Rude gps

[mumma224]

Why are gp receptionists so rude? And why do we just act like that’s standard? Every time I’ve called up recently I’ve been met with some condescending women acting as if me calling up is inconvenient for her. I don’t want to hear nothing about how awful they get treated because to be honest, I don’t feel like being so polite after I am instantly met with rudeness from them. It’s at the point where I get stressed whenever I need to call up.
I get the job is stressful yes but retail workers, others in customer facing jobs, we don’t get to treat customers like crap just because we can’t emotionally handle the job and everything that comes with it.

Thank you, that's very kind of you ❤️ while I was waiting to be seen on Monday, I was called in 15 minutes late by the nurse. I went early in the morning and no other patients were even being seen. Another lady turned up to reception as she'd also been referred for a blood test. She was told 15th February. Just ridiculous. It's a 5 minute job.

Exactly. That’s just ridiculous.

I think it's because it's tolerated. Businesses put a lot of effort into giving decent customer service. I'm a supermarket manager & I'm constantly managing & coaching customer service that falls below standard (which it often does when you pay a smidge above minimum wage & have a high number of neurodiverse & disabled employees).

It's not something that NHS & GPs in particular value & give importance to so it's very dependent on individual staff. Many poor staff who are rude & lack customer service skills are never pulled up on it. It makes their job a lot easier. There's some things on a CV that are a massive red flag when I'm recruiting & working for the NHS is definitely one of them.

Customer service training is extremely important as it boils down to effective communication skills, empathy etc. A lot of professionals stick their noses up at it as they believe their skills make them above basic standards. Many professionals now offer customer service training but re-named as things like 'advanced communication & problem solving' to get around that.

Mine are all lovely

“They” don’t think they can act as a triage system, they are trained to do so by the practice, and it’s an expectation of the manager that this will be done. It doesn’t take a genius to work out that a child with an ingrown toenail is not as high priority as a 90year old with suspected cellulitis.
I speak as a former gp receptionist who was always polite despite dealing with some truly unpleasant people all whilst on minimum wage.

Were they rude or just a bit firm?

I respectfully tbink that is absolutely mad. I know its not your fault at all and you were just doing your job but I just can’t Imagine someone, say a middle aged man having to explain to a woman receptionist over the phone that he was having prostate trouble. It just seems crazy that people should have to answer medical questions asked by a receptionist to get an appointment.

This!

I wasn’t booking an appointment, I was calling up to get medical notes about my toddler. That however is my general opinion, I shouldn’t be having to give EXTENSIVE details on my issue to make an appointment, it’s unnecessary and an invasion of privacy in certain circumstances.

It’s not about asking questions, obviously we need to give them the basics for them to book us in with the right person etc, that’s not rocket science. It’s about complete invasion of privacy, there are some things that they just don’t need to know yet think they’re entitled to that information.

I agree I think that’s shocking tbh

I didn’t realise that GP’s in a surgery are specialised in different things? Like what for example? Not being funny just curious.

My GP once told me to go and book another appointment with the dragons at the desk! Says it all! 😂

I know it’s not the most comparable but if you’re that miserable in your job that it is reflecting in your work, that revolves around vulnerable people, you need to leave that job instead of making it everyone else’s problem.

Well I suppose really it should just be easier to get an appointment . If you could get an appointment within a few days for anything then there would only be a need to explain if you feel you need an urgent appointment that day. I’m in France and that’s the only time I’d explain and have rarely ever had to. I normally just phone and make an appointment no explaining needed.

Or maybe just read the post??😂 GPS are generally pretty crappy these days either way, and that’s why A&E is constantly overloaded with people that don’t need to be there.

Agree, there seems to be a culture of contempt for patients. it is a common theme . Same with a&e staff. Amusing that they have posters up saying not to be abusive to them then first thing they do is give you a mouthful.

They arent rude I bet alot of people are rude to them though.

Stressful job.

I do know I will be taking some chocolates into the gynaecology ward because the staff treated me really well. They know you're nervous but they are so kind and caring.

"I'd rather not say". "It's personal, thank you"

Not unreasonable to say.

Same experience as you OP @mumma224

I’ve been registered with the same GP practice for over ten years, and because of ongoing health issues I need to book appointments several times a year. Every receptionist I’ve dealt with at this GP practice has been consistently rude, condescending, and prone to talk over patients. On one occasion, a receptionist even gave me dangerously incorrect medical advice. She told me I no longer needed a heart medication, which is absolutely not their decision to make!

There was one receptionist who was initially friendly, but within three months she was behaving like the others 😂

One star on Google map. No better option around unfortunately...

Lovely support from above. Says a lot as to what little the doctor has done to improve and issues.

Yes, if a GP calls a patient in and it turns out they have a sore tooth, or eye problems then the receptionist who booked them in will have her arse ripped by the doctor.
Dentist for teeth, opticians for eyes.

Also, patients think that if the nurses who would take blood or give injections then a go is as good. Heaven forbid.

Yes it should be enough .

I feel your pain to an extent but honestly it must be a horrible job. Like basically everyday they repeatedly have to tell people there are no appointments, then either know they have exacerbated a polite and understanding person's pain or worry, or get abuse for not given a rude, unkind person something that it is just not in their power to give! Plus, most of the time when it goes well they won't see it. When the GP tells you your test results are back and it's nothing to worry about, or the scan showed the cancer has cleared or whatever, you celebrate with him or her even if it just a "thanks for getting that test sorted doc", who actually goes to the receptionist and says "thanks for booking that appointment or phoning me about those results". Not many, and I don't know that we should, but it's a pretty grim task.