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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to want to tell dr's receptionist to shut up!

55 replies

mummy2isla · 02/04/2009 21:32

The receptionist in our dr's surgery thinks herself to be a font of medical knowledge.

My favourite example was when, at 4 wks of age, my bf baby started coughing up blood. She advised me that it must be because I'd been eating tomatoes and it had gone through the milk. Brilliant.

Last time I was there she asked me loudly how the coil was working out for me, in a busy waiting room.

Every time I go to the dr for myself or for my baby she asks me what the problem is !! I always end up saying something as I feel like an a*sehole saying something like "I'd rather tell the doctor". Anyone else get this?

OP posts:
fanjoforthemammaries7850 · 03/04/2009 10:22

and re. the giving of medical advice..the woman suggesting Calpol for the baby was probably being a bit stupid and shouldn't have done it but I hardly think she was being totally evil, just misguidedly speaking from her own experience, surely?

kitkatqueen · 03/04/2009 20:24

Maybe all of this really highlights 2 issues that could be easily resolved if the receptionists / practice managers actually realised that we the customers ( because we are customers you know ) were not happy about them.

The old wall mounted telephone kiosks used to have big plastic shield around them to deflect sound, couldn't a similar device be fitted? Even a perspex sheet at an angle to the waiting area would help.

In my gp's pratcise there used to be speakers between the reception desk and the waiting area with a notice saying that the radio could not be turned down as it was an aid to patient confidentiality. Where the queue forms there is a red line painted on the floor with a sign asking other patients to stay behind it whilst the person at the front is being seen. Even so some info would be heard, but it does help and does show they are considering the issue.

The other problem is that of receptionists making medical descisions / proclamations. That really shouldn't happen and the practise manager should do something about it.

Ultimately you have a right to complain if you are upset or concerned about the way the practise is managed.

Gentle · 03/04/2009 20:29

On our surgery, some of the nurses (one of whom is a practice partner) man the reception phones at certain times of the day, so if they ask questions I'm happy to answer.

FluffyBunnyGoneBad · 03/04/2009 20:31

M GP's receptionist won't actually give me an appointment with the GP of my request. Patients are to phone after 7:30 and book for the day, only every Jack and his dog are on the phone at 7:30. Within 20 minutes it appears that all of the appointments for this doctor are taken. She said they have patients waiting outside at 7:30 to see this GP.
I won't be getting an appointment with him or the Neurologist I need referring to any time soon then, not unless I wake ds up really early and go and camp outside.

Saltire · 03/04/2009 20:40

Fluffybunny - sound like my drs. If I want an appointment on Monday, I should have called 2 mondays ago. I wouldn't be able to ring them up and say "my Fibro has flared up, I'm off on Wednesday can I have an appointment" because they will say "No those appointments went 2 weeks ago, we can give you an apppointment for 2 weeks today though".

fanjoforthemammaries7850 · 03/04/2009 20:48

Fluffybunny - are you saying she pretends there are no appointments with him when there really are, just to spite you?

Seuss · 03/04/2009 20:50

I wouldn't like to be asked for too much info but have been in the situation where I have told the receptionist what was wrong in the hope of being squeezed in sooner(me bad but was v. worried). Our receptionists are pretty good, they remind us that we can see the nurse if we need to rather than asking questions themselves. And they don't hand out info but they do get the doctor to ring back at the end of the day. I'm happy with my surgery - just wanted to add a positive. Don't think the OP was BU though - the baby coughing blood situation is just plain scary!!!

FluffyBunnyGoneBad · 03/04/2009 20:50

I've been trying to make an appointment with this doctor for over a week! Every day it's the same thing, I start phoning at 7:30, can't get through until 8:00, by the time I do get through all his appointments have gone. I really don't think every patient wants to see just him every bloody day! She won't let me book an appointment for another day. The longer I leave it, the longer I'm being left with legs like jelly. All I want is a referral!

Two weeks is too long, you'll be feeling better by then unless you want to book one every week just incase you get ill. This will keep her busy!

fanjoforthemammaries7850 · 03/04/2009 20:52

"she won't LET you"?

Or perhaps the practice rules (yes practices do have them and receptionists to have to follow them) are that she must ask everyone to phone at 7.30, and isn't allowed to make appts in advance...just possibly?

{smile]

FluffyBunnyGoneBad · 03/04/2009 20:53

No fanjo, I'm sure she says this to everyone that phones for an appointment with him. What's the likelihood of the whole days appointments for one doctor being allocated in half an hour every day when it takes half an hour to get through every day and the same thing happens every day for over a week?
It's odd if you ask me.

fanjoforthemammaries7850 · 03/04/2009 20:54

I get enormous hassle from patients because I have to ask them to come in at certain times and sit and wait to be seen, for emergency appointments...however if I just booked someone in during the day for an emergency, outwith the set times, I'd be disciplined for not doing my job...as the rules are that people must come at these times for emergency appointments!

Seuss · 03/04/2009 20:55

I know surgeries have rules about advance appointments etc. but if fluffy has been ringing for a week now...seems a bit wrong to me.

FluffyBunnyGoneBad · 03/04/2009 20:55

But the phone's permanently engaged at 7:30 until 8am. It's like this every morning so anyone's chance of getting through is 0. See what I mean?

fanjoforthemammaries7850 · 03/04/2009 20:57

I think it's so funny that you think someone would be so warped as to work as a receptionist and pretend that there are no appointments available just for the sake of it, to spite someone she hasn't met.

FluffyBunnyGoneBad · 03/04/2009 20:57

Don't get me started on advanced appointments either, you can only do these a week in advance but (surprise) all of these are full aswell. It's been like this every week for a year!

fanjoforthemammaries7850 · 03/04/2009 20:58

FluffyBunny - well your problem is with the practice rules and you shouldn't go blaming the receptionist then. Write to the Practice Manager.

tears hair out

fanjoforthemammaries7850 · 03/04/2009 21:00

Yes, some surgery rules are crap. Some of the rules I have to apply are crap. And I get given endless grief for them because noone seems to understand that receptionists are given practice rules to follow, even if they don't agree with them.

sigh cry

Off to bed now

Seuss · 03/04/2009 21:00

Our surgery gets pretty busy too, we don't really get a choice of what dr we see, but then they are all pretty good so not really a problem. Have you pointed out that you've been ringing all week?

fanjoforthemammaries7850 · 03/04/2009 21:01

Am still laughing that people think it's a case of a receptionist pretending there are no appointments, rather than just a really bad appointment system!

Seuss · 03/04/2009 21:02

Aren't you ever tempted though Fanjo?

Seuss · 03/04/2009 21:04

Just kidding Fanjo - keep up the good work!

fanjoforthemammaries7850 · 03/04/2009 21:05

seuss-yes, i love pissing patients off so they shout at me.

FluffyBunnyGoneBad · 03/04/2009 21:06

I have pointed it out. Her excuse is that people are waiting outside for an appointment with him at 7:30. I'd rather have an appointment with someone I know IYKWIM. If the phone's constantly engaged for half an hour every morning, how's anyone going to get an appointment? I went to see someone else yesterday and the waiting room was empty! There's something wrong with the appointment system, I agree with this!

fanjoforthemammaries7850 · 03/04/2009 21:06

ah ok [cracks face]

FluffyBunnyGoneBad · 03/04/2009 21:07

I think the receptionist has a crush on him so limits his patients so he can take it easy I'll tell him this should hell freeze over and I manage to get an appointment.

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