I’m a GP receptionist and prepared to be honest about my job.

[TwistedSisterUK]

Hi all, as title says, I’m a Gp receptionist. After reading all the irate, insulting, rude and misinformed threads on here I have made this account!

Please feel free to ask me anything and I promise to answer honestly, even though my opinions and thoughts are likely to make me very unpopular here. I’m prepared for it , having read dozens of previous threads where we are called lazy, rude, power mad, bitches and more…..

I have done this job for 12 years, it’s hard work but can be at times extremely rewarding . I work with a great team. My opinions are only about my job, my day to day dealing at the surgery I work in.

First of all, to the ppl who think we just answer phones and ask patients to please take a seat - I wish!! Lol.

I deal with chemists, pharmacists,hospital secretaries, emails, post, 100s of clinical letters and test reports, arrange all referrals, do all test requests, type all clinicians letters, new patient files are refilled, files from patients leaving must be found and returned, clinical letters received are scanned , coded and actioned, translators requests, letters to be typed up and patients to be called to arrange reviews, Imms,smears etc, the loaning out of medical equipment - there’s lots more but hopefully you are getting the idea that my job involves far more than answering the odd call.

So, the bits you, the patients see and hear are a small bit of my job.

I have to go out today but will be happy to answer any questions any of you may have but I’ll start the ball rolling here about the “ magically appearing appointments “.

I read a lot of complaints here that you call and there are no appointments….then….lo and behold,….after more conversation an appointment is found! This is because I can put it down as an urgent call. If it is NOT an urgent call I will be reprimanded by my manager and if this continues I would possibly lose my job.

I am simply not allowed to continually add more and more patients to be added as “ extras” They are called extras as there genuinely are no appointments left.

When I return I’ll move on to the why we ask the reason for your call! Please be assured I do not think myself in anyway medically trained nor do I even like asking - I have to ask - it’s my job.

I promise any questions or comments will be answered in all honesty! I’m wearing my hard hat…..lol

[quote TroysMammy]@Butteryflakycrust83 shall I just take it when you goad people about a job they do just so you can prove a point? I've never been aggressive in my job and I've never been told to fuck off like my colleagues have, however I have been threatened with rape.[/quote]
Im not being goady. This is a thread with people giving their feedback and experiences on a well known stereotype that GP receptionists can be beyond rude and unhelpful . Enough people, myself included, have acknowledged that its a difficult job.

You are making this about you, and its not.

You think you are good at your job? Fab! Scroll on.

@C8H10N4O2

Nhs Digital does do a breakdown every month and splits face to face in surgery from video , this covers all HCP
Dec 2021 scroll along the top to table 2c files.digital.nhs.uk/08/D994ED/GP_APPT_Publication_December%20_2021.xlsx

Why do you say their are no appointments left when there are?

OH shares a name with another patient at his surgery (full name including middle name the same). There have been numerous mix ups, including OH being asked how his kidney disease is, being called for the first covid jab then turned away, other incidents of information being shared which clearly relates to the other patient. Dates of birth and addresses are different so it's a mystery why this can't be resolved by the surgery, especially as it leads to breaches of both patients confidentiality

[quote FelicityBennett]@C8H10N4O2

Nhs Digital does do a breakdown every month and splits face to face in surgery from video , this covers all HCP
Dec 2021 scroll along the top to table 2c files.digital.nhs.uk/08/D994ED/GP_APPT_Publication_December%20_2021.xlsx[/quote]
But as you say that covers all HCP. That breakdown is better than when they started publishing appointment data but it doesn't report on GP in person appointments.

Two of the practices neighbouring on to mine operated a "shut doors" policy for GP appointments whilst having the reception team and nurses and pharmacy specialist in the surgery throughout seeing patients in person.

A specialist nurse at our practice who also runs clinics at other local practices was scathing about their prioritising the clinics and services which had to be done in person and which attracted the payment milestones whilst not providing in person GP appointments.

You could similarly look at those stats and say "great, half of all appointments are same day" (I have heard this claim) whilst ignoring the fact that most patients have no choice and ignoring the cost of many millions of productive hours trying to get those same day appointments morning after morning even for follow ups.

I know this has been discussed, but this varies massively by surgery/doctor. I have met plenty of GPs who introduced rhemself by their first name - "I'm FirstName, one of the GPs" or sometimes "I'm Dr FirstName". I don't have a problem with Dr Surname either though, I always assumed doctors introduce themselves as Dr Name so you know they are a doctor! Because practices have plenty of other allied HCPs these days so it's good practice for all clinicians to tell you their job title at the beginning of the consultation. I have mostly been called in to the room/referred on the phone as Mrs Surname too. The only exception I can think of is my fave GP who briefly worked with my DH who is a HCP and we both just use first name terms due to familiarity. I can't think of a single time I've seen a doctor and they've used my first name but referred to themselves as Dr Surname tbh.

what is your AIBU @TwistedSisterUK?

@Butteryflakycrust83 no it's not a thread about giving feedback and bad experiences people have encountered. The title of the OP is "I'm a GP Receptionist and prepared to be honest about my job". As always these type of threads always get derailed with people's bad experiences.

