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 CountryGirl17]@TwistedSisterUK

My GP surgery is in a mess. Everyone in my town is complaining. The quality of service has dramatically declined and the GP’s are failing to diagnose the simplest of medical condition. The surgery is empty most of the time, car park deserted and the surgery closes for ‘training’ inconsistently without making the public aware on social media, website etc. Meaning people can’t get appointments. With GPs seemingly working part time on full time salaries, some of these GPs are earning £15 per vaccination. GPs and other medical workers are earning very well out of the pandemic. The NHS is in a mess because poor managers are operating to suit themselves. So, unfortunately, receptionist take the full weight of complaints as patients who can’t speak to their GPs. But, since when was the last time you heard a doctor apologies for any fall in service levels? The answer is never. If you got the same poor service in the private sector, in some cases you’d be damaging discounts, money off or free products/services. Think out it. After all, the patients are the customers paying for the service.[/quote]
The above was in response to @homemadecookie

“ We are still working under COVID restrictions which advise to reduce footfall to the practice and we don't want stacks of patients waiting in waiting rooms like before. We don't give set times for phonecalls because we are actually doing more triage/ phonecalls than ever, some of them take 10 mins, some 20 mins and some are frequently taking longer because they have booked for one problem then due to covid and not attending, they added on another 3.”

We have three receptionists at our surgery. Two are so lovely and understanding. One is the type that gives all GP receptionists a bad name and if she answers the phone I inwardly eyeroll. I had to take my son to a face to face appointment yesterday and left us standing outside while it was snowing with no explanation - just came over, opened the window, I said "we're here for my sons appointment, it's at x time, with y doctor" and gave sons name. She shut window, pulled down blind and nothing else happened! After 5 minutes she came to the door, opened it, pointed thermometer at us and barked "upstairs, but you are now late". Er. We were 5 minutes early when we actually arrived!

I'm really late to this (mainly because trying to read a long thread in 1 sitting seems impossible!) but wanted to share an observation from personal experience: for all the fantastic employees, there also seems to be a certain personality type that are drawn to roles where they wield 'power' - So in the same way that over the years I have met many brilliant, hard-working, compassionate and dedicated Dr's, nurses, police, social workers, teachers and such like, there are equally a small but very vicious, vindictive and power hungry quorum who thrive on the misery they can inflict by virtue of 'doing their job' It is these people who give all the good ones a bad rap. I think certain professions that require people skills attract the nastiest types who revel in withholding or even making a service worse. I've had this discussion with friends employed in these sectors who concur and shudder when they come across them or work with them - 1 bad apple and all that.
@TwistedSisterUK reading your posts you come across as one of the very commendable and compassionate GP receptionists so thank you to you and your like minded colleagues.
As a parent of DC with ASC/PDA as well as 3 with complex medical/physical health and care needs, I cannot praise our GP practice staff enough. During the height of covid and in the ongoing aftermath, reception staff, HCA's etc have all gone above and beyond when needed; because of the varying care needs of my DC, it can be very tricky to immediately get the right service provider or professional involved but they have kept me informed of what is being done, time frames where possible and even if they don't have an answer there and then, given me updates of when they will be back in touch - & stuck to them.
I have taken in boxes of chocolates and biscuits, wine, cards and flowers from time to time just to show appreciation. I do the same for those in some of the other roles I have mentioned above too - not because I'm trying to suck up, but because their actions have genuinely made my life at the very least a little less stressful & at certain points literally saved my kids' lives.

What do you mean when you say you code clinical letters? Only asking cos I applied to 2 surgeries as a receptionist and I saw coding in the job description. Also, how do you deal with difficult customers on the phone and in person?

GP surgeries have a giant database with every patient having their own records. Information from letters, appointments etc are entered on the database. Information is entered using certain codes for ease of entry, uniformity etc. it also allows searches to be made, so every female who hasn’t had hysterectomy can listed and then sent letters for a smear test etc.

You don’t have to know every code. Usually entering ‘prescription’, hysterectomy, amputation etc will bring up the code for you.

