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 had to get some incorrect information changed on my records. Contacted the gp surgery as it seemed a good starting point.

Got passed back and forth between GP, clinic and 111 many times. Clinic and 111 INSIST the GP surgery must sort it.

I ended up really pissing off the gatekeeper at the GPs because when she refused (for the third time) I said "Oh... Well I asked 111 what I should do when you inevitably fob me off again and they said speak to the practice manager so I will speak with her now please."
It was done within 24 hours.
I am VERY pushy now. I'm rarely ill. If I am I won't be dictated to by someone with zero medical training.
I really feel for people that can't advocate clearly or themselves.

I work in a GP surgery. Receptionists do not triage patients, as they are not clinically trained.

In our surgery, when a patient asks for an appointment, and there is one available, they are booked. They are asked for a brief description of the problem so it can be noted on the appointment, so the GP has some idea of what the patient is seeing them for.

If the appointments are full, which often happens by 9am due to the sheer volume of calls, the patient will be asked if it is medically urgent for today. If they say it is, the receptionist will put them on the duty Dr's list for a call. The receptionist does not triage, if the patient says it's urgent they are put on the list.

When the duty list is full, receptionists send a task to the duty dr for each patient requesting an urgent call, asking how to proceed. The GP will decide whether it is urgent and needs a call today, or whether it can wait. This is why the receptionist asks for details of the problem.

This continues until the duty dr advises reception they are unable to take any more patients that day, at which point receptionists will advise patients to call 111 or go to A&E.

Most days the duty list becomes full, usually in the afternoon. Before christmas the duty list was full by 10am on several days, due to the news coverage of strep A.

GP receptionists at my surgery are not employed to block anyone's care. The real problem is the system. We have 7 GPs, and 11,000 patients. You do the maths, it's not the receptionists fault.

Maybe they shouldn't do it, but I got triaged by my GP's receptionists. I'd been told by a HCP to talk to my GP about a specific problem I'd mentioned in passing, as it needed investigating. When I rang & tried to make an appointment for a phone consultation with the GP, the receptionist told me I should go in & see their nurse who specialised in exactly this problem, & not bother with the GP. But when I saw the nurse she asked me why I was there, as she deals with the acute version of this problem, & mine was chronic. Complete waste of time, & neither of us was happy about it. So yeah, they shouldn't triage patients.

How fucking rude she heard the word pile and thought you were being ridiculous probably rolled her eyes to her colleagues it's not a trivial matter it is bloody urgent and not normal call 111 and get their advice and ring back and demand ir is an emergency if you cannot sit walk and are in agony it needs bloody sorting properly hope it's better soon.

@SiennaSienna

Thanks for sharing. It's always interesting to see how other countries deal with things. Personally, having lived in Asia I loved being able to go to any pharmacy and get my medication with ease, or see a doctor whenever I wanted. I had to pay of course, but the cost was a fraction of that in the West and the care was excellent.

I foresee American style privatisation instead thanks to our Conservatives and their American healthcare lobbyists.

This - 100%.

Not sure why you were told 48 hours as usually 3 days but you are only doing as advised. The receptionist hasn't blocked treatment though as you are down for a call. Did the Gp inform you of the next steps of no improvement after the 48 hours should you call back ie referral to colorectal team for a camera or admittance to a&e? Hopefully you will get some answers soon. I can't imagine how painful it must be especially with a baby. Take care

I hear you pumpkin.

I can't believe the basing GP receptionists get for following the protocols the GPs devise. It must be and unbelievably stressful job.

The receptionist told her "no, goodbye" and the OP had to assert herself strongly to get a reluctant appointment. This is a common experience - you have to become the "sharp elbowed" to get access to health care. Those without sharp elbows or the hours to hang around on the phone miss out on health care.

Receptionists are not qualified to triage but the problem is just as much with practices using them as cheap triage services.

Yes. Agree. Another poster on here mentioned that receptionists have trainkng in confidentiality....
thids is very, very minimsl compare to degree level and higher degree level teaching on tbe topic to doctors and nurses during their undergraduate and post graduate training. You need years of experience of seeing and caring for patients in pain , distress etc. to have a real understanding of confidentiality and the need for a relationship of trust not just data protection and GDPR stuff.
Experienced practice nurses could perhaps be on hour long triage rotas during their hours of work throughout the day... routine calls to receptionist, triage calls to practice nurse on a different number.

Exactly. What an absolutely horrible thing to say, makes the point that disclosing medical details to medically unqualified people is wrong

I believe that on the second attempt the receptionist put her down for a call back? So that wasn't blocking her was it.
no they are not medically trained but you shouldn't be tying everyone with the same brush!

some are in fact very valuable and do pick things up. Some don't! I've had both positive and negative experience.