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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be angry at the way the doctor's receptionist spoke to me? (Sorry a bit long)

30 replies

NorwichMummy · 22/05/2008 16:05

To make a long story short, ds aged 2 suffers from eczema and had got it very severely all over his body. Have just registered at new doctors as we have moved and new doctor prescribed him steroid cream to help clear it up. Worked a treat, had a follow up appointment and he was very pleased with his progress, but said once I stopped using cream if it flares up to come back and see him rather than any doctor at practice.

So I stopped cream on Tuesday and by this morning ds' skin had really flared up and he has been complaining he was sore. So I phoned doctor who told me I could have an appointment with this particular doctor in a "couple of weeks", I said I wasn't happy with that as it was a very distressed 2 year old we're talking about and she told me that there was no concessions made for young children and bring him in a couple of weeks. I asked if it would be possible for the doctor to call me so discuss the situation over the phone and she took my number and said that she'd pass it on "if she saw him"

I have just called back as I haven't heard anything from doctor, and have found out that she didn't pass on my request. I asked what else could be done and was told "just make an appointment for a couple of weeks or leave" I was really shocked by this attitude and feel really angry. I know that doctor's receptionists are under a lot of pressure from patients, and I said as much to the lady on the phone, but I always thought that people made more of an effort when a child was involved. I know at my previous surgery the staff were really helpful regarding ds. So now I don't know what to do, have a very sore child who isn't happy and not sure if I should complain about my treatment?

OP posts:
Dropdeadfred · 22/05/2008 16:07

She does sound really rude, but personally I would make an appt with any doctor there - they should all be able to help

Tortington · 22/05/2008 16:09

they should all have your childs notes - i would make an iammediate appointment

DelGirl · 22/05/2008 16:14

your poor ds. Honestly, i'm sure (most) resceptionists have special training on how to be as f&&&&&&& awkward as possible. I would ring back and say it's an emergency and not tell them the reason.

They really annoy me and i'm on your behalf.

I had to take dd last week as she was poorly and is on anti b's to reduce the risk of uti's. I was asked to get a sample for testing and asked if they would give me a sterile pot which they keep so I wouldn't have to take dd home and come back the next day with the sample. She wouldn't, even though she had one. Really annoyed me.

duchesse · 22/05/2008 16:15

Doctors' receptionists are recruited for their ability to brush off on sight. Take no notice.

Poshpaws · 22/05/2008 16:28

Your poor DS and you. Must be the day for receptionists and poor customer service, although my case is nowhere near as urgent as yours.

I have just returned from DS1's dentist appointment having dealt with a receptionist who, seeing me waiting at the desk with a 6 year old, 3 year old and 1 year old who were getting restless, completely ignored me. She gave me a dirty look when DS3 started screaming with joy and that is when I firmly but loudly said 'would someone please serve me instead of rolling there eyes,as my children will continue to make noise if they are bored waiting'. Even then she didn't serve me, the dentist came out, apologised and served me. Then once I had filled out the form for DS2's registration, she mumbled something. I didn't catch what she said so I said ok and was about to leave. Then she went to throw my form in the bin and said 'Well, he won't be registered then' It turned out that she had mumbled that I would need to book an appointment to ensure DS2's registration. Needless to say, her customer service skills leave a lot to be desired.

Forgot to add that when she ignored me, she proceeded to make a call on her mobile phone to cancel her duaghter's bank account.

Hope you get the service that you and your son deserve.

kingprawntikka · 22/05/2008 16:31

I wonder if its worth ringing and asking to speak to the practice manager and make a complaint about her attitude.

Original poster
NorwichMummy · 22/05/2008 16:31

Well here's the irony, I after having my vent on here decided that it is more important to get ds seen than kick up a whole fuss about seeing this particular doctor so..... I have just called back, said it is an emergency and need to see a doctor with ds and have been given an emergency appointment with the doctor I wanted to see in the first place! Am beginning to wonder if the practice is managed by clowns!

