Who reads and triages e-consults?

[tissueboxandcandles]

Just that really. I have just discovered that e-consults are read by receptionists at my GP practice. I did one recently about a particularly sensitive subject (only way to get an appointment in reasonable time) and the receptionist rang me to discuss and book the appointment.
TBH, I was embarrassed at the thought that she had read my somewhat detailed consult. (I remember her from when our DC were at primary school and I am just not comfortable).
Does anybody work in GP?
Is this usual practice?
Frankly it has put me off using e-consults in future.

I would have just assumed it would be the receptionists, they triage the calls after all.

Ours are triaged by the admin staff - but it’s made very clear that’s what happens. Most of the time, they just forward stuff straight to the GPs.

I assumed an e-consult would be read by a clinician. I guess I know better now. The questions they ask are very detailed - stuff I would tell the doctor, but not the receptionist.

Practice nurses and health care assistants I thought as a first stop.

Inasmuch as the e-consult is a full history of symptoms. I didn't see anything that said that clerical staff would be reading it. I suppose I should have known, but "consult" to me means with a HCP. I feel really awkward about turning up for my appointment now.

My practice specifies that a GP does the triage, but an admin will make the appointment of course.

It was very clear from the phone call that the receptionist had read it. Ugh.

I’m a GP receptionist , the e consults are triaged by ourselves and dealt with the same as a phonecall . Don’t worry about it , they will hear all sorts and won’t give it a second thought .

I do think that it should be called an "e-statement to receptionist". E-consult does give the misleading impression that it will be an e-consultation with a HCP. The questions are very detailed - exactly what you would expect the doctor to ask. Certainly not what I would expect a receptionist to ask (and I would not be telling her over the phone). Really intimate questions. I feel really stupid for being so trusting. As well as being really worried about my symptoms.

One of my e consults was put on my app probably by mistake as it was removed later .

it had red and amber highlights about levels of concerns . It then is read by a gp .

GP’s here - but if you need an appointment a receptionist will book it.

Well in future I will put as little info as possible on the form. Which probably means less accurate triage. I wonder how many people know that it will be the receptionist reading it? The receptionist at my sister's surgery is known to be the biggest gossip in the village. I bet my sister doesn't know she is reading e-consults.

I do think there should be something on the screen to alert the patient that the consult will be read by the receptionist.

This is such a dismissive attitude to people's privacy. I understand that you can't help it being your job but you (and colleagues alike) should be much more sensitive to the fact that people are having to share extremely personal information with you that they don't wish to and have no say over.

That is exactly how I feel. Mine is a worrying gynae issue and the online form requires information about whether and when intercourse last took place. I absolutely would not be telling the receptionist that information, but it is on the form and there is no option to click prefer not to say.

At our surgery it’s the GPs who do the triage. You can generally trust they will have a good idea of the level of urgency.

Wow, that’s such a detailed e-consult. My surgery had just a few questions: what’s the matter, what have you tried, what do you want/expect and one or two others, again quite general. It must vary with practice.

Of course I trust the GPs. That isn't my problem. It is the receptionist reading my very personal information that I thought was only going to be read by the GP that bothers me.

I understand, OP. It should be better signposted.

I've had the misfortune of lots of medical appts since my late teens. I must admit, I thought everyone knew this. The receptionists probably knew everything about my health back then.

I would also assume any phone calls with the doctor are being recorded now.

what I hate is the pharmacist calling out name and address.

Surely it is an issue of consent and confidentiality? I thought clerical staff had limited access to clinical information. Does this mean that they can read everything else in my records?

Oh God. Now I feel even worse. What if I needed to speak to the GP about rape or sexual abuse? Where is the line?

Yes they can. Your GP record is computerised and everything is available to anyone who can log in to the system.

They may read it but breaking confidentiality means they can be fired as it is classed as gross misconduct.

So essentially, when you are confiding in your doctor about your childhood sexual abuse, your rape, your mental health problems, your pregnancy or fertility issues or just your health problems generally, the clerical staff in the surgery can read it all? Wow!