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Original poster

GP receptionist, is this normal?

27 replies

Plfsxfppg · 04/10/2023 19:13

I have been thinking about this for the MST five days. Last Friday I called about my daughter (5) blood test results. I had called earlier last week and they weren’t back. No issue, I said I would call later in the week. I then called on the Friday, as soon as I said I was calling about my daughter’s test results (didn’t even specify blood test), the receptionist said it was back and all normal. It wasn’t until after I hung up that I realised they hadn’t even asked my name or DD’s name. A similar thing happened when I went to the gp’s for something around a month ago and I had to leave a urine sample. I came in with it and explained to the receptionist (a different one to last Friday) that the gp had said they would label it. She was very polite and said that’s fine, took it off me and I said don’t you need my name? She said no she knew who I was. I do live in a remote area but we are still a population of 2,500 people so it’s hardly tiny! I have only lived her 2 years and been to the doctors maybe twice myself and 4 times for DD. I think this is weird? And I also worry about confidentiality they they do not confirm details? Is this stuff normal?

OP posts:
Original poster
Plfsxfppg · 04/10/2023 19:13

*the last five days

OP posts:
TheShellBeach · 04/10/2023 19:16

Our receptionists know who is calling by the phone number which comes up when the call is connected.
And all the staff know everybody, because this is a remote area.

Original poster
Plfsxfppg · 04/10/2023 19:17

@TheShellBeach thanks I wasn’t aware they had that, could be that then

OP posts:
fridaynight1 · 04/10/2023 19:18

User ID? My GP can see my phone number which links to my name.

Wishitsnows · 04/10/2023 19:19

What if she had used a friends phone. Not really a very good idea to assume.

Original poster
Plfsxfppg · 04/10/2023 19:19

The only thing is they’ve definitely asked who is calling before now

OP posts:
Hummingbird233 · 04/10/2023 19:20

Whilst they will likely be using a telephone system that identifies patients, they should still confirm who you are before sharing confidential information. I'd probably feel the same as you OP.

wellandtruly · 04/10/2023 19:20

I was similarly a bit taken aback when I phoned to ask about how to get a medication review. I hadn’t given my name or anything, and the receptionist knew exactly when my review was due.

Sleeplessinseattle234 · 04/10/2023 19:21

R u there a lot? I loved in a village and have a lot of problems. The receptionist knew my name.

CalistoNoSolo · 04/10/2023 19:22

Sounds massively unprofessional of both receptionists.

Original poster
Plfsxfppg · 04/10/2023 19:22

It just makes me uncomfortable. It’s as if they know everything about me! I hate it.

OP posts:
RosaElize · 04/10/2023 19:25

On this note… when I was on Critical Care after a big operation, I was handed a phone and told it was my husband. I answered several questions about how I was getting on in my post anaesthetic state before realising he was a complete stranger, made all the worse by the fact that his actual wife in the adjacent bed was actually not recovering well at all …. So these mix ups do happen!

In terms of the GP though, I’ve always been asked name/DOB before discussing anything and just would assume that’s normal practice

Havanananana · 04/10/2023 19:26

This is not on. Receptionists are supposed to identify the caller to be sure that they are maintaining patient confidentiality.

Suppose a mother used her daughter's phone to call the surgery and was told by the receptionist that the pregnancy test, STI test or whatever the daughter was being tested for was positive?

Not only would this be a hugely inappropriate and a breach of confidentiality, but in some cultural groups this could have very serious repercussions for a young, unmarried girl. [As a former NHS employee, this is one of the scenarios used during training to emphasise why correct identification was important].

Prescottdanni123 · 04/10/2023 19:31

They should still confirm it is you for confidentiality reasons and so they don't get two people mixed up.

Me and my friend live in the same small town with very similar names. Like Daisy Miller and Maisy Milton (not our real names but equally similar to each other). If receptionist doesn't check name properly, she could give wrong results to the wrong person.