[quote TroysMammy]**@Butteryflakycrust83* no it's not a thread about giving feedback and bad experiences people have encountered. The title of the OP is "I'm a GP Receptionist and prepared to be honest about my job".* As always these type of threads always get derailed with people's bad experiences.[/quote]
Perhaps because bad experiences are all too common.

@Butteryflakycrust83 I agree, I've seen and heard it in the surgery I work in and I cringe at the crap patients are told and the way it's said but you can't tar us all with the same brush.

[quote TroysMammy]@Butteryflakycrust83 I agree, I've seen and heard it in the surgery I work in and I cringe at the crap patients are told and the way it's said but you can't tar us all with the same brush.[/quote]
I assure you again, that absolutely no one has said ALL receptionists, because hopefully that's obvious.

But it appears its the vast majority in the NHS Sector.

@NorthernSoul55

OH shares a name with another patient at his surgery (full name including middle name the same). There have been numerous mix ups, including OH being asked how his kidney disease is, being called for the first covid jab then turned away, other incidents of information being shared which clearly relates to the other patient. Dates of birth and addresses are different so it's a mystery why this can't be resolved by the surgery, especially as it leads to breaches of both patients confidentiality

@NorthernSoul55

Exactly the same has happened and is still happening to me, and in my case the middle name is different as well! Numerous bad situations have resulted including prescribing medication which was dangerous when in combination with my existing medication.

I just don't understand why there aren't standard checks to avoid this. My surgery couldn't care less, they just laugh when I point out the mixups and imply it's my fault for having my name!

I was a GP receptionist until I left last year to have my son. I’d like to think I was one of the nice ones, I worked with some really unsympathetic colleagues and I was always the one that stayed on to answer the last calls coming through at one minute to 6pm when everyone else was standing by the door ready to leave.

There was a horrible receptionist myself and my sister had to deal with at our GP surgery on separate occasions who had made us both cry. When you are there to see the doctor for anxiety and depression, being snapped at was the last thing you need. Luckily she doesn’t work there anymore.

I just want to say thank you @TwistedSisterUK - the receptionists at my GP practice are super to deal with. I’ve found them chilly at times, as soon as you’re pleasant and grateful they warm up. I hate that they’re obviously ready to be sniped at, being on the receiving end of horrid people must be the norm. What do teams like as a gift to say thanks? Chocolates, biscuits, something healthier?

In my early 20s I had a sexual mishap where I bent my knob (well the lady I was with did). Being forced at the reception desk to outline the reason I was seeing the doctor, when I clearly was uncomfortable as a relatively sexually inexperienced young man who couldn’t get a hard on for month was not right.

I was asked what I was there for and felt forced to provide details as to the exact anatomical location of my “injury”.

You do a hard job, no one denies that but every GP I have had the receptionist always lack empathy or respect for privacy. We blokes die in droves because we don’t seek medical help or advice for treatable ailments before they become terminal. Not saying this is the fault of medical secretaries but I can’t say they help.

I think GP receptionists can make or break a practice

I also don't think it's too strong to say that they are indirectly responsible for whether some patients live or die, or live in pain, or get the help they need.

Both the receptionists and drs at my practice are fantastic not one bad word to say about them but at my dentist that’s another thing the reception people are just plain rude I’ve even heard them slag patients of behind there backs

Thank you for all your hard work. You and your team are appreciated. Like any business some staff are rude and lazy and some are polite and work hard. I've known unhelpful staff in all area's, not just GP reception. Mine is currently great, I get them little thank you at Christmas and left a five star review so they'd know they are appreciated. Stay Safe

Hats off to you! I don’t think some people realise that there isn’t a limitless number of appointments and you have to ask so you don’t get people with a slight sniffle taking an appointment that someone with a more urgent problem could have. It’s basic common sense surely? But then I think we all know a lot of people don’t have that.

A friend is a GP (practice partner) who stated that she always worries about reception staff turnover as they only get minimum wage so could leave if it gets too much with the abuse.
My question is - why not pay your reception staff more than minimum wage? Especially as you've indicated OP they have a wide range of responsibilities not just answering the phone!

The receptions are lovely at my GP - couldn't be more helpful.

Not all complaining

@reesewithoutaspoon

One massive thing that would stop a lot of complaints and anger/frustration would be sorting the appointment system out. Currently lots of places still operate on call at 8am and pray to the gods that:

A) It actually rings and isn't engaged
B) you get in the queue for appointments
C) you don't get randomly disconnected after hanging on for ages.

If you don't succeed you're supposed to repeat this again the next day and the next etc until you win the phone in lottery.

People work, have school runs to deal with and this is probably the most inconvenient moment to be fighting a poorly designed system

This. By the time I've finished the school runs there aren't any appointments left for the day. Surely there must be a better way to allocate appointments so everyone has a chance to be seen.

Late to this and haven't had a chance to read the whole thread but if it hasnt been covered what is classed as an emergency? Whenever I ring my GP for an appointment I get asked if it is an emergency. I always say no because if it was an emergency I would attend a+e.

What criteria do you have to assess whether someone gets to see a GP in person, soon, or has to wait a month for a telephone appointment which may or may not occur?
Why are GPs advertising for new patients when they say they are overwhelmed with patients?

I’m a retail manager, please believe me I understand that the general public can be arseholes! The world has become a very entitled place! I couldn’t do your job in a million years, I’d be sacked in a week