GP Receptionists!

[irishamy89]

I've recently just registered with my 3rd GP surgery in London (due to relocating) and it never fails to amaze me how rude GP receptionists are.
I called them today for test results that I was promised on Friday (suspected uti) and the receptionist told me the doctor hadn't looked at the results yet. I told her "that's fine" however then she went off on one in a stern voice saying "you know were not medically trained to examine your test results". I then enquired if they re sent a referral that UCH allegedly never received. I was then put through to another receptionist who said she wasn't sure but she would send it again today just in case. I said "thanks" however like her colleague she went off on one asking me "don't tell me you've been calling UCH and asking them if they've received your referral. I told her "yes I have" as the extremely lovely doctor I saw last week advised me to chase them myself a few days after the referral is sent by the GP surgery. She then started shouting at me telling me "you shouldn't have done that!!!". I think GP surgeries need to standardise the advice they are giving to patients instead of telling patients off like five year olds!!!
Looks like I have another few weeks until I find out how far along I am. I got a BFP 3 weeks+ on a clear blue almost three weeks ago! My doctor advised me that UCH will do an early scan to ascertain my dates however UCH have said they won't and "it would be useful if I knew my period dates". Clearly that would be useful as then I would be able to calculate my dates myself!!!

I think a lot of receptionists often think Drs are Gods and not human beings, so they have this "Don't disturb the doctor he/she is too busy". I know they are there to control things so the doc can get on, but telling you off is just rude. Thing is you shouldn't have to tell them what is wrong with you as you should be able to keep this private. And you should chase results and referrals as often these get lost or misplaced. You are responsible for yourself, and only you, the hosp/Dr/Mw has to think about hundreds of people! I know from being a mw that most mw and Drs would rather be chased and NOT miss something that have someone afraid to call and miss something important.

If you have no idea of your dates, you need a dating scan or you could miss the window for the Nuchal scan. Either speak to the GP again and get him to do a referral, or if you can afford it self refer for a private USS, a lot of those clinics that do growth/sexing scans will do one for £40 or so....which is worth it if you get your dates. The date that is most accurate is the Nuchal around 12 wks and thus your date may get move a few days later on, but at least you can have your nuchal at the right time if you have a rough idea!!

Funnily enough I've just complained about my new gp receptionist. I got a bollocking for expecting to get an antenatal appointment on the day but that was what I was told two weeks ago when I tried to book it in advance. The receptionist also hung up on me two weeks ago. Generally I try to appreciate they have a demanding job but this lady has pissed me off!

On the plus side my surgery had a dedicated number for test results!

I am waiting for a dating scan to find out how far on I am as my periods stopped last year so I could potentially be up to 14 weeks at the moment, but the helpful staff on my GP's reception have made me wait 4 weeks for an appointment with the midwife!

I tried to call back and reschedule the appointment but there was nothing available apparently and when I expressed my concern about the NT scan I was answered with a very cheerful 'Oh well!!' Thanks, helpful!!

Either ask the midwife to phone you or find where they are based and phone them directly.

Alternatively you could pay for a private scan.

Jmojo - Exactly! I didn't even mention I called UCH, she literally just went off on one asking me sounding horrified if I called them!!
I accept full responsibility for chasing everything so I don't know what her problem was as it doesn't affect her in any way.
When I called UCH on Friday (as my doctor advised to call them then to see if my referral had been received) they said they hadn't received it but were still fairly nice and certainly didn't tell me off!!
I called the referral hub and they have said they have sent it to UCH today so I will certainly be calling the hospital prior to my holiday on Thursday to at least book my midwife appointment.
I will also look in to getting a private USS to put my mind at rest and get my dates in order.

Lunastarfish - What a pain! You try to adhere to what someone in the surgery has told you and then you end up getting in to trouble!
They're definitely busy but having worked coordinating other people's private healthcare I have limited sympathy! !

Possiblyirrational - How very helpful of them!!!
I'm sure they're not so relaxed when it comes to appointments for themselves or family!!

Isn't being rude on the job spec?

At our local surgery the reception is in the waiting room and is all open plan, when I went in and asked for a midwife app for the first time the woman behind the desk yelled it out for all to hear! We live in a small rural community and I am sure some of our neighbours sat in the waiting room found out before our families!

The receptionists at my GP lack in any idea of tact!! I took some forms out that had been completed with the doctor. She said you have wasted a doctor's time there and I could filled the forms out in the waiting room. She talked so loud everyone in the waiting room knew I was pregnant including a parent from the school. Very unprofessional really what happens if I didn't want anyone to know yet.