Regarding difficult patients, you basically need to find out the root of their problem to assess what they need. Some are angry because the system has let them down, frustration or they’re in pain ( although some can just be idiots). Practises will have policies and procedures to deal with them. It’s actually quite satisfying when you have an angry person on the phone, you resolve their problem, and they end up thanking you!

I joined the 8am rush for an appointment, actually secured a 9.30am appointment, signed in on the automated screen at 9am, by 9.45am (signs around surgery saying if you haven’t been called, please speak to receptionist) only to be told I wasn’t there & I hadn’t checked in, you’ve lost your appointment, try phoning tomorrow at 8am again. Tried reasoning with receptionist, she wasn’t having any of it!!! So frustrating.

Thank you 😊 so much for your reply.

Just commenced my role as a receptionist in a GP.

challenging:

background: GP policy, patient should request GP appointment online. several experienced receptionists will triage. they book GP appointments for the patients, or send a link to patients' phone to book in .

1. we, the receptionists on the phone, are not allowed to book GP appointments in advance unless specifically requested by the doctors. consequently, we can only book slots on the same day. unfortunately, these appointments are quickly filled and occupied before 9am. as a result, patients who call in may experience a wait of approximately 45 - 60 mins, only to be informed that no slots are available for the day.

(endup: I was blamed by patients.)

1. patients then try to book for urgent telephone appointment. however, we can only reserve the slots for cases deemed 'urgent'. my supervisor gave me a simple list indicating the criteria for 'urgent' cases.

the first few days I mistakenly book in for non-urgent case, as the patients said they really need to talk to the GP, it's urgent. (endup: the doctor who was on duty, complained to my supervisor, and I was warned by my supervisor in front of all the staff.)

1. I do understand every single call, is someone on the other side of the phone , he/she is struggling with medical problem, just the problem is not 'urgent', with reference to the list of 'urgent' cases.

as I have learned a lesson as per point 2 above, therefore, if their cases are not 'urgent' , I can only inform the patients there is no available slot for them. (endup: I was blamed by patients.)

1. I do understand we are not clinical. at the same time, I do understand patients do not want to disclose their medical problem to the GP receptionist.

however, if I do not have this information, I can't determine whether his/her problem is "URGENT" or not. (endup: I was yelled by the patient , saying: you are not clinical, what on earth I should tell you my medical problem! I just want to talk to clinical ones!)

1. okay, I request the patients to go online to submit the request for GP appointment, patients said it is very urgent, they must speak to GP today.

You need to give me an appointment! some patients said, 'if I have any medical issue, you are the one who is responsible for this'. (endup: I am really speechless. I can only repeat, unfortunately there is no available slots for today. if your medical problem is really urgent and emergency, please call 111 or 999 for help.)

Sometimes, I asked myself, what am I doing ?

I am seeking guidance from experienced GP receptionists on how to manage all these.

It's not your fault, we know. You are doing your very best in an enormous creaking machine that is the NHS. Thank you for your post, it raises interesting questions. I have much respect for you and your colleagues.
What do you think could be done in practical terms to make it better for the patients and you/ other staff? I hope you are allowed to participate in meetings and focus groups to improve the workplace. Can you think of ways we as patients could make our lives easier when navigating the service? (other than please stop moaning for appointments that you cannot offer!)
Or financially, can you see where money is being wasted? Is it simply there is not enough funding for an extra GP/ Nurse when you need one for example?
What one key thing would you change about the UK GP system for the better of patients and staff?
Soz that's a lot. haha.

@AJ03323 how long do you think you would keep your job if you said "I am following the GPs instructions, if you have any issues, please raise them directly with the GP" or "you should leave a truthful review and write directly to the practice manager".

FWIW I've had the sort of obstructions you describe for 40 years, depending on the practice I have been registered with. It isn't new at all.

@AJ03323 welcome to the world of being a go’s receptionist!

1. Frustrating for patients and you when there are no appointments available.

2. Beginners mistake. It was unprofessional of supervisor to tell you off publically. A quiet word would have sufficed.

3. One reason I gave up was because we always got the blame.

4. Tricky. I can see it from both sides. I do think go receptionists are asked a lot of considering they are usually minimum wage paid. Pharmacy assistants have to do training to work a pharmacy, but go receptionists rarely get the same clinical/basic training.

