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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

186 replies

GoldenCagedBird · 19/01/2023 10:00

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.

OP posts:
NeedAHoliday2021 · 19/01/2023 12:24

It saddens me the poor standard of service people are willing to accept on this thread. I’m working in an nhs acute hospital and I expect our receptionist to be kind, understanding and demonstrate empathy. I’d mention it to the gp when you speak to them (at the end).

MissMaple82 · 19/01/2023 12:25

Yes, it's normal these days. Doctors receptionists are usually complete jobsworths!

LlynTegid · 19/01/2023 12:28

Is the current industrial action by some nurses and doctors having an influence on the response you are getting?

IAmTheWalrus85 · 19/01/2023 12:28

SillySausage81 · 19/01/2023 12:07

Jesus Christ, all the people saying "but she put you on the list for a callback" are completely ignoring the fact that she was actually about to hang up on you, had already started saying "goodbye" and that you had to be quite bolshy to get your word in.

When I was younger and shyer than I am now, I would absolutely not have felt confident to interject like that. She would have just put the phone down on me and I would have just thought "oh, a plum-sized pile and being in so much pain I can't operate obviously doesn't count as acute then, they know best" and been too unconfident to try calling back.

Absolutely unacceptable, rude, and most importantly, that behaviour could prevent people from getting the treatment they need.

I understand they are under pressure but if they aren't actually LISTENING to the patients they are attempting to triage (and triage shouldn't be done by a non-medical professional anyway) then they quite simply aren't doing their job properly. Complain. This one is not "doing her best in a bad situation", she's not doing her job properly at all.

When I was younger and shyer than I am now, I would absolutely not have felt confident to interject like that. She would have just put the phone down on me and I would have just thought "oh, a plum-sized pile and being in so much pain I can't operate obviously doesn't count as acute then, they know best" and been too unconfident to try calling back.

I agree with this, and it makes me wonder what kinds of people will be less likely to be able to advocate for themselves to get care. Middle class people with English as their first language who have a reasonable understanding of the system have the best chance. But what about people who don’t have English as their first language. People with hearing difficulties or other communication difficulties. People with SEN. In short, the most vulnerable groups in society are also the ones least likely to be able to advocate for themselves as needed.

herecomesthsun · 19/01/2023 12:31

Brefugee · 19/01/2023 12:24

there's a lot of unnecessary sniping at the OP.
TBH i think if a doctor says "call back in 48 hours if it's not better" it would be helpful to take the 20 seconds to put the patient's name on a "will poss call back today" in the calendar for 2 days later? not sure, i don't work in a surgery

OTOH it could be the receptionist/practise's way of making sure only those who really really need to have an appointment stick it out to do so?

I think the GPs don't have the spare time to make , say, 4 or 5 unnecessary phone calls in case 1 person would be helped by it.

marrymeadam · 19/01/2023 12:32

I recently asked my gp online for an inhaler. I am known to have asthma when I get a cold etc and I was really struggling for breath when laying down. I immediately got a response from 'admin' saying that coughs under 3 weeks were not serious and I should be fine without antibiotics. I messaged back that I had no interest in antibiotics and had asked very clearly for an inhaler as I was having problems breathing and I didn't need someone in admin telling me what medications I needed or didn't need. I was called back by a doctor who very quickly gave me an inhaler and actually did think I needed antibiotics for an infected lymph node so happily gave me them. Fucking jobsworths can be dangerous. I have had pneumonia and nebulisers as a result of that and Covid. I know when I need help with my breathing!

MushMonster · 19/01/2023 12:32

Unfortunately, it happens! It is a mindblowing thing.
Receptionists are not there to gate keep, not to fob off patients, but some do think so. They are there to triage as per protocol.
So, hi I am calling Dr back- should mean to them... oh let me check, when was patient last here, who with, do the notes say anything about a call back? Let me talk to the Dr about patient or tell you, Please let me know how you have deteriorated from your condition and I will pass a note to the Dr to call you back as soon as possible.

Really, Trusts should start being fined for appointments that they refuse to provide or get nurses to triage callers!

katepilar · 19/01/2023 12:43

It looks to me as if so many posters cant read or understand that she finished the conversation before you were finished and got your point accross and were you not quick enough to stop her she would have hung up. Its awful. Hope you manage to get sorted.

Salome61 · 19/01/2023 12:43

I am worried for you, I had terrible piles after my son and know the agony you are in. I hope you can lie down as much as possible when you are feeding, and put your feet up to relieve the pressure.

Suzi888 · 19/01/2023 12:50

After hearing my G.P scream at the receptionist 😬 I have a bit more sympathy.
However you do need to be seen, it sounds horrendous.
I’ve also been on the receiving end of being hung up on! I’ve had to call back or say at the start don’t hang up on me please.

No I’m not a serial GP appt maker. I try to avoid it any cost! I’m actually glad there’s an option to pay for a call back/ appointment as I intend to make use of it.

Forthelast · 19/01/2023 12:52

Of course you should not have had to fight for contact. She should not have been so glib as to blithely deny you when you asked the first time. It is dangerous as others may not be able to argue their case. But the problem is with the NHS, not her. She's reacting to an impossible situation. Though it sounds as if she has become a bit officious and careless with it.

Laiste · 19/01/2023 12:52

Our doctors receptionists are lovely. I appreciate we are lucky but -

there are unprofessional people in every job. Why does there seem to be so many unprofessional docs receptionists? It's pretty simple ...