OP posts:
branflake81 · 22/05/2008 16:39

hmmm..she was probably pissed off that you were shooting the messenger. I am a PA and get so much shit from people when I tell them they can't meet so and so at the time they'd like etc. It's never my fault, it's just "how it is" and sometimes I find it hard to be patient.

TheDevilWearsPrimark · 22/05/2008 16:42

We must be lucky our GP is open between 8-12 then 2-7 and you basically turn up, state who you want to see and wait.

This is how they should all be, no loss from people failing to make appointments etc, and no waiting for two days when you are ill.

TheDevilWearsPrimark · 22/05/2008 16:42

Hope your DS is okay btw.

TheFallenMadonna · 22/05/2008 16:43

What if you need to discuss a non-urgent matter? Do you really need to take a whole morning or afternoon off work to do so?

TheDevilWearsPrimark · 22/05/2008 16:45

They have thursdays for appointments only, but also the practice nurse who sees any drop in people and fits them in.

TheDevilWearsPrimark · 22/05/2008 16:46

Plus I've never waited for more than half an hour.

juliejukes · 22/05/2008 16:47

I would tell the Doctor exactly what I thought of his receptionists customer care skills. There is no need to be spoken to like that. Hope your DS is better

ChukkyPig · 22/05/2008 16:48

It's very common I think. After my baby was born I managed to keep it together really well on the "baby blues" front. In fact the one and only time I burst into tears was due to a GP receptionist.

I think they go on special training courses.

Hope your DS gets what he needs for his ezcema and it calms down again.

MilaMae · 22/05/2008 16:52

I had exactly the same thing a couple of years ago I'm afraid I kicked up a fuss and said as it was red it was infected and my son had a right to see his doctor who was treating him and was the skin expert in the practise. They then funnily enough managed to find an appointment. when one apparantly didn't exist before.

The thing with exzema is it has to be managed very carefully. I followed my dcs plan of action to the letter always seeing him and it's practically gone now.

I'd ring back and say "so my son can't see his doctor for 2 weeks can I check with the practise manager whether this is within the gov guidelines for seeing your own doctor" and that you'd like to discuss with the practice manager that you'll be taking it further if a 2 year old boy in pain can't see his own doctor for 2 weeks. You could also say you need to let the practice manager know that their staff are going against their own doctors advice and basically witholding treatment.

God I moan about our receptionist but they would always try to get a particular doctor to at least phone. Surely they have to pass messages on, they aren't medical experts so aren't qualified to pick and choose what gets through.

It really bugs me the hoops you have to go through these days to get any doctors appointment. We have to be on the phone at 8.25 exactly otherwise they're all gone. They can't book you in for the emergency surgery you have to ring back later and as for booking ahead-forget it,it's even harder to get one of those than ringing on the day. This for seeing any doctor let alone our own one who we never get to see which is ok if it isn't an ongoing problem.

Sorry to rant but it really bugs me that we get a much shoddier service these days than when I was little. It's a shame as the actual doctors at our practise our fantastic, it's just getting to see them. Our receptionists are lovely too so you can't help wondering why it's such a nightmare to get appointments.

hertsnessex · 22/05/2008 17:07

Personally, If I knew the doctor was working that day I would go up near end of surgery and sit and wait in reception - I would not waiit for an appt if it is that bad.

pinkyp · 22/05/2008 17:12

i'd phone back and say your not happy with the way you were spoken to regarding this and ask if you could speak to a seniour member of staff before you take this further. She'll either get you someone of suddenly have a cancellation. I needed the dentist urgently and got told to wait 4 weeks for a "emergency appointment". I asked if i could ring for a cancellation and she said yeh "if u want". I rang up 6 times a day, by the 6th phone call she managed to "slot me in".

