it constantly engaged. Get through told no appointments. Rinse and repeat.
Its ansolutely wrong that we have been trained to believe that we are not allowed to criticise the nhs.

@troysMammy not mean in the slightest! If they're doing their job properly, they will put you on the list without any further questions.

I do this every time I ring, they are usually happy to put me on the callback list without issue. I've not had to complain about any of them yet! Plus I'd only mention complaining if they tried to block my access to a doctor. I only ever ring the GP if it is for an urgent issue that cannot be treated at home, and by that point I really don't need a box ticking exercise from a receptionist wasting my time any further.

If the receptionists didn't ask what the problem was, you'd never get in.

In DS1's case, the receptionist clearly flagged the issue and we were on the phone with the GP within half an hour. And in hospital that morning.

If they didn't ask, it could have gone very, very wrong very quickly.

I've never had a problem. If I want to see a doctor I have to speak to the receptionist, who are DOING THEIR JOB.

@diddl

I can see the theory behind it-but isn't it just clogging up the phones?

Not sure I understand your point. Would you rather everyone who asked for it was given a go appointment, had to wait for that and then be sent in to the right person to help?