Cotswoldmama · 04/10/2023 19:33

I work in reception at a GP surgery and I always confirm name and date of birth to be sure of who I'm speaking to. So it seems very strange to me. I don't see any caller id. I can check the number of the caller but that wouldn't identify the caller. We don't allow urine samples to be left unless the bottle has been filled out with a form to go with it as we have a lot of people who just decide they want their urine tested and a doctor hasn't even asked for it!

Muchtoomuchtodo · 04/10/2023 19:33

That’s unacceptable.

What if you had more than one daughter who had had a blood test?

Stopthatknocking · 04/10/2023 19:36

At the walk in hospital another patient was treated under my name, as for some reason the Dr thought she was me.
All her notes were put onto mine.
She took the prescription and the pharmacy refused it because it was in my name!

They obviously didn't check her details at all at the hospital.
She is lucky there was nothing on my notes that would have impacted her care.
Now I have someone else's symptoms against my records, as apparently they can't be deleted from my record.

Whapples · 04/10/2023 19:44

That’s bizarre. I’ve always been asked my name and date of birth when calling, even when I lived in small towns and I saw the doctor frequently! Also my last two pharmacies knew my name just still confirmed it when I picked up my medications bc they should professionally! My mum didn’t get asked to confirm her address once when getting a prescription and it belonged to my aunt with the same name.

Catswillbecats · 04/10/2023 19:54

I am a GP receptionist. At our practice we don't have the software that identifies patients from their number so will ask for dob and full name. When a patient asks if their results are in EVEN if the results are normal I am not allowed to give that information but will book a results call with a gp. The gp can ask me to give results but I can't just do it if the patient asks.
Yes I can see everything. If you call to ask a question I log that on your record. I am not allowed to look at your record unless it is justified. Our practice manager can run an audit and can see who has accessed a record and what has been looked at. I can see consultations but really don't have the time to think about it. We are so busy, the phone rings constantly. (We are a large practice with 7 doctors and 3 nurses and a lot of patients. There are 2 receptionists answering the calls and checking patients in. I am not grumpy and I want to be as helpful as possible. My colleague is the opposite unfortunately. Hmm
At my doctors they have the software that IDs from number but they still check name.

Original poster
Plfsxfppg · 04/10/2023 19:57

@Catswillbecats can you see medical records then? Do you think they keep confidentiality? I feel paranoid now!

OP posts:
bellsandwhistles333 · 04/10/2023 20:00

I was a GP receptionist and yes if you call from a regular number we will have you details pre populated before we say hello :) she should always be confirming however that is mandatory.

bellsandwhistles333 · 04/10/2023 20:04

@Catswillbecats my surgery was slightly different of results were all normal we could tell the patient If they needed a further appointment or they were abnormal next we didn't and had to book a follow up and just say we couldn't see the results. Interesting how places differ.

Likewise with having full access to medical records when a call comes in but we were not meant to go on records unless we had related tasks and would be asked why if we had

junebirthdaygirl · 04/10/2023 20:43

With the same doctors surgery for 30 years. Receptionists know me well but still check, name, address and date of birth each time. If l call about tests they check if they are back and say..yes they are here l will get a doctor to call you with the results. They absolutely will not give results. I actually think they know they're back but can't actually access them as it's a lot of private information.

Catswillbecats · 04/10/2023 20:51

@bellsandwhistles333 A doctor can ask me to let a patient know results are fine or to book a follow up. If the patient calls to see if results are in I can't just give them over the phone - reason being normal results may need further investigation and abnormal results may be ok in different circumstances. Sometimes (as you probably know) a marker may be high owing to inflammation that may now have passed but if I say abnormal the patient will worry for nothing.
@Plfsxfppg I can see the record but I don't because there are very strict rules called Caldicott Principles. Every thing I do leaves a footprint. I would lose my job if I snooped! If I go into a patient's record I have to leave a note to justify why I was there. Eg Adding a hospital letter- sending a text messsge- updating contact details- a conversation with patient including what I have said.
I care about the patient in the moment but once I am on to the next patient I don't think about the last one. I probably took 40 calls today plus many many in person conversations PLUS emails. Definitely no time nor inclination for being noseySmile

Thoughtful2355 · 04/10/2023 20:51

my Doctors always check who i am referring too as I could have been a family member trying to get confidential information or something

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