to expect my GP receptionist to not block me from seeking treatment?

[GoldenCagedBird]

Been dealing with a thrombosed, prolapsed pile since Saturday. It’s my first one, never had one before nor a history of poo problems. Came on very quickly. (I have been moaning about it on another thread in chat-
sorry for the constant threads about my bumhole)

In agony. Can’t walk properly. Can’t parent properly. Can’t sit. Breastfeeding, holding my baby, pushing my pram- all hurt and put pressure on the area. The pile has just got more and more blue and angry. I constantly feel it pulsing.

Spoke to a doctor on Monday who prescribed me the prescription-only steroid cream, painkillers and other stuff to ward off any constipation. Strict instructions to call back if the pile doesn’t seem to be improving in 48 hours.

It’s been over 48 hours. The strong painkillers manage the pain, but I can still ‘feel it’ pulsing and need to stay topped up with alarms. No shrinkage, if anything it’s gotten bigger (plum sized)

I called back today and this was how the exchange went.

Me- ‘Good morning, just calling the doctor back. My name is xyz abc. Date of birth- 11th novembuary 2003. I was prescribed some steroid treatment for a severe pile and was told call back in 48 hours if it hasn’t improved’.

GPR- ‘Hello there, we are only doing acute illnesses and emergencies today so you will need to call back tomorrow. Goodby-‘

me interjecting- ‘I have a blue, pulsating pile protruding from my anus the size of a plum, I can barely walk, I’m struggling to look after my child, I’m in constant pain without the naproxen, the doctor told me to call back if the steroids prescribed hadn’t improved the situation.’

GPR deep audible sigh - ‘I’ll put you on the list for the doctor to call you. Bye.’

Is this a common exchange now? I’m in quite good health and haven’t had to call the GP in a while. My first appointment on Monday, the receptionist at least asked what was wrong and triaged me accordingly.

I completely get that gate keeping needs to be done as they are so stretched, but it just felt really mean and unhelpful.

I would complain. Our surgery used to have dreadful receptionists, one I nicknamed Cerberus. After lots of complaints by many patients they finally did something about it and now the receptionists are much more pleasant. It’s still not that easy to get an appointment but they try and are nice about it at least.

Exactly like ours too, I feel for those who are not able to be heard as not able to push for what they believe they need.

Call back and ask to speak to the practice manager, you're in pain and you shouldn't be aside from the other issues it's causing you. Stick to your guns and don't be sidelined. Hope you feel better soon 💐

This is is the my GP surgery works and seems to be the usual way judging by posts on other threads. I phone my surgery, get asked if it’s urgent and an idea of what the issue is cause they also have a nurse, nurse practitioner, health visitor and a pharmacist attached to the surgery as well as GP’s and then they put you on the appropriate call back list. I had cause to phone last week about a serious issue, my GP phoned me back quickly and told me to come straight in as they needed to see me urgently There is no way that a receptionist would be able to make that type of judgment.

I imagine that it is like our surgery - there will be at least 80 phone calls waiting. You have a call back now so see what they say and maybe they will ask you to come in to have a look at it. That does happen. Ask them if you should go to the Acute Injuries unit if you don't get any help.

She completely tried to fob you off. You an not unreasonable to be annoyed by this.

Keep pushing. It is of course rubbish that this is required but you clearly need to be seen today.

The fact that she was saying goodbye, her tone of
voice and the speed of delivery?

I’m not saying I’m psychic or anything- it’s obvious when someone is trying to end a phone call pretty quickly.

She absolutely didn’t triage me at first and that was the problem. I interrupted and begged and then was triaged. I feel like if I hadn’t been pushy, I wouldn’t not have received an appointment.

Err she was saying goodbye until the OP interjected and then the receptionist relented and put her on the list. I am guessing the goodbye was the indicator that she was about to it the phone down.

I hear you OP, I had an MRI scan at the beginning of January suggesting urgent referral to a speciality, cannot get past the receptionist to get an appointment other than a telephone appointment for the end of January to speak with the GP to make this 'urgent' referral.

