Bloody doctor's receptionists.

Most receptionists do the work because they need a job. They run the surgery appointment system the way the Practice manager and Doctors want them to.

They are monitored for the number of calls they handle in an hour. They are monitored as to why they gave an appointment to a patient. They are asked to account for every action they have taken. The days of having time to talk to a patient are long gone.

Receptionists are often shouted at, sworn at, and in many cases threatened with personal injury. On occasions they are told that someone will be waiting to kill them when they leave the surgery. I am no longer a receptionist but was once threatened with a knife with a five inch blade by a patient who was told that the doctor would not sign his prescription until later. Patients have leant over the counter and grabbed a receptionist by the neck and threatened to bash her brains out against the desk if she didn't do what he asked. You think this does not happen. I can assure you it does. Sometimes there is another side to the story.

The receptionists are a nightmare. We have wonderful Dr's but the receptionist at our practice are getting worse, especially since the older one's are now retiring. A few years ago I had a nightmare of a complex story like yours re my son who is bipolar, who still lives at home.

All day I had been trying to speak to our Dr and I was getting the run around from the receptionists (our Dr' do call backs when it's applicable) After spending all day at this, I had finally had enough. I typed up a letter for our Dr and walked over the surgery sat down and announced I wanted to see our Dr and I wasn't leaving until I had.

They were like we will get the practice manager down. I said get who you want down (biting my tongue so I didn't say ''get the police for all I care'') Anyway they finally sent a gentle person over from the back of offices, who asked me what was the matter. I explained. She said she would ensure the Dr got the letter. She seen the look on my face and took the letter through with me still there. Once I knew he had it ''I burst into tears'' That was all I wanted. I knew once our Dr had the note it would be dealt with. It was.

I am not sure at times whether the receptionist are just plain chaotic or Gestapo though I do think it could be both. Just one of my incidences. Thank you for sharing. I am glad I am not alone with this with receptionists

We are very lucky to have good GP's and receptionists . If you phone for an emergency appointment you can generally be seen the same day as long as you accept it won't be a particular GP as they take it in turns to do an Urgent clinic . They also have a "walk-in" every day run by an excellent nurse practitioner. This was set up as the local hospital "walk-in" was just the pits .
Receptionists are usually helpful - my OH would drive a saint mad !
It's our local hospital that is the problem . My SiL has a serious long term condition that requires her to have two weekly hospital visits . The other day she visited her GP as she thought she was developing an infection ( she is on medication that reduces her immunity)and she didn't want to bother the hospital consultant . The GP had received no information from the hospital for over 6 weeks and hadn't a clue what was going on . He then sent her to A+E as he felt unable to treat her ! Surely with frequent attenders to hospital it would be better to give the patient a letter at the time of their appointment . ( Moorfields does this when I attend) Sorry gone off the subject a bit but it really annoys me how there is no continuity.

Sorry I haven't read more than the first page.

I want to say how absolutely wonderful our Receptionists are, I couldn't ask for more. In nearly 7 years we have had 2 minor incidents when things might have been handled better but a little assertiveness sorted it out. If I were to ask for an urgent appointment I know I would get one. I only usually need the routing sort so as soon as I call I tell them it is not urgent and they seem please that I am not being pushy.

This week they had finally got the self service check in system up and running so there was no reason to speak to them. Before leaving I just went to say Hi and ask if they felt unloved and we had a bit of a giggle about it. They said I was one of their 'nice' patients so I wonder what sort of difficult people they sometimes have to deal with.

No problems with prescriptions, all done through the pharmacist and if anything does go wrong he is always happy to give us a few pills in advance to tide us over. I think having a good relationship with a private pharmacist is a very good idea.

Once again I will say my surgery is wonderful, every single one of them! That is not to say I don't accept others have issues but sometimes a subject calls for all views.

The practice is run efficiently with a friendly, polite atmosphere and we get excellent service. We can book our appointments and repeat prescriptions on line or ring the surgery after 8.30 and one of three receptionists politely make an appointment , never asks why you want to see a doctor! You can usually get an appointment within a couple of days but if you ' stipulate ' you will only see a specific doctor then it may take a couple of weeks, that is a personal choice and don't blame the surgery if you have refused to see another doctor .

As for Tramadol unless it is in a dosette box then you now have to ' sign ' for it on collection. Tramadol became a Schedule 3 Controlled Drug last year and my belief is ' technically' your GP can only prescribe Tramadol on a month by month basis. There is a catch 22 with this issue. On one hand I have been taking Tramadol for over a decade , I started on 8 a day and have reduced my intake to 2/4 daily alongside Meloixicam, some days I take no Tramadol. I have to order month by month, no longer 3 months at a time. A nuisance, yes, do I understand the reason why of course I do and I respect the reason behind making Tramadol a controlled drug and the reason outweighs the nuisance of ordering a prescription monthly.

Ruby, that is in no way directed toward you , I know how difficult these past couple of weeks have been and obviously you are battling with Ill health as I noted you have just received good news with regard to your PIP payment and are looking forward to getting a mobility car.

There are several receptionists at my doctors one in particular messes up prescription frequently they aren't ready or the latest excuse they are at the other practice 5miles away and there are never any appointments unless you ring a week in advance when I was a student I worked as a doctor's receptionist in the holidays and on my first day was told that I was the the wall between the doctor and the patient it's your job to see that the doctor isn't pestered by patients!!

OH did it full time for nearly 40 years + teaching, preparing and marking, mentoring and industrial appointments, 1 night in 3 or 4 on top, and one week-end 3 or 4 on top too. He loved it. it nearly killed him.

He would HATE it NOW.

An NHS GP has about 1600 patients on his list. Most of them do 15 10minutes appointments 9-11.30 then have 30 minutes to go through lab results and dictating referrals. About 45 minutes lunch and then on to home visits. Back at two. Half an hour for yes, prescriptions, usually a stack about 5cm high and going through inbound correspondence. Then another 2,5 hours of 15 ten minutes appointments.
They are not allowed to not take new patients when their list is full. They do have to attend staff meetings, CQC meetings, appraisal meetings, continuous professional development (mandatory 50 hours/year), occasionally take some time off. Locum doctors see patients and most of them sign prescriptions. Bloods and correspondence are redistributed to other doctors. They would hire more doctors for the practice if they could, but a new doctor would need a room to sit in and NHS England has not approved any increase in premises in years + there are no doctors to hire in GP practices. Most of them have to look one year or more for a new partner. Not because they are picky, but because there are no applicants. Anybody who decides to make a 50-75K investment in general practice (usual price to buy into a practice) under current circumstances is probably not thinking straight anyway.
So yeah: it's 2 working days for a prescription and two weeks wait for a non urgent appointment. And you have to tell the receptionist what it is regarding because she has strict guidelines on how to triage patients. And then you have to tell the doctor because the receptionist has just triaged you, possibly put a one or two words description and that's it. And if you do get an appointment it's a ten minutes appointment. The only thing that it's worse than the 'now that I'm here' speech is the 'I don't come very often so I have a few things to discuss'.
I did use to work in the NHS. I still do half a day/week. It's all my sanity would allow...

We always said that we could never live anywhere else because our Health Centre was so wonderful, but it recently combined with another one that shared the