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

I appreciate the sentiment OP but there are some rude and nasty ones out there, just like there are in any jobs. I was begging for an appointment and said if I didn’t get treatment for my ear infection then I’d have a seizure (this has happened before, I have epilepsy). She sneered at me and unsurprisingly I had two tonic clonic seizures 36 hours later, on top of excruciating ear pain. Why to receptionists do that?

[quote RosesAndHellebores]@SevenWaystoLeave I think you are missing the point about equality. If the GP is afforded the courtesy of a title I expect to be afforded the same level of courtesy. For what it's worth, I also think the GP should address the receptionist formally if they expect to be addressed as Dr x, y or z. As humans we are all equal and to treat another human as less equal is reductive. If the receptionist refers to the GP as Dr Bloggs then surely he or she shoukd refer to the patie t by title and indeed the nurses and hca's?

If a receptionist wouldn't call the GP luvvy why would he or she call the patient luvvy? I don't use such reductive terms when speaking to people.[/quote]
I expect the receptionist does call the GP when speaking directly to them either by the first name of "luvvie".
They probably also refer to you when speaking to them as "Mrs Hell".

That's always been my experience.
They say to me "Margaret, I'll go and ask Dr Williams" and I hear them say "Steve, I've got Mrs Thursday here with a question."

So exactly even.

I’ve always found you guys to be really kind and helpful, sorry you get so much stick!

@janj2301

I handed my notice in in Feb, can't take the abuse and entitlement from patients anymore. No other job to go to (I am 70) so am staying until they find a replacement. I was absolutle amazed at the patients who never collect their blood or urine tests or their referral or never turn up to hospital appoinments we've arranged for them SO MUCH WASTE I used to think it was all the hospital managers but I now see lots of it is patients at GP level.

@janj2301

I didn't pick up my last urine sample results, but It took over TWO weeks for them to come back, by that point the water infection I had got so bad I had to go to minor injuries where they immediately gave me antibiotics.
If I waited two weeks for the result I'd of likely ended up in hospital with a kidney infection or the symptoms would of ceased as it would of resolved itself.

Same with my last stool sample results - by the time the results were ready after weeks of chasing) the issue fixed itself, no point in collecting something that's no longer required.

If the nhs wants less waste, unfortunately in some cases they need to speed up 🤷‍♀️

I have not much good to say about my practice. One receptionist is lovely and tries her best to help out. But mostly we are told to call Livi as no appointments for a month. Even for emergencies. I have stopped bothering

[quote RosesAndHellebores]@SevenWaystoLeave if that's the case and it's correct it should be then my GP appointments should be made with Sally and Fiona. When that is the case the GP may call me Roses too. Until it is the GP may call me Mrs Hellebores. To do otherwise subordinates and is reductive.[/quote]
GPs are referred to as Dr SoAndSo so that the patient knows they are seeing a doctor! When they speak to them in person they use whatever name the GP prefers. If you have a particular preference in how you wish to be addressed then ask the staff to note this on your file. Calling you Mrs Smith whilst e.g. doing a smear could seem rather formal but if that's what you prefer it would be respected

You aren't one of the bad ones OP, but they are out there. I am never rude in return, but I have called around 10am before as my toddler became poorly quite quickly, and was immediately met with "you should have called at 8!". After quite sternly explaining my (at the time) 1 year old had went downhill and was fine at 8, she did apologise and got him an appointment. It isn't uncommon for that kind of attitude at my surgery unfortunately, I know of 2 other friends who use it who have made complaints against the staff as they experience the same.
I think the best response is perhaps, as we have done, instead of retaliating in kind when a receptionist is rude, to put a complaint in. We figure that after numerous complaints about the same thing, the staff members involved will hopefully either respond better to patients or ultimately be asked to leave if it continues.

Thank you so much for your lovely words! I felt nervous to open the replies! I really do enjoy my job and I treat every person I meet with the greatest kindness and respect - I do the very best I can to help.

You’re clearly not like the majority of receptionists at our NHS surgery. We have one that’s really lovely but the rest are vile.

We had a final straw moment with three of them that sort of ganged up on my teen son, thankfully a doctor came out of his room and intervened. He apologised to my son, gave him the letter which they had been wrongly withholding and told the two receptionists that he would deal with them later. I hope he did. We have never used the practice again, it was one incident in a long list. We use a private GP now and it’s great.