Do people actually read the OP?

She absolutely didn’t triage me at first and that was the problem

exactly

our surgery tells us to give the receptionist as much information as possible so they can make an urgent appointment or get the triage nurse to ring you so obviously you were completely correct to tell the receptionist exactly what was wrong

ive luckily only had two ‘bad’ experiences at our surgery but I appreciate exactly how frustrating it must have been for you

YANBU, I do have every sympathy for how over stretched GPS and the NHS in general is but it is becoming increasingly difficult to access healthcare and it feels like you have to repeatedly push and argue to get any help. My elderly parents get fobbed off and so end up giving up even with very concerning symptoms. If you turn up at my GP surgery the doors are always locked and the receptionist will buzz you in if she deems your visit appropriate but most get turned away. The call on the morning appointment system is a lottery and doesn't mean the most in need get appointments, those who get through before the nine am cut off do.

Previously we contacted our GP surgery 4 times to make a follow up appointment for my DH with a GP that the GP requested, at first-generation were told it was too early to make the appointment then we were told it was too late. Eventually he were offered a nurse appointment only which we took as we needed to arrange a new prescription and get test results which we also had difficulty accessing. My husband attended the appointment with the nurse who told him he needed to see the GP. When he left that appointment the receptionist told him he couldn't make an appointment to see the GP in the surgery and would have to call back the following morning at 8.30am, when we did so he was again only offered another nurse appointment. No wonder so many people are going undiagnosed!

I'm not against doctors doing telephone appointments or even them doing these from home but access to GPs needs to be improved.

Just phone back and say you're hoping to avoid having to go to a and e (IME they don't like this) and reiterate the doc indicated if no improvement in 48 hours you were to get back in touch.

Ask outright if the receptionist (get their name) advises you to go to a and e if they won't give you a definite answer as to whether doc will call you this morning.

Putting the phone down on someone implies they are hanging up abrupt, OP gas clarified that the receptionist said good bye and OP had enough time to respond.

When the OP gave her the full picture, she was triaged.

I can absolutely assure you, that she was not doing to give me time to respond.

I have to interject.

I was there, you were not.

if you think that I’m lying or exaggerating- it’s really not worth your time responding. There must be better things for you to do!

Are you my GP receptionist? 😂

There's something seriously wrong with people's expectations if they think this is OK. The receptionist did not have enough information to make the judgement that the call was over.

I had a similar experience with a dental receptionist who refused to listen to my explanation of how my tooth had broken shortly after the dentist had worked on it. She used a wanky, sing song voice to tell me off.

A simple "is that everything" would at least have given OP the opportunity to respond.

No she wasn't, that involves confirming how long its been going on for etc. So the not even remotely qualified administrator did not have the full picture.

Gosh that sounds so painful, I don't know how you are managing! Seems fair to be annoyed, they told you to call back if it hadn't improved and you have and you've been fobbed off another day. I'd be annoyed too, and worried. Plum size sounds serious (but I'm no expert)

I hope they call you back soon OP.

Receptionist could have been more sympathetic and also if you explained the GP said to call back then she should have realised or clarified if this was an emergency - luckily you were pushy about it after she tried to fob you off.

When you are in such discomfort and pain it’s hurtful to be fobbed off. I really hope you get treatment.

Personally I'd complain about the audible sigh and her general tone. The experience of care seeking is as important to our wellbeing as the outcome.

I've come to the conclusion that it's actually faster to go to the GP surgery when they open, than call up trying to get an appointment for a call back.

Yes, she was rude, yes you need to be seen.

But don't complain. The practice manager at our surgery says that he gets so many every day which is but his view is that the receptionists are doing their best in a difficult situation.

This is normal for urgent appointments with me. The Dr phones, I describe what is going on and they either prescribe and ask someone to come up and pick prescription up straight away or ask me to come in. I think it's fine, saves sitting in an overcrowded waiting area and often means I get the prescription quickly.