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

@31flavours genital problem would have been enough.
@Manekinek0 something that can't wait until the next working day e.g. Infections of the chest, urinary tract, ears, eyes, skin. Pain where over the counter pain relief isn't effective, adverse reactions to medication including recently prescribed antibiotics to name a few.

There is good and bad in all people, jobs etc. I think the trouble has started because of the process of getting an appointment at our surgery. You have to phone at 8.00 am and 4 secs later a voice tells you you are 54th in the queue! I have never had a run in with the surgery but I have felt annoyed at some receptionists. I think one f the issues is that patients cannot get an appointment (especially for a sick child) and some receptionists don't seem to realise that many patients are distressed, and I think that should be taken into account

Place marking!

*@Dinoteeth
The whole phoning at 8am is blinking stupid, people don't want to be discussing medical issues in front of kids, or on a train to work, even driving trying to concentrate on the busy traffic while dealing with hitting redial on the phone.

Not to mention the stress of do you start heading to work knowing you might need to come back for an appointment.*

This is my biggest bugbear also - in fact, as I work FT and leave the house at 7.45am, it makes it impossible for me to set up a GP appointment full stop. This really isn't fair on working people.

Although unfair, and I wouldn't do it, I would imagine this is the main reason GP receptionists get so much stick. Not their fault though as they don't make the rules.

I moved surgeries as the reception staff at the previous surgery were very passive aggressive, rude and unhelpful. The doctors weren't much better.
At the new surgery, the receptionists are helpful, pleasant and professional. Apart from when I am actually in the surgery in the waiting room. Then they gossip, talk loudly and lark about. Patients can hear them but they don't seem to care. I am really amazed they haven't been disciplined but perhaps they pull their socks up when the doctors are around. No one wants to hear about their personal lives or opinions whilst waiting to see the doctor.

Your job sounds varied but I wouldn’t want to do it (sorry).

The receptionists at my surgery are ok, not particularly friendly and some are quite condescending.

Fortunately I don’t at the moment visit the surgery but am relieved when I manage to be seen.

The other issue is this having to tell the receptionist what is wrong with you on the phone, then having to wait ALL MORNING, or ALL AFTERNOON for the doctor to call back! People have to work, are in meetings, with friends or can be overheard. I find it staggering .

The current receptionists at my GP are great. Always professional and polite and helpful. However going back a few years there was a receptionist who was really rude to everyone. She made me cry when my then 6 year old was really sick.
Since she has left all the staff have been brilliant.

I've personally never had problems with doctors receptionists. I don't mind saying what is wrong (within reason) and understand you will prioritise most urgent cases.

I do have a problem with the way my GP shut its doors 2 years ago and I've never been able to get an appointment since. I've used all manner of other services (urgent care centres, chiropodists, chemists and opticians mainly) without going to my GP because its so hard to get an appointment.

Also why do GPS dress like they're in a biohazard zone? Plastic aprons, plastic gloves, mask, have to sit miles away etc. Everyone else who has to work doesn't dress like this. It's ridiculous.

I really don’t understand why they are advertising to take more patients on -I’m going to ask manager when I’m next at work! Good question!

Lots of ppl here are getting really cross about my answers as they have had such unpleasant experiences- I have said so many times, and in my opening post - I can only discuss MY surgery. Reading lots of comments here I think my surgery must be fabulous!

We don’t ask if it’s an emergency unless there are no appointments left. We book in on a first come first served basis….ongoing cold symptoms….leg no better…..review….sicknote….changing mole….breast lump….

The phones are busy from 08.00 to 08.15….still appointments left. Nobody is ever on hold for long, no longer than five minutes at opening time till 08.15. They fill up as the morning goes on till none left.

For an appointment to be an emergency - we class emergencies as anything that may need a 2 week wait ( breast lump, rectal bleeding, changing moles etc ) Or someone with a known problem whose symptoms are worsening .

Luckily at our surgery we do book appointments in the future, for ongoing issues, reviews, sick notes renewals. We also have allocated appointments available for reviews that dr has requested. Also appointment slots for e-consultations that come in.

For anyone who cannot ( and shouldn’t !) wait on the phone for hours at a time / work/ children - I would suggest you go to your GP surgery website and complete an e - referral. In this referral type in what time you would like to be contacted. If it is urgent the form will tell you the date the surgery must contact you by. ( usually anything from same day to three days )

When ppl ring for an on the day telephone appointment , some ppl ask if the call can be between 11 or 12 or after 15.30…. I add this request as a note under their appointment. Understandably, lots of ppl are unable to hang around all day for a call!

@NellGwynne

Also why do GPS dress like they're in a biohazard zone? Plastic aprons, plastic gloves, mask, have to sit miles away etc. Everyone else who has to work doesn't dress like this. It's ridiculous.

Why do you think? It could be as though they see some of the most vulnerable people in society and want to take measures to try and avoid catching stuff they could pass onto them. They also see some stuff that to be honest I wouldn't fancy catching.

@BattenbergdowntheHatches

The problem with that *@gemdotcom* is that it makes GP appointments inaccessible for people with a job. It's tricky enough with a desk job - very hard to guarantee that you won't be on a call/in a meeting/popped into discuss something with a colleague during a massive slug of time. like that. And they're the lucky ones - bus drivers, checkout staff and teachers have no chance!

I know we're told this system is here to stay, but it's absolutely for the benefit of GP's/practices and has been introduced with zero thought to patients' needs. Not everything requiring a GP needs you to be off work - far from it.