@TimeSlipMushroom that doesn't address why some GPs immediately call me Roses and introduce themselves as Dr Bloggs. It is reductive. My solicitor is Steve, my accountant is Jane. It isn't a practice adopted by any other profession.

After reading all the irate, insulting, rude and misinformed threads on here I have made this account!

And you know all the posts about GP receptions are wrong simply because your a GP receptionist and patient experiences are all wrong or they are simply misinformed

My old surgery receptionist was wonderful however they closed and we were all transferred to another surgery the receptionists can only be described as every!!!

Me - I need a repeat of my ds Epi pens

R -I can only prescribe you one Epi pen

Me - no I need 2 as per his consultant letter, we know there is a shortage however ds needs 2 due to the severity of his allergens if you read his notes you will find the consultant letter

R- You can have one or none

Me - il call ds secretary and can you speak to her as ds does need 2

R - No, they will need to send a letter

Me - they’ve already send his letter if you can access his notes.

R - we need a new letter

Then the catalyst , I’m in tears writing this.

Ds 12 a few months ago mid asthma attack ambulance unable to attend, nearest medical assistance was our GP surgery , dh carrying our 12 year old, 11 stone and 6ft son who was now gasping to breath!!!

The bitch asked dh to sit down in the receptionist area and they would call an ambulance and for dh to stop shouting that our son needs a doctor now, by this time ds is now in and out of consciousness, she told dh she’s doesn’t have to deal with this and closed the window and shouting she would phone the police due to his aggressive and intimidating behaviour

Dh was on the floor with ds on his knees begging for help as our son was dying in front of us.

I then started screaming as I believed ds was going to die, a nurse heard the commotion and raised the alarm and ds was instantly surrounded by wonderful nurses and doctors / given a nebuliser and eventually oral steroids, the ambulance finally turned up 90 mins later, if we listened to the receptionist our ds would be dead!

I was absolutely beside myself and the other patients in the reception all gave witness statements.

He was in hospital for 9 days due to infections on both lungs.

The receptionists has now been sacked and the surgery been placed in special measures.

So please don’t patronise those of us who have received abysmal care due to inadequate GP receptionists.

'Oh…somebody asked about wages…I promised to be honest - I’m on minimum wage. I’m free to look for a higher paid job but I’m there as I enjoy my job and do my best!'

That really surprises me Op (though maybe it shouldn't) that you are on the minimum wage, particularly with 12 years experience in the role.....that sounds exploitative to me. Your job as you describe it requires a level of skill including a lot of 'soft' skills to do well which should be reflected in the pay.

There are jobs that don't require that and may be more appropriate to treat as minimum wage. Not wanting to denigrate at all those also essential jobs or the people who work in them. I did a job some years ago that might be called 'unskilled' which also provided an important service and I worked very very hard indeed. I think everyone should be fairly compensated for the work they do.

The private ones always treat one as an equal and so do their staff. Like my solicitor and accountant they want and need me to pay them directly.

It's good that you're prepared to do this, and IMO shows you are one of the good'uns!

In my experience, most GP receptionists are pretty good but some of them are absolutely not.

I worked in a hospital and had to deal with calling GP receptionists with results, or to discuss problems, quite regularly - and there were a few who were just painful to deal with, even with me not being a patient.

At my own GP practice, we had 2 excellent receptionists and one who saw patients as an absolute impingement on her day, judging hby her reaction to us!

But I think that's common to all areas. Some people just aren't suited to working with the general public. I know I'm not, for example - so I wouldn't take a role where I HAD to do that.

@HaudYerWheeshtYaWeeBellend that’s absolutely shocking, I’m so sorry you & your family went through that

@HaudYerWheeshtYaWeeBellend - your experience is appalling, I'm so sorry you had to deal with that!

But I doubt very much the OP had your experience, or any like it, in mind when she started this thread - I doubt anyone could think that you'd be in the wrong for expressing your outrage at your treatment by the utter jobsworth cunt who has now been sacked.

Glad your son made it and I hope he is recovered now.

They shouldn't be paid NMW. They need good communication skills, organisation skills and good IT skills. It's the GPS who don't want to pay more and get left with either committed shining lights like the op or the dregs that nobody else will employ.

