Computer says no

[Theatrefish]

I am having one of those days where every task seems to spin out into 3 other tasks! This is mostly just a rant.

DD6 had to go to Urgent Care on Sunday for a suspected UTI. We were seen promptly. No complaints. The doc said the urine sample didn't immediately show an infection but to take another sample to the GP tomorrow to send away to the lab. I double checked I could do this without an appointment.

I got a sample from DD and arrived at the GPs at about 10 this morning.

They said, "There's nothing on the records. Oh, wait, here it is. It says possible UTI with a question mark but doesn't actually say that we should test her urine."

I said, "They gave me a pot. And asked me to bring it in. I promise I'm not a weirdo who does this for fun."

"We can't accept a sample that hasn't been requested. I've put a call back with the doctor for you."

Me, "But we both know that as soon as I speak to the doctor, he or she is just going to ask for a urine sample."

Them, "We can't take it without the doctor requesting it."

Me, "The doctor did request it. He gave me this pot."

Them, "That's not our doctor."

Me, "Can you call that doctor?"

Them, "No."

Me, "I can wait for half an hour or so if someone can really briefly speak to me."

Them, "No."

Me, "Can you at least store the sample to be sent to the lab in time for 1 p.m.?"

Them, "No. Because we would be inundated with samples."

Me, "It's just one sample. How long will this sample keep? It was done this morning."

Them, "I don't know, I'm not medically trained."

It was so frustrating. Typically when the doctor called back, 6 hours later, guess what they need?

I need to get a fresh sample to them tomorrow as the old one won't do anymore. And DD is in pain for an extra day because of their inflexible systems.

That's bloody ridiculous and worth an email to the practice manager. I hope your dd feels better soon.

Them, "No. Because we would be inundated with samples."

Not going to lie, it is really frustrating to have up to 15 (I kid you not) random urine samples dropped off each day with no idea why, no symptoms, no idea who has requested them etc. That said, we would never not take them, dip them and send to the lab if needed at our practice, even though it means we regularly miss our lunch break.

so sorry that your DD now has to wait for possible treatment, I hope she gets any treatment needed asap & feels better soon. Very frustrating for you.

It is ridiculous because guidelines say that for children a sample will need to be taken for a query UTI. I'd be annoyed too, OP!

This makes me absolutely furious! I used to get a lot of these infections as a kid, and can vouch for the pain your DD is likely in. I would definitely be making a complaint to the Practice Manager, as this is really not acceptable.

The doctor who requested the sample should have given you a form to submit with it. The receptionist isn't being awkward. The GPs were busy and you can't be leaving random samples in reception. The fault lies with the urgent care doctor.

It's just one sample

To be fair though, it was one sample from you - you won't be the only one wanting to leave one so it isn't "just one sample"

YANBU to be frustrated, I get the annoyance, especially when it's our children that are in pain but arguing back and forth with the receptionist wasn't helpful, it wasn't their fault, it was the doctor who never put the request on file that was at fault.

Either way the sample would need redone whether you'd left it at the surgery or not because as she explained, she couldn't send it off without the doctor requesting it

It does, but the fault also lies with the ‘system’ - nothing is joined up, no immediate (or even quick) way for one element of health care to communicate with another and (dons hard hat) I’m afraid I do judge the ‘computer says no’ attitude of SOME, NOT ALL, health service employees.

Because of long term health conditions, and my DHs history of cancer and a brain tumour over the last twenty years, I would class our family as heavy users of the NHS. I obviously advocate for my children and myself, but due to the sheer amount of appointments, follow ups and drugs etc for my DH, I’m listed as his carer and I now advocate for him too, to help him manage everything. I also advocated for my late father before he passed away last year. I have come up against the ‘system’ many, many times. I have therefore been faced with those that do just shrug and say, well that’s the way it is and leave you to flounder but I have also been faced with many who say, hang on this isn’t ok, I’m going to sort this out for you. I’m perfectly capable of navigating the system and getting t9 where everyone needs to be (sometimes it is utterly exhausting) but I do worry for those who cannot do that and who will go home and get lost in the system when faced with the grey wall - obviously I’m talking about things more than a urine sample there, but you get the idea.

Ridiculous , they can dip the sample and send it off if necessary . I suffer with recurrent UTIs and I often just drop urine off - they can do what they like with it our GP is happy for people to drop and run as it keeps people out of the surgery which seems to be their main aim now . Hope your child gets well soon .

It doesn't really matter who is "at fault" does it?
Both Op and receptionist can see full well what the issue is, and a properly run system could cope. To the PP talking about "random samples" - it isn't random - it is clearly in connection with matter and the patient that the receptionist can clearly see on the computer. It really shouldn't be up to us as ordinary folk to know who needs what form, when, to go with a small vial they told us to piss into - as OP says - it's not like she's doing it for shits and giggles.

That's bloody ridiculous.

At my doctor's surgery, and I would have assumed any other doctor's surgery, you can self request a urine test if you suspect a UTI.

You don't have to see a doctor for this. You just hand the sample in before midday, fill in a short questionnaire re symptoms and it gets sent off to the lab.

They usually, get you started on an antibiotic the same day.

Yes, that’s an issue, no standardised model for care. I know we’re all now (by this government) being encouraged to think of GP surgeries as privately run (wonder who that benefits 🙄), and therefore the disparity in what they offer should only be expected, but I’ve seen this in one hospital to the next too. What one hospital does and the way they do it, the next one you encounter does differently.

I know we’re all now (by this government) being encouraged to think of GP surgeries as privately run.

My understanding is that GP surgeries have always been privately run, ever since the NHS was set up. GPs are not NHS employees, and surgeries are run like businesses whose customer is the state.

It should have been fully, properly nationalised. The whole NHS would be better off if GPs were employees and all surgeries and hospitals had totally standard systems. And abolish NHS trusts and the internal market while we are at it.

I sometimes wonder if GP receptionists are so terrible compared to say a commercial receptionist because they have to deal with sick people all day. I couldn't do it.

@daimbarsatemydogsbone This is the crux of it for me. We all knew what the problem was. We all knew how it needed to be fixed.

It was a total triumph of systems over common sense and actually trying to help a 6 year old in pain.

At my surgery they keep pots at reception. You can just go in and ask for one, do the sample and leave it with them. The nurse will dip it and if necessary they will sent it to the lab. You don't even need to make an appointment. Thank goodness they have common sense.

Our receptionist are not allowed to accept urine samples unless requested by a dr or formally requested by a consultant.

They turn away loads of random ones everyday

You know I get that.

But we had a situation where she can see DD has attended urgent care. I'm holding an (official hospital) pot full of wee and telling her that I was asked to bring it.

It's not my fault that the right form wasn't filled in.

And at the end of the day there's a little girl who has to wait an extra 24 hours when she keeps having toilet accidents because she can't control the wee.

She keeps apologising to me. It's heartbreaking.

Why would none else be dropping off unneeded samples? Is this really a thing, people just dropping them off unrequested?

If not then it would be just the one.

@SlightlyGeordieJohn you would be surprised. As shown in this thread, a lot of GP surgeries will allow you to hand in a sample without it being requested for it to be dipped but not all surgeries do so a lot of people do still try to hand them in when they aren't allowed, if they accepted them all it wouldn't just be one.

There was someone at the top of the thread who works in a GP surgery who did say there was multiple samples handed in every day.

I agree that a complaint is warranted and completely understand why the OP is annoyed but it isn't the receptionists fault, she can't go against their surgeries rules