My surgery uses askmygp. Which is brilliant.No longer hanging on the telephone 📞. I am currently building a CV of health problems and have had no issues with any of the staff. What does irk me is the benefit sites where the Drs are issuing fit notes by the bucket load. In this day and age there is no excuse to just not turn up at an appointment. No idea what can be done.

You do a top job. The receptionists at my surgery are on the whole helpful and very lovely.

NellGwynne Mon 21-Mar-22 19:19:10
Also why do GPS dress like they're in a biohazard zone? Plastic aprons, plastic gloves, mask, have to sit miles away etc. Everyone else who has to work doesn't dress like this. It's ridiculous.

I think they wear all the equipment is due to the extremely vulnerable or palliative patients they see on their home visits. Plus, may be to protect themselves! None of the receptionists wear masks unless we’re in public areas - we have been told we have to.

@TwistedSisterUK

NellGwynne Mon 21-Mar-22 19:19:10 Also why do GPS dress like they're in a biohazard zone? Plastic aprons, plastic gloves, mask, have to sit miles away etc. Everyone else who has to work doesn't dress like this. It's ridiculous.

I think they wear all the equipment is due to the extremely vulnerable or palliative patients they see on their home visits. Plus, may be to protect themselves! None of the receptionists wear masks unless we’re in public areas - we have been told we have to.

Fair enough if it is a home visit to someone vulnerable but I’m talking about in the surgery during a routine appointment.

All of the GP Receptionists and Secretaries at my practice are lovely. I realise I am lucky in this. One was so lovely, I've never forgotten her years later; I was having the first panic attack of my life, and genuinely thought I might die (you have no rational thought during it.) I called after it, to get an appointment to speak to my GP, as this was after a sustained period of bullying in my workplace, and this was the final straw for my health. I couldn't stop crying on the phone, and she was so lovely, that she actually called me back about an hour later, to check I was ok, as the appointment wasn't until later in the day.
I've never forgotten how kind she was to me.

My GP is fab too, but the conduct of the support staff is one of the main reasons I stay there. I know it's by no means an easy job - and there's a lot of unfounded abuse. I think it's a tough ride sometimes, and I always thank them for their help, and time, when I call, or am in for any reason.

I live in a deprived area full of people who don’t speak English very well. I’ve been with surgery for 10 years since I moved to the area and there are a couple of receptionists who speak to these people like trash. And then when a white British person comes along they’re really nice to them. Certainly not my imagination. And sad thing is these people won’t complain, they will get upset and start shouting themselves and then get labelled as the aggressors. I understand some of the patients may be rude or aggressive etc and you have to deal with them how you do but I’m at the back of the queue and these people that I see are decently spoken people polite even if their English isn’t very good and often wonder why people in these roles have to speak to people like this. This particular receptionist tried to speak to me like this too and when she realised I was quite assertive and could speak English ‘properly’ despite how I looked she watched herself a bit. This particular receptionist has sorted herself out recently which I don’t doubt is due to informal complaints from people like me as I had a moan to the GP who wasn’t happy. I just think treat everyone as individuals, not stereotype them because they come from a particular background. People lose trust. This is just at my surgery and the only reason I stayed here is because one of the GP’s really good and really understands my condition, takes time to listen to my concerns and doesn’t talk to me like trash. I know you’re a good one but hope you understand people have good reasons to have a negative view of the ones at their surgeries. I don’t think anyone thinks all receptionists are like this but the ones they have to deal with.

Five receptionists at my GP. Two are decent human beings. The other three are nasty, nosy individuals who should not be in the job they are in. In fact, one is about to lose her job simply because she is nosy and belligerent. She is on last written warning and is getting disciplined again for attitude. How do I know? Several of us patients put in a collective complaint and I was told on the QT. Receptionists need some info but not a full medical history. It is none of their business. This particular receptionist and her two nasty colleagues want all details with bells on.I asked the practice manager to put up a notice re how much info receptionists need and it is not the extensive questioning these women do. Power corrupts...

This same receptionist also would not let me have water when I was heavily pregnant and I thought I was about to faint so desperately worried I asked her but she refused so I called my husband and went home and missed my check up. I really wish I had made a formal complaint.

I think sometimes processes and rules at the surgery are what causes issues. I do not like the fact that the receptionist with no medical knowledge decides if I can see a Dr and I have to tell them exactly why I need to see the Dr. For example I've had 3 lots of thyroid blood tests that have been abnormal and each time I've asked to see the GP because I've also had symptoms I'm concerned about. Each time the receptionist has refused and said the GP will ask to see me if he feels he needs to. In the end I asked the HCA at a check up about it and she agreed I should see the Dr after looking at my results and said I'm entitled to see my GP if I have concerns. I could potentially have hypothyroidism or thyroid cancer so if I do who do I blame for the delay in any treatment?

Also I have to correspond with them and secretaries as part of my own work and find their IT skills and knowledge poor and they seem quite outdated the way they communicate. Some reply to emails with letters instead of the email! Or scan documents 1 page at a time so if they send us a 12 page document we get 12 attachments!

I was thinking about this thread earlier. I remember one day, when one patient was threatening to sue the surgery, and the next gave us a bottle of wine!

I mean I don’t really have an issue with the receptionists at my GP’s. They’ve always been ok.

My only issue is not being able to get a face to face appointment for the last 2 years.

I used to be able to book appointments in advance online. They removed that facility at the start of Covid and it hasn’t yet been brought back. Given that everything has opened up fully now and that receptionists, Nurses and hospital consultants are having to deal with the public as normal, I’m failing to understand why my GP’s are still going down the telephone appointment route and avoiding us. Apparently it’s ok to put you guys and the nurses at risk, but the GP’s are still in hiding it would seem.

Not something I suspect you can answer though, given you don’t work at my surgery.