@HaudYerWheeshtYaWeeBellend

@RosesAndHellebores

When I call my surgery the conversation goes like this.

"What's your name" "Mrs Roses Hellebores"

"What's your date of birth Roses" "xx.xx.xx"

Me "my name is Mrs Hellebores, may I have an appointment with Dr Bloggs or Dr Jones, it's for my review so not urgent but I work full-time so after 6.30pm please"

"I can give you one tomorrow with Dr Smith, alright Roses dahlin"

"No I asked for Dr Bloggs or Jones after 6.30pm and I'm happy to wait and my name is Mrs Hellebores please"

"Well luvvy I can fit you in Friday at 2.30pm"

I'm sorry may I repeat it has to be after 6.30 and I can wait but would like it with Dr Bloggs or Jones.

"Dr Bloggs is doing lates on Monday x April. She can see you at 6.50pm."

"Great, thank you".

OP please can you explain two things:

1. Why Dr's receptionists appear incapable of following my request and instead would rather waste time and frustrate the caller?

1. If the GPs are referred to as title and surname, ie, formally, why do receptionists invariably think they may use my first name or luvvy. Are patients not equal stakeholders in their care? That goes for the GPs too BTW

For God sakes. Cause it's your name!

Surprised this thread even exists - really fond of the people who work in my GP’s surgery. They are efficient and polite and I’ve never thought anything bad about them.

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!

@ThumbWitchesAbroad, normally I’d agree however OP has been very patronising on those of us who have experienced horrible receptionists, hopefully the OP is a good receptionist however with any job there is good and bad.

I would never come in and start a thread saying I have read ALL the threads on the subject and then slate those as misinformed, rude etc…

Thank you for your kindness (and to the other posters)

Thankfully ds is fully recovered.

@HaudYerWheeshtYaWeeBellend

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!

@ThumbWitchesAbroad, normally I’d agree however OP has been very patronising on those of us who have experienced horrible receptionists, hopefully the OP is a good receptionist however with any job there is good and bad.

I would never come in and start a thread saying I have read ALL the threads on the subject and then slate those as misinformed, rude etc…

Thank you for your kindness (and to the other posters)

Thankfully ds is fully recovered.

Exactly and not only patronising (and a bit weird with all the 'LOL's) but starts the thread in AIBU instead of AMA, and then fucks off because she doesn't have the time to hang around and answer all the questions she wants people to ask?

She's never going to be able to answer them all when she returns, unless she's taken a week's annual leave...

The majority of the receptionists at our village surgery are rude and dismissive, I get that they've a job to do but so have most people, they have a very bad reputation here and have had for years, they've been reported many times and nothing has altered so much so that people have moved to another practice in a different village, I moved months ago and am much happier, the reception staff at my new surgery are lovely and helpful, much much better than the others at the previous surgery who adopt the computer says no attitude.

@RosesAndHellebores

They shouldn't be paid NMW. They need good communication skills, organisation skills and good IT skills. It's the GPS who don't want to pay more and get left with either committed shining lights like the op or the dregs that nobody else will employ.

Now this is something I agree with you. I get paid a few pence short of £10 an hour and compared to my colleagues I have the skills you mention.

I can spell tonsillitis, tetanus, whooping cough and gall stones whereas my colleagues can't and they don't feel a bit embarrassed. I'd be mortified if I couldn't use the English language correctly for any job I do.

There is a Receptionist who patients can't warm to and frankly it's embarrassing when patients mention to me how rude and obstructive she can be.

It’s a tough job, that’s for sure. It doesn’t pay well, either. Thank you for what you do. I have to say all of the receptionists at my GP are always polite & efficient, never had a problem.

(I'm an HPC , our appointments are mainly booked by telephone reception or some by HCP themselves . HCP will write it down. Appointments from booking office the patient writes it , they can have a letter sent but it takes time to get there . Text but not everyone has a mobile )

So

Latecomers - how do you deal with them, do they wait to the end or are they fitted in?
Persistant latecomers . Like every appointment ( some of ours are weekly )
The ones who either don't arrive /arrive late with "Well she said 14.30" when it was 10.30 . I dont know what was said , it was between them and the office .
If the Clinic is running late , how do you deal with the invariable complainers ?

TIA