Shit jobs don't tend to attract and hold onto decent professional people who could get the same money without the stress.

And it is a shitty stressful job.

Forthelast · 19/01/2023 12:54

marrymeadam · 19/01/2023 12:32

I recently asked my gp online for an inhaler. I am known to have asthma when I get a cold etc and I was really struggling for breath when laying down. I immediately got a response from 'admin' saying that coughs under 3 weeks were not serious and I should be fine without antibiotics. I messaged back that I had no interest in antibiotics and had asked very clearly for an inhaler as I was having problems breathing and I didn't need someone in admin telling me what medications I needed or didn't need. I was called back by a doctor who very quickly gave me an inhaler and actually did think I needed antibiotics for an infected lymph node so happily gave me them. Fucking jobsworths can be dangerous. I have had pneumonia and nebulisers as a result of that and Covid. I know when I need help with my breathing!

That is dangerous and a good indicator of how shoddy GP surgeries are contributing to the a and e problem.

SultanOfSwing · 19/01/2023 12:54

The whole arrangement is a disgrace. GP receptionists are not nurses and absolutely do not have enough medical knowledge to safely triage anyone. No one should have to give a medically untrained receptionist intimate details of their symptoms. A receptionist without medical/ nursing qualifications is not in a position to decide who needs to be seen.

If the system is now phone and get triaged, then GPs need to be hiring nurses to answer the phone. (Press 1 to speak to a triage nurse or hold the line for the receptionist.)

YANBU.

88milesanhour · 19/01/2023 12:55

It sounds like receptionist was pretty rude to you and potentially didn't triage you effectively. I don't think YABU at all to be upset at this or even to complain about it. However, so many people seem to forget that their GP is a finite resource not a robot. They can only do so much in a day especially when every little thing they do has to be safe and calculated. What exactly do you expect them to do if there isn't enough of them? At the end of the day would you rather they know the safe limit and are clear when they've reached that limit? Or would you rather they agree to see you but cut corners and don't see you safely because they've ended up with twice the safe limit on their call list? So many people don't recognise the human being behind their treatment and this is very unreasonable and entitled. It's shit but you should be complaining to the people in power who are driving away GPs and nurses away in their droves not at the frontline staff just doing their best.

Forthelast · 19/01/2023 12:56

keepareaclean · 19/01/2023 10:31

She also shouldn't have sighed when she booked you in like you are being inconvenient.

I would have sighed too if OP had described her pulsating pile protruding from her anus to me Hmm

Clearly you'd be in the wrong job then.

Original poster
GoldenCagedBird · 19/01/2023 12:58

Update here if anyone cares

www.mumsnet.com/talk/_chat/4719946-can-anything-be-urgently-done-about-a-pile?page=5&reply=123213359

OP posts:
Brefugee · 19/01/2023 13:02

I think the GPs don't have the spare time to make , say, 4 or 5 unnecessary phone calls in case 1 person would be helped by it.

i didn't suggest that. I said it would be very easy to have a "bring forward" type of list with OPs name on it 2 days hence with a note "if she calls i need to see/speak to her"

RufustheFloralmissingreindeer · 19/01/2023 13:06

GoldenCagedBird · 19/01/2023 12:58

I am so sorry!

could you try a private gp, not that they might do anything themselves but they might have a better idea of what private treatment could be obtained

not that you should have to do this obviously

YetAnotherSpartacus · 19/01/2023 13:06

Oh, OP, I'm so sorry.

That just sounds untenable.

C8H10N4O2 · 19/01/2023 13:07

Soontobe60 · 19/01/2023 10:45

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.

Show quote history

"Goodbye" is a pretty clear indicator that the conversation is ended - it isn't normally followed by a pause to see if the other party is finished (well not unless you are both teenagers). This was after the OP had stated that the doctor told her to ring back within 48 hrs if no improvement.

Receptionists are not medically qualified to triage and should not be used as minimum wage triage by GP practices. In particular overriding the GP instructions when not qualified to so do is just stupid.

This may be a commonplace but it doesn't make it right and nor should we be saying it's acceptable. Many practices managed to have a nurse or doctor or otherwise qualified person doing triage calls for the list of patients who couldn't get appointments but state the request is urgent.

BunchHarman · 19/01/2023 13:07

I care, @GoldenCagedBird. I’ve been thinking about you after your other thread. Your misery was palpable.

I cannot understand some of the ludicrously critical replies you’re getting on here. Based on the embarrassing lack of comprehension some posters have demonstrated, I can only presume they’re from the element on here that falls all over themselves to criticise an OP, no matter what they’re posting about.

I’m off to read your update and I hope it’s good news.

BunchHarman · 19/01/2023 13:09

Just read it. Fuck. 😔

RufustheFloralmissingreindeer · 19/01/2023 13:09

I had stitches after ds1 and piles that apparently looked like a bunch of grapes

i honestly thought the pain was from the stitches at first but the midwife said it was the piles…and that from what she’d heard from patients that piles were much more painful than stitches

Seeingadistance · 19/01/2023 13:16

keepareaclean · 19/01/2023 10:16

She hasn't blocked you getting treatment. She put you on the list for a call back after you clarified it was something that needed attention today. That's absolutely normal.

This.

She listened to what you said, and has given your priority.