GP diagnosis based on receptionist notes

[DrBlackbird]

And without speaking to me….

I am resigned to the 45-60 minutes wait to get a GP receptionist now. I am resigned to the waits of up to a month or more for a regular GP appointment now. I am resigned to telephone appointments with a GP unfamiliar with me or my medical history. I am resigned to GPs not reading/not having time to read my medical notes so repeating it ad nauseum for every new appointment now.

However, as of today, it is a new one to find out that my GP’s office (an amalgamation of 5 practices rolled into one super practice for ‘the patients benefit’) now diagnoses and makes treatment decisions for its patients on the basis of the receptionist’s notes rather than actually speaking to the patient.

It’s too long to go into details, but I am ill with something that I’ve been ill before with and am aware that there are new treatments available with which to treat it. After waiting the usual 45 minutes to get a receptionist, the receptionist agreed to put me down for a telephone consult with the GP.

After waiting a while but no call, I noticed a new text message. From the GP. Stating that she has "reviewed my symptoms", that "there is no indication for treatment in the vast majority of cases" and gave me links to a website for self management at home. The symptoms that she ‘reviewed’ can only be what the receptionist wrote down.

Now, you can have any opinion you want on my illness, but AIBU to think this is a new level of crazy for a GP to base their diagnosis and prognosis of my symptoms based on whatever notes the receptionist jotted down? Rather than speaking to the patient?! She assumed that I wanted a particular treatment (I didn’t), but even then how can she know that I fall into the ‘vast majority’ or not without talking to me?

I've been prescribed strong steroids and had a consultant referral without ever having been examined by a medical professional. (I sent pictures of my condition, this was my suggestion, I was told they probably won't bother to look at them)
It's pathetic.
Receptionists should never be doing anything other than Receptionist duties. WTAF?

@jacks11 to you for the work you do. In my home country, my sister told me that the GP shortage is so bad, she couldn’t get one for 8 months.

And most of the time GPs have my full sympathies in tirelessly working in an underfunded and over bureaucratic system. As you acknowledge, however, this approach is to the detriment of their patients.

@DrBlackbird This just happened to me yesterday. Phoned the GP, spoke to receptionist and listed my symptoms and why I would like to speak to the GP then got a call saying the GP had reviewed my notes and prescribed X medicine and I could pick it up within the hour. I was a bit cross as I’m breastfeeding and the medicine says not to take while BF so that meant another call to GP surgery to query it

Are you one of the practices run by that American private healthcare firm?
We had one near where I used to live and they used to do shocking things like this. It is how these big private forms make money. Reduce service and make unqualified people do jobs beyond their expertise and pay grade.
There was a documentary on the TV about their shocking practices. This is what the whole NHS will look like if it all gets privatised.

YANBU OP, this is new low for UK health'care'...

If it is one of the mega practices run by the private American health firm, it is US style medicine exported to the UK through privitisation.

My MIL is a medical receptionist (in no way medically qualified, she studied shorthand and has always been a receptionisy) and believes in tarot cards, teas leaves and the magic power of onions to treat all ailments so I wouldnt put any stock into what the receptionist thinks they are NOT doctors.

Irratatingly though I have a medical degree but do not work in the medical field (was too underpaid for long hours and not suitible for raising my family) and IL and DH friends will still take MIL opinion over mine because she 'works at a doctors office' so must know what shes talking about.

Like, ok my 7 years of higher education clearly doesnt count - go suckle a rose quartz lump while sleeping with onions round you neck in a room infused with honey and jasmine camomile tea and be magically cured of your shellfish allergy then clearly.

Its baffling to me.

Perhaps it would be better if the phone was answered by the doctor.
Maybe with the receptionist sitting beside them to call up the notes and work the appointment system.
Though I assume the doctor is looking at your notes when they ring you back.

Shocking! I've just had a letter in the post from my GP reminding me to book a smear test. I had a full hysterectomy a year ago. Not sure I can be bothered to wait on the phone to tell them!

Awful but I'm not surprised. DS2 gets eye infections a lot because of his autism which have developed into cellulitis twice. GP always gives antibiotic tablets and eye drops because of the history. Every time, the receptionist tries to direct me to a pharmacy and I have to keep ringing back until I get the understanding receptionist who actually listens. I know this is partly due to patients insisting on seeing the gp for a grazed finger or a cold but it drives me mad.

I believe that you still need a smear test even if you have had a partial or even a full hysterectomy. If it's a full hysterectomy then they test the cells at the top of the vagina instead of the cervix.

I honestly think that e consult the receptionist does most of the work so this appears to be the same approach, however you just know it happens when on the phone rather than thinking it does when on e consult.

this reminds me of the time a consultant told our GP that my son needs the flu vaccination as a priority (at risk group) - GP phoned me and booked the appointment.

Appointment gets cancelled by receptionist claiming that children have to wait until they’re in School (this was September ish and the school vaccination clinic runs in the following January).

So, we argued. I spoke to the Practice Manager who apologised and rebooked the vaccination.

SAME Receptionist called me the next day saying “you aren’t going to like this, but I’ve had to cancel the appointment. I just see no purpose” - so I asked her

“1) what makes you think your experience trumps a GP?

2. what makes you think that your opinion trumps a consultant?”

She kept the appointment for me but I complained to the GP, the Practice Manager and left a review on Care Opinion recommending the receptionist either goes to medical school or has common sense training. This was pre covid.

She vanished so I guess she left. Twit

It's not like it even saves any work. Practically nobody in this situation (calls doctor, gives info to receptionist, receptionist passes notes to doctor, doctor says no treatment indicated) is going to go away happy and not bother the doctor about it again.

@antelopevalley Are you one of the practices run by that American private healthcare firm?

It might be understandable if it was one of those. However, it was your run of the mill GP practice that negotiated with 4 other local GP surgeries to become a ‘super’ practice. It doesn’t feel so super to me in that there is considerably worse services now in securing an appointment.

But also to be clear in this situation the receptionist did nothing other than what they’re told to do. She asked why I wanted to see the GP and asked me my symptoms. Then put me in place for a telephone consultation. It was entirely the GP’s decision to take whatever the receptionist wrote as as the reason for my request as the complete picture and make their diagnosis on that basis. So this one’s on the GP.

Like @Topseyt123 upthread, my (very) aged parents don't like to "bother the doctor" or "make a fuss". Good job really, as they can't get to see one or even get them to answer the fucking phone. I am beyond angry.

When they both had COVID and tried to call for advice (three attempts, hanging on for over 90 minutes each time) I emailed the practice manager (copying in the local clinical commissioning group thingy) and said if they didn't call them I'd hold them responsible if anything happened. An actual doctor called them within 30 mins.

It's beyond shit and I blame the Tories.