Doctor's receptionists

It must be one of the hardest jobs. To be have a keen eye for detail at all times,to be triaging patients, to be the friendly voice on the phone or in person.

Underestimated and usually done by "older" women.

I've noticed the same at our dentist surgery over the years!
They're far more accommodating these days 😊

Doctors' receptionists used to be so chippy and intrusive. I think they're more polite and friendly nowadays. But I had one really awful experience the day my DH died 3 years ago.
I rang the GP surgery to let his GP know that he had died. It wasn't unexpected, he'd been sinking and the AC were with us.
The receptionist thanked me for letting them know. Then she said, "Have a nice day."
I'm afraid I shouted at her that this was the worst day of my life.
Later, I suggested to the GP that this modern formulaic utterance was inappropriate in that setting, since most patients would not be having particularly nice days, or they wouldn't be there.

If it’s improved, it’s about time.
I witnessed some pretty abysmal treatment of a poor old man with an infection in his recently replaced knee. It was unforgivable, but had I said anything, I would have been told I had been verbally violent, etc..l.

I worked for our family doctor (a solo - allowed in those days). It was my second job after training 2 years in college - the background to the NHS, Pitman’s medical shorthand and typing etc. I was therefore the only receptionist 8-5pm at the age of 20y, A lovely older lady did 5-7pm (and our wages - PAYE slip and cash in a small brown envelope).

I loved working for him. He was kind, thoughtful and I learned a lot. Interacting daily with Joe Public on the telephone and opening the little window onto the waiting room (chairs round 3 sides of the large waiting room - it was a huge Victorian house in Old Trafford) could be quite challenging at times to say the least!

I have such fond memories of that job, with such a wonderful man and his family (who lived in the massive house). It taught me to be patient and kind, to really listen and take good notes.

One time I took a message from a patient and after morning surgery I’d make us both a coffee, take in messages with the relevant paper files and my shorthand pad and pen. On this parish occasion the doctor asked me whether such & such had been said. “No” I shrugged “they didn’t say”.
“Ah” he said “that means you didn’t ask”.

A learning curve for a young woman, in so many ways.

* parish? Duh. “particular’.

Our GP reception team - large practice open long hours so plenty of staff - are all really helpful. Yes, I’ve heard people verbally abuse them and it’s horrible to witness some of the vile, nasty, often racist comments that some patients make and still the staff keep their cool.
I always think it’s important to convey all the information you’re seeking answers for, be calm and patient, listen attentively and accept that they don’t always have the solution straight away.

all the receptionists at our GP surgery are very nice, I know that on occasion they close in the afternoon for staff training,
that might have something to do with it .

Yes, I’ve noticed a big difference in doctors receptionists, they used to be very unfriendly and unhelpful didn’t they? As if they were doing you a big favour.
Our surgery is very patient friendly now.

Oreo

Yes, I’ve noticed a big difference in doctors receptionists, they used to be very unfriendly and unhelpful didn’t they? As if they were doing you a big favour.
Our surgery is very patient friendly now.

Yes the receptionists they employ now really are helpful and pleasant, where in the old days, they seemed to be frosty and very abrupt, like you were wasting their time.

When I first moved to Wales in the late 70’s I worked in a small doctors surgery, only one doctor and his wife was the nurse, I thoroughly enjoyed it.
I sat behind an open desk, answering calls, writing prescriptions, chatting to all the patients with their wonderful valleys accents.
I was very sad to leave even though the pay was abysmal.

Ours are lovely, the previous practice they were thoroughly unpleasant.

I've been with my present GP surgery for 25 years and it has always been brilliant but I've seen some pretty appalling behaviour by patients. Same with the NHS dentists that are located in the same building. About five years ago the previous husband and wife team sold out to a brother and sister who happen to be Sikhs, the level of racism that they experienced in the first year was horrible but thankfully they stuck it out and are a huge asset to our community and much appreciated.

I think they are like any other group of people - some are lovely, some are awful and others are in the middle somewhere. Our surgery has a mixed bag. Some are resourceful and very helpful - others ask you to hold and carry on a 'confidential' conversation whilst you wait and can hear every word. Some are condescending and others are respectful and kind - just like people in any line of work.

I suspect that if more worked full-time it might be better. As it is (and as with the doctors) there are lots of them and everyone seems to do about 12 hours a week, so there is little continuity at any level. Maybe that works better for costings, and maybe the job is too stressful for most to do it full-time, but it's not great for the patients. In the old days there were four full-time GPs, a couple of nurses and 'Mrs X and Sandra' behind the desk so there was cover at lunchtime and if one of the doctors needed admin assistance.