They are all jobsworths

Mrsdos - Haha, love it!! How unprofessional!
When I was doing the paperwork to register with this GP I asked them for a timescale when I should expect to be on the system.
They replied "whenever we have the time"! So charming! I'm not someone who expects things done yesterday but normal people have timescales at work!!!

Another constant irritation with my GP's surgery is calling to make an appointment...
They start taking calls for appointment at 8:30am but you can guarantee when you get through at 8:31 ALL of the appointments for that day are fully booked. Try to make an appointment in advance and they tell you they cannot pre-book them!
THEN HOW HAVE YOU FILLED 9 HOURS OF APPOINTMENTS IN 90 SECONDS?!

possibly just be grateful that you don't have call repeatedly at 8.30 to get an appointment only to have to tell the receptionist why you want to see the dr and the dr will call you back within the hour to assess whether you are really do need to see them. If you mention that you will not be able to answer the phone due to driving/at work all hell breaks loose as if you aren't really sick and will only be wasting the drs time. After one of these calls I had to pop in to drop off something for the mw.. the waiting room was bloody empty!

My GPs trailed this telephone consultation process a few years back, but after they realised 99% of people still needed to see someone after the phone call and that it was actually taking twice as long they scrapped it!

Just for balance our gp receptionists are absolutely brilliant, and I've been calling up loads with hyperemesis. I certainly know it's not everyone's experience but I have been so impressed especially as it's a very busy surgery.

I have had the opposite experience elsewhere so I understand your frustration.

On hold 32 minutes before speaking to a very rude human being, hideous people

TheJiminy - I'm glad someone is having a good experience especially suffering with something as hideous as hypermesis.
I'm gearing up to defy my receptionists advice and call UCH tomorrow.
Fingers crossed my referral has heen received! !

Beesandbutterflies - I feel like I spend my day on hold or selecting "options".
Still awaiting my urine test results, I'm sure if I dared to go out and get on the tube they would probably choose that moment to call me!!

I have had a mixed bag. We have moved a few times in recent years and have to say I have met my fair share of over obnoxious rude receptionists with their heads rammed firmly up their own backsides.

I had a DR tell me to make an appointment to go back and see him in 3 days times - it was essential - his words! I went out to reception and explained I needed an appointment for 3 days time. The receptionist actually laughed out loud - infront of a waiting room of people and then said the earliest appointment was at some point a few weeks in the future. So I explained that Dr X had said it I needed to be seen again in 3 days time, by him and that it was essential. She told me to not be ridiculous and that of course Dr X had not said that I had to really stand my ground and insist and then she slagged of the Dr to another member of staff and me,moaning that he had cocked up the appointments system. It took about 20 minutes of her fannying around and moaning to get the appointment booked in.

On another more pleasant note I called my new surgery last Wednesday afternoon and asked for a Drs appointment and she booked me in for this Wednesday and then asked "just to check its nothing urgent is it". I explained no - just having problems swallowing, next weds was fine. She wouldnt have it and booked me in the next morning. The Dr I saw told me to make an appointment for this week. The Dr is away on alot of courses and on call but she spent ages trying to get me in and found me an appointment. She said it was no trouble at all when I thanked her.

A totally different approach and attitude. Its pure luck.

Don't get my started about the gate keepers in the gp surgery. For a non-medically trained role, they hold a lot of power and are not qualified to decide on the urgency of anything but unless you tell them warts and all you can't get anywhere. I'm a health professional and have the same issue when trying yo speak to the GP about one of their patients despite this being a breach of confidentiality.

As for uch, you can self refer using this form
www.uclh.nhs.uk/HP/Howtorefer/Specialist%20referral%20forms/Antenatal%20self%20referral%20form%20(word).doc

I was having treatment there and just had to go upstairs and fill in the form in the clinic. They then contacted me with a date for booking in.

Yes, I second the self-referring - you can bypass your gp and go straight to the hospital. I did mine over the phone with Queen Charlotte's. First pregnancy the gp referral never made it so ended up self referring when I realised it was missing. Second time I missed out the gp altogether...much less hassle although luckily my gp receptionists are pleasant and helpful!

Thanks ladies for the tips about the self referring. I called the middle man company today who passes the referrals on to the relevant hospitals. Mine was apparently forwarded to UCH today. I will be calling the hospital before my holiday on Thursday to see if they received it. If not I'll refer myself!