Rude receptionist

[OneBrightAzureBiscuit]

hi just wanted to rant and see if other people can relate

i am 99.9% sure I’ve torn my rotator cuff- there’s also a crunching noise and clicking when I lift my arm now. I went to urgent care like a month ago they said it was sprained and to call the GP if it doesn’t get better. It got worse!
I called the doctors surgery today waited for like 40 minutes I was 54 in the queue!! It got to 9:45 when they finally answered. I explained the situation and the receptionist was rude and had attitude in her voice. The conversation went like this:

me: “explains issue”
her : unfortunately we are all booked today (but in a snotty tone
me: ok , I have been waiting on hold for about an hour I’ve called up early
her: unfortunately we don’t make the rules, dont shoot the messenger

i said I’d call back another day and she hung up. It wasn’t just what she said at all it was the tone of voice. It really is so hard to get hold of a GP.
i had to rant
maybe I’ll try tomorrow one minute in advance.

I would perhaps go to a walk in centre if you’re struggling to get a GP appointment. 111 can also book appointments at local walk in centres too if you give them a call.

Tone of voice is subjective. Her words suggest that she interpreted YOUR tone as rude ("don't shoot the messenger.")

If you call one minute in advance at my surgery, you get a message telling you to call back at 8am.

Telling her you have been on hold wasn't going to magically make an appointment appear.
Why didn't you say "ok is there any appointments for tomorrow?".
She hung up because you said you'd ring tomorrow.

I think the receptionist probably was stressed and fed up and had, had multiple people complaining or saying the same thing to her. I can understand why she perhaps wasn't at her best. Bit if a rubbish situation for everyone.

If you have a minor injuries or walk-in maybe you could go there? Or try again tomorrow, I guess Mondays are always the worst with the weekend.

The doctor will only refer you else where so pointless ringing for an appointment anyway.

I appreciate they have a job that can be difficult / draining / unappreciated. But I'm with you, basic manners and kindness cost nothing, especially when dealing with people unwell or in pain.

I had similar issue with a dental receptionist. I had an abscess and was in so much pain. They couldn't offer me an appointment for three weeks and nowhere else would see me as I was registered with this dentist.

I kept ringing up each day hoping for a cancellation as I was in so much pain, it was unbearable and my jaw started to swell. I was in tears of pain and frustration, but never ever rude. The receptionist spoke to me like I was shit on her shoe, utterly vile.

When I asked if they'd just remove my tooth when my appointment arrived, she replied. "I don't know, do I? I can't see into your mouth, I'm not a dentist!"

Just no need for it. Luckily I found another dentist who would take me on.

Hope you get your shoulder sorted.

Yeah it's shitty but she won't have made the rules. It's a Monday morning and there's so much flu around! Also they did say you were 54th in the queue, so you knew it would be ages and you could probably have guessed they wouldn't have any appointments left? If you've waited a month I would just leave it a couple of days then try again.

If you think their processes are flawed then by all means raise a complaint with the practise.

"In a snotty tone" is subjective. You'd been on hold for 40 minutes and are in pain, only to be told "not today" so you may have added an extra layer of meaning to her voice

You would then also come off as rude and complaining (like the last 5 people she'd spoken to) by saying how long you'd been waiting. They don't go "well there are 54 people in the queue at 8am so we will have to see 54 people". Unfortunately you weren't as quick as the others.

Her response was in reply to your perceived rudeness. You said you'd call back and so she hung up so she could deal with the rest of the people on the line, who were nearly all probably going to give her the same attitude because they "must be seen today" but were later in the queue

Go to a minor injury unit or walk in centre if it's that bad.

blame the targets.

The farce you describe is because of "Targets"that are put in place by governments and instead of solving a problem, it makes the system act in such a way that means the measure is met. The service may be shit, but the measure is met.

If the measure is that "all urgent appointments must be seen within 24 hours" then you can't make an emeegency appointment for the next day because that will not meet the target. The surgery can't meet the measure, its impossible, so they implement a system that means they only release 8 appointments, because they only have staff to resource 8 appointments and when they are gone they are gone. Doesn't matter if they have 50k patients, if they only have 8 appointments, the measure is met.

Targets... that's why.

I know it's shit, I'm just explaining why.

I've had a torn rotator cuff, it's very painful, and you don't get any relief from the pain...it was finally diagnosed after I was sent for an ultrasound.
My GP always ask if it is 'urgent for today' which really it wasn't, I'd had the pain for a while at this point, just thinking I'd pulled a muscle.. I was offered an appt later in the week - which set the ball rolling for treatment.
My GP has long wait times when you phone, but I do find that phoning at lunchtime, or after 4pm seems to be less of a wait.
Their job is not the easiest, but maybe asking to book a non - urgent appointment might be an alternative approach?

What are the rules? No appointments bookable in advance?

It sounds like you expected to get a same day appointment but it's not clear if that's your only option. How long you held for is annoying but not really relevant to the receptionist.

If you have the funds I'd find a private physio. It's what I did when I had a torn rotator cuff. Trying to see a GP at the moment is impossible.

I was only thinking yesterday how bizarre it is that they're still running these ridiculous adverts on the tv saying that if you've had a cough or diarrohea for more than a couple of weeks it could be a sign of cancer and you should make an appointment to see your GP.
I want to shout HOW? very loudly at the tv

This I'm afraid.

While I agree in principle that 'basic manners cost nothing', it is always the front line staff who end up taking the strain.

The real problem is simply that the level of demand for appointments far, far exceeds the funding and hence the number of appointments available. The receptionist is facing an impossible task and deserves our sympathy rather than our condemnation

im with you OP, a GP receptionist recently raised her voice at me and spoke to me quite aggressively regarding me trying to book an appointment for my anxiety disorder! i understand the job is quite stressful and must be irritating having a lot of people say the same thing but if you aren’t able to cope with it in an understanding and kind way when people are ill and vulnerable it’s my belief that you might be in the wrong line of work!

Not in UK so this might not apply. Is it possible to see a Physio and get referred for specialist treatment that way? That’s what my friend did when she needed an MRI on her hip.

Does your GP support econsults? This allows you to fill in an electronic questionnaire which your doctor then reads and gives you the most appropriate advice, eg appointment, physio, scans.
It is so much easier if they do it. Go on your GP’s website and it should tell you if yours does this.

If you were 54th in queue she’s already answered 53 calls and probably at least the last 15 she’s had to tell them they aren’t getting an appointment.

who knows how many times she’s been shouted at and abused so far and she knows she has to keep doing the same thing for the next 54 in the queue

Give her a break! Poor receptionist, probably gets abuse all day long. Book an online appointment or email in and ask to be referred to orthopaedic clinic.
I can't imagine being a GP receptionist (and I work front line NHS)

Does your GP surgery offer eConsult? I would do that. Or try a local pain clinic.

I moved from a GP like this to my current one and, oh my word, the difference.

The old one would mean calling as soon as the clinic opened, holding for an hour, and not getting an app.

Always seeing a different doc.

Rude and frazzles receptionists.

The new one answer within 5 mins, and you nearly always get a same day app for kids (within the week for adults).

Happy and helpful staff.

Night and day.

If you can change practice, check online reviews for others.

A physio might be able to help more quickly if you are in pain.

Just to second above is there e consult or patches on your surgery website? This is ideal for that , where I work it would be a direct referral to our musculoskeletal team who would book USS and ortho / physio imput without seeing the GP.

Me too. And I work in Primary Care....

Yes it is... often you can slef refer for physio- might be worth Googling