Original poster
NorwichMummy · 22/05/2008 22:08

I'm glad to say that the doctor was fantastic and my son is now hopefully on the road to recovery, being fast tracked to see the specialist at the hospital which has made me feel much brighter. I mentioned the problems I had today to the doctor and he said that he would take it further as it was an unacceptable way to treat someone with a young sick child. What made it worse was that there is a baby clinic on a Thursday and he was the doctor running it today, something the receptionist was aware of this morning when I called

Branflake - I think you missed the point I was trying to make, I even said to her on the phone that I completely empathised with the fact she has a tough job and it must be very demanding with patients demanding to be seen by a particular doctor at a particular time. What was so poor about the response I received from her was that she had no interest in the fact that it was a young child who was sick and in a lot of distress and that he has to see a specific doctor who is managing his condition. All I needed was a 5 minute chat over the phone but she wouldn't even pass on a telephone message to him.

OP posts:
LittleBella · 22/05/2008 22:18

I would make a formal complaint. I thought you were supposed to be able to see a doctor within 48 hours and if she is telling you 2 weeks, then she is either not doing her job, or she has been briefed by the surgery not to follow govt guidelines and therefore the surgery need to be made to account for themselves. Either way, something's not right here.

ruddynorah · 22/05/2008 22:19

i had THE best service i've ever had from my new surgery this week.

dd's eczema had a flare up in the recent heat. i rang the new surgery (first time since we moved to new area) at 8.30 because that's what we had to do at our old surgery to get a same day drop in appointment thing.

i get through STRAIGHTAWAY to the gp! turns out they have a gp man the phones til the receptionists turn up at 9. said it's easier cos a lot of urgent things the doc can sort over the phone. he wrote me a script for dd's steroid cream, having looked up her old notes on line. said i could pick it up at 9.

did it, sorted. cream applied by 9.15.

bloody MARVELLOUS!

Original poster
NorwichMummy · 22/05/2008 22:31

I could have seen a different doctor as an emergency appointment LittleBella, problem is I need to see a particular one, as he is a skin specialist

OP posts:
LittleBella · 22/05/2008 22:32

Ah yes, sorry forgot that bit

3madboys · 22/05/2008 22:37

I would complain as well, its appalling when children are involved and you cant get to see a GP.

This week ds4 (9wks old) suddenly developed a high temperature and become very floppy and glazy eyed, luckily the HV was actually round doing a visit, she said he MUST be seen by gp, so i phone the surgery and say i have a sick baby who must be seen, and get the we have no appointments available etc etc, and i reiterate i have a 9wk old baby with a high temp etc, still no appointments available so i said i wanted to speak to a GP, ten mins later i get a call from a GP, he asks me whats wrong i tell him that i have a young baby with a high temp, so he says bring him in NOW, i went and we got seen straight away, you should have seen the receptionists face seriously, i know they have a tough job, but they can be incredibly rude.

also ds4 is my 4th child, i KNEW something was not right and so i persisted and made sure he was seen, when i had ds1 i may not have been so stubborn as i was young and inexperienced etc. luckily it was just a virus and after some calpol and a sleep ds4 made a miraculous recovery, but it could have been serious.

anyway i guess what i am saying is that in cases involving children there should be some system that enables them to be seen

i am also in norwich btw i used to be a the university drs and they were fab, but my new surgery is not so good either.

Original poster
NorwichMummy · 22/05/2008 22:45

It's the sheer inflexability that gets me, ok I could understand if it was me wanting an appointment for myself and they offer me an alternative but when it is for a child, and the doctor has made it very clear that I must see him it makes the whole GP thing a nonsense. I feel really sorry for the pressure that GP's are under, three of my very good friends are all GPs, but the staff that support them seem to rub people up the wrong way so badly that there is alot of bitterness and resentment that comes out when they see patients.

3madboys, my name is a complete illusion, I don't live in Norwich but Yorkshire, although we did spend many happy years in the Golden Triangle, really miss it

OP posts: