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.

She only listened because OP forced her too, OP shouldn’t have had to do that.

OP I am so sorry you are going through this. Do you have an urgent care near you?

You are right..she was wrong. And I think that if a receptionist can't be kinder and more polite, she is in the wrong job. Yes, a receptionist needs to maintain boundaries,but they are meant to help patients not make them feel worse.

Really? Why would you sigh at a description of the condition when you are literallly employed to triage at a doctors surgery?

piling on 😂

I really hope you very soon get the treatment you need OP. In my experience once you actually get to see the doctor or nurse in any healthcare setting they have emapathy, kindness, skill and compassion. I think receptionists working in GP surgeries should at the very least listen with courtesy and understanding. You did well to interject andI do think you should complain about the receptionist's telephone manner... it could be a learning point for her and you won't be the first or the last. You can usually submit your complaint online

Whilst I understand your frustrations about needing medical advice I thin there is a lack of understanding about the role of the receptionist.

They are part of the practice team, receive training, are bound by confidentiality and work to the guidelines provided by the GP practice. It has nothing to do with the quality of NHS staff as some people have suggested and much more to do with scarcity of resources caused by the governments chronic underfunding. I can't imagine their job is easy. You are on the list for a call back after clarifying your position so they aren't blocking treatment.

Come on, we all know when someone is prematurely closing an exchange

This 100%.

She was about to hang up, and it was only because OP managed to be bolshy and responded very quickly that she didn't hang up.

A lot of people wouldn't have felt confident interjecting and arguing like that, especially the most vulnerable people. It's not acceptable.

Same here. I couldn't believe that I had brought everything to the hospital that I was told to, and yet there was no haemorrhoid cream on the list!

I'm bookmarking this thread for the next time a thread comes up about how irritating it is when people don't read the OP properly. Or maybe it's just very low comprehension skills?

I think the receptionist just heard piles and thought not an emergency. And when you insisted gave you a phone appointment.

And you have to be able to stand up for yourself. Loads of conditions are pretty minor and do not need seeing that day, but in acute form do need to be seen quickly. I have a chronic illness which means I need to be seen when I develop a common condition,. So when I phone up I say I have x condition and I need an appointment because I now have y minor condition. I always get a same day appointment. Once I think I got a receptionist that did not understand my condition and that I needed to be seen, I pushed it and ended up saying well I will have to go to the hospital as I need to be seen today. She reluctantly gave me an appointment.

How mortifying for her that she had to actually go that far..telling a random stranger on the end of the phone about her intimate issues.
It seems we're all supposed to go cap in hand now to get any type of medical help. You say the wrong thing or YOU sigh and that's it..game over for another day and they accuse you of abuse.
It really is a shit show.

Our receptionist tried to do that to me once a few years ago, rang to ask for an emergency appointment for that day and laughably she just automatically said "no!" sharply before hesitating as she realised she hadn't actually asked me what was wrong (it was for my toddler who's infection had snaked up his arm, turn black and he was developing a fever) - as soon as I said that she said "oh...yes....a spot has just now suddenly become available".

Sure it has, sure.

It’s a disgrace op. It shouldn’t be this hard to get care. And nobody should have such stress trying to get help either!

Going against the grain, earlier this week my mother was very breathless (a longish term thing that had been getting worse). She called our GP and spoke to the receptionist who said she would ask the Dr to call. An hour later the GP called her back. An hour after that she was in for an appointment which included blood tests.

Two hours after giving blood she got a call from the GP to go straight to A&E with suspect pulmonary embolism.

She went and that's exactly what it was. She is now being cared for in hospital.

I do not doubt that there is a good chance the receptionist and GP saved her life that morning, by providing such a quick service.

There are good ones out there.

I agree. I’ve had really awful receptionist experiences, but when I have seen the actual healthcare professional they have not made me feel silly for attending or like I was wasting time. I really hope you can be seen by someone OP.

I am so glad she got the treatment she needed.

My DH had a similar experience where he was having a routine blood test in the morning. A couple of hours later he got a phone call from the GP saying to go to the hospital and a bed had been booked for him. Typically he asked if he could leave it till after work ended and the GP told him only if he wanted to risk dying. He went to the hospital and had brilliant life saving treatment.

As someone who lived in the UK for 17 years but in Europe before then and now in Canada for the last 10 years I’m always shocked at how it’s considered acceptable that people are expected to share personal medical information with receptionists and virtually having to beg for medical appointments in the UK.

Our GP receptionist tried to block me from an appointment recently related to post-partum complications and I complained to the practice manager. They apologised and said they would change their policy. I just didn’t want other recently post-partum women to face the same challenges, especially if they were in a more vulnerable place than me. But also, I’m not going to lie, seeing the wind knocked out of the snooty receptionist when I asked for the complaints policy was also enjoyable.

A receptionist at mine tried to insist a 34 week antenatal appointment could be done over the phone. I emailed to the surgery and they agreed I had to come in but the receptionist still tried to block it when I rang again.

There is no lack of understanding. A receptionist is employed to listen to callers and direct them to the appropriate person.

They are not employed to jump to conclusions and start to put the phone down on people.

As I said above, nobody is listening anymore.

@SiennaSienna People do not have to beg. We do not have enough Drs in the UK, Brexit has made it worse. So too few Drs have too many patients who want appointments. In fairness lots of people want appointments for very minor stuff. The receptionists has to allocate appointments to those who need to be seen that day. But the real issue is a lack of Drs.

Has anyone suggested trying Instillagel local anaesthetic gel? It helps sometimes.
pharmacyfirst.co.uk/product/medicines/firstaid/instillagel-sterile-lubricant-10-x-11ml-insm323/?gclid=Cj0KCQiA8aOeBhCWARIsANRFrQGegSjB43Jv9qXCa_Q6f7JboovBxScKZD1F4P4Fykjb-fpYilXJMysaAoyEEALw_wcB

They aren't known as the gatekeepers for no reason. I hope you feel better soon OP.