Doctor's receptionists

I have frequently read about dragon like receptionists, but in all my decades of speaking to all manner of medical receptionists, I have never come across a curt or rude one. Maybe it's because I am always unfailing polite myself.

henetha

Well, now that our surgery has made it clear that they prefer us to contact them online, this has at least eliminated the problem of dealing with awkward receptionists. Not that they all were, some were very nice to be honest, just the odd one or two that weren't.
I must admit that it seems to work a lot easier, doing it online.
They do respond fairly quickly.

Does the online booking finish on the dot at 8.30 am?
Another surgery here has this system, a friend said she tried for an urgent appointment for three days running, was unsuccessful and went to the hospital instead.

Well, now that our surgery has made it clear that they prefer us to contact them online, this has at least eliminated the problem of dealing with awkward receptionists. Not that they all were, some were very nice to be honest, just the odd one or two that weren't.
I must admit that it seems to work a lot easier, doing it online.
They do respond fairly quickly.

Can't praise our surgery enough. Yes the receptionist does triage but they say 'one word will do' so you don't need to go into detail. Dr phones back and makes an appt if necessary - often same day. All the receptionists are friendly.

I know we are lucky but my doctor must be getting near retirement and I am not looking forward to that.

Posted too soon. Ours are a mixture. There are some lovely, helpful receptionists, some who are doing a good job efficiently and professionally but not particularly outgoing and one who seems to take pleasure in making things as awkward and difficult as possible.

A mixed bag here, too.

Some of our receptionists are helpful and efficient others are not so helpful bordering on rude a very mixed bag.

I have been on the waiting list for three weeks to get a routine appointment and keep receiving text messages do I still need the appointment. The problems here seemed to happen when several surgeries joined up together with more doctors more staff more patients and less appointments and services. Are there too many patients for the surgery. Lots of GP’s and nurses, paramedics, specialist nurse practitioners on their website but where are they when you want to see them? I am pointed to A & E, call 111 or go to see a pharmacist in the local chemist or join a waiting list where apparently to see my preferred doctor could be 6 to 8 weeks 🤷‍♀️ Whenever I am in the surgery it is a big new building but always nearly empty not the bustling busy place it used to be. Something is very wrong I dread having to request an appointment.

Where I live we rely on private medical practice. The surgery I went to I was at for 65 years and in recent years the receptionists were really obnoxious. One started arguing with me over a prescription until I showed her the text confirming what I was saying from her supervisor. I left and went to a new practice run by a really brilliant practitioner. The receptionists are very well trained and of one voice. What a difference!

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.

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.

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.

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.

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.

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.

Psoriasis is a hideous disease to live with and manage,

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.

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.

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?

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?

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.

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

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.

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.

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.

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 .