Mrs X knew everything and more and was very efficient, while Sandra was willing and keen to learn so that she could take over when the time came, yet was more willing to bend rules and squeeze people in or make allowances for nervous new mums who probably didn't need to see a doctor but were scared as their baby had a bit of a temperature. Patients knew who to ask for what. It's all very different now.

It must be a very difficult job to deal with people who are scared, stressed and ill - particularly when appointments are difficult to get and resources are stretched after such a long period of neglect of the NHS. It's not their fault, but as the front line they get the flack. Also, I don't think they are paid anything like a salary commensurate with the necessary skills, so it wouldn't be surprising if surgeries have to take who they can get in many cases. Obviously that does not apply across the board, but why would someone with the tact, diplomacy, people skills and ability to get a much higher paid role hang around on little more than minimum wage when they could get a better-paid job somewhere else that doesn't involve being abused on a regular basis?

Not sure where you all live but some of ours are kind and helpful, some are obstructive and unpleasant and give out the wrong information.

Who decided receptionists should triage without medical training?

We have a wide range of receptionists. There’s a young girl with massive false eyelashes and painted talons who looks a bit of a bimbo but she is really polite and helpful.

There is a fairly new person who I think (and a few friends do too) is a trans person. She has a very deep voice and just has a masculine shape but she is the best one there. Always cheerful and polite and so helpful. She is also immaculately turned out and looks very professional.

The rest aren’t much cop really. A couple are very scruffy and one keeps scratching her bare arms which looks like psoriasis which is off putting.

Our receptionists are friendly, helpful and communicate well. Our surgery is outstanding. We are seen on the day when necessary but can wait weeks for routine appointments with our chosen GP. They’re under pressure like everywhere else.

Psoriasis is a hideous disease to live with and manage,

Allira

Not sure where you all live but some of ours are kind and helpful, some are obstructive and unpleasant and give out the wrong information.

Who decided receptionists should triage without medical training?

Ours don't. You fill in a form and the receptionist collates them. There is a meeting with a GP, a nurse and an admin person twice a day, at which the forms are read and divided into 'GP appointment', 'Nurse appointment', 'GP phone call' and 'admin phone call/text'. A GP has to sign them all off, and receptionists don't triage anything. I know this as I was at a social thing recently where I was sitting next to someone who works at the practice I attend, and she explained how it works.

If a patient rings up and gets through (difficult, as they work on an 'online by default' basis) the receptionist will make notes onto the form on their behalf and it goes in with the direct ones with a time stamp. This is to stop people from trying to bypass the system and taking priority by phoning or turning up in person.

I have been in the waiting room and seen people come in and say they can't use the Internet and expecting to be given an appointment. The receptionist explains that she can take details and put them on the system by proxy, and the patient gets angry at having to join the same queue as everyone else.

One man was so cross at not getting preferential treatment that he was really nasty to the receptionist who offered to fill in the form on his behalf. I was sitting next to the counter, and went across to let them both (patient and receptionist) know that I had overheard and would be happy to be a witness if either of them needed me. The man backed off immediately, and after he'd gone the receptionist came over to thank me. She said it happens a lot, as so many people think they are a special case. I know not everyone likes to have to comply with the new system, but it has to be the same for everyone or it won't work for anyone.

Ours do triage to the extent that they ask your symptoms then decide if you should have an appointment that day or wait for 6-7 weeks. You do not know in advance if tpyou'll be seeing a nurse or doctor.

If you feel you need to see someone urgently they might agree and pass on a message to a GP.

That's not at all ideal (to understate the case). Do you have a liaison group? Our surgery has one (made up largely of local busybodies, but still), and patients can put their concerns to a regular meeting, the minutes of which are published on the website.

These threads make me realise how lucky I am, and much as I don't want to dilute the service we get here, it should be the same for everyone across the UK. All taxpayers should get the same service, as we all pay the same in. The trouble is that that can become a race to the bottom.

I don't know 🤔
It's a small practice.

If you get to see a GP they are fine and helpful and, when I insisted that a message be passed on, the GP phoned and asked me to go in straight away. She was very good ampnd corrected the erroneous information the receptionist gave me too.

There seems to be a frequent turnover of receptionists.

Most of ours are nice but there is one ‘dragon lady’ and I always avoid her. I’m not sure why they don’t either retrain her or ask her to leave.

The receptionists at the local surgery are ok, although I dislike waiting, like a naughty child, whilst they finish their computer work without acknowledging my presence. A simple " I'll be with you in a moment" would suffice.
However, I must sing the praises of the pharmacy I have joined recently. The previous one took an unpredictable number of days to dispense, and when one prescription went missing, they were adamant that it was my fault. The staff were resolutely unsmiling.
I changed to a new establishment, which has professional, welcoming and efficient staff,and texts when you can collect: it has been a game changer.