5. Stuck in the middle between patients with genuine needs, and doctors who have no slots available. Hated this.

spent some time, I tried to read all the posts in the thread.
and I learned a lot here.

@BobbyBiscuits
I am a new GP receptionist, 2 months working experience.

What do you think could be done in practical terms to make it better for the patients and you/ other staff?

>from my observation, the root cause is: not enough clinical staff.
>demand > supply.

I hope you are allowed to participate in meetings and focus groups to improve the workplace.

>at the moment I am not aware of any.

Can you think of ways we as patients could make our lives easier when navigating the service? (other than please stop moaning for appointments that you cannot offer!)

>I am a patient and registered with another GP surgery. For monitoring, I will raise online request to arrange my blood test in advance, and request a follow up appointment with the GP after 1-2 weeks of the blood test. For occasional illness, I will raise the online request at 8am to my surgery. I had 2 times having appt on-the-same-day, those cases are urine infection and sinusitis. However, for other illness (now I understand these illness are not 'urgent' in the eyes of clinical), I was given an appointment which was 3 weeks afterwards.

@BobbyBiscuits
Or financially, can you see where money is being wasted? Is it simply there is not enough funding for an extra GP/ Nurse when you need one for example?
What one key thing would you change about the UK GP system for the better of patients and staff?

Um, I am sorry I do not know where the money is being wasted.

as a patient (not as a gp receptionist), I think I am bounded by some limitations. I can only registered with 1 GP surgery. I hope I can have more choice, say I can registered with 3-5 GP. Then if A surgery is not available, I can call B/C/D/E. at least, having more possibilities. Back in the old days, this is not do-able. But now, base on internet/cloud usage, I don't think transmitting medical records would be an issue.

I learned from the previous posts here, the funding is based on the number of registered patients?
if this is the case, I would prefer, the funding is based on the quantity of the actual work, such as consultations, paper works, referrals, phone calls, etc etc.
so, you earn as you work.

but these changes, may have a lot of adverse effect, which I did not think of.

I was a GP receptionist fir 3 years till being made refund in August.
Waste :
Not attending GP/nurse appointments
Not getting blood tests
Not even picking up paperwork for specialist appointment
Not attending specialist appointment
Not making appointment for annual diabetic/asthma reviews
Nor making appointment for smears or vaccination
The last two require the surgery to keep sending reminders which is also a waste

@Fretfulmum
The reason you can’t have more than a 28-day prescription is down to the way the NHS pays pharmacists. It’s actually nothing to do with GPs. The NHS pharmacy payment mechanism stipulates a 28-day prescription max so it’s a contractual issue which GP practices have to comply with

I am prescribed 3 months supply of all our medications (asthma inhalers x3, steroids, eczema cream, acne antibiotics, high blood pressure and nerve block medication) we are in England.

Each surgery must have their own policies on this, we are pre-payment prescriptions.

@HaudYerWheeshtYaWeeBellend Not strictly true. I used to be a prescription clerk. We wrote prescriptions for 28days, 56 days and odd quantities. Therefore, if someone had lost some we may give an extra 7 or 14 tablets. Alternatively, if people wanted more codeine,(which is addictive) then we may issue only 4 until the next regular prescription is due.

@janj2301
Other sorts of waste:

Patient time when it takes:

40 minutes to answer the phone
45 minute delays for booked appointments
Hours chasing referrals not made
45 plus minutes on the phone re blood test results
Last minute cancellations when one usually leaves for work at 7.15
Prescriptions not dealt with - endless calls
Incorrect prescriptions
Prescriptions sent to wrong pharmacy
28/56 day prescribing, with errors
HCA's who can't draw blood
General chatting of sh1t.
Misdiagnoses

Etc, etc, etc., and notwithstanding the rudeness, incompetence, arrogance, etc.

It isn't always the fault of the scummy old patient.

I have just gained a job as a Medical Receptionist, just looking for advice, I start soon. x

@emmax1980 remember the service is free only at the point of delivery. Most patients have paid and are entitled to respectful and efficient service. I doubt this will be supported by the practice partners.

Remember that GP's are humans, like everyone else. They have worked hard and obtained qualifications. They are not better than their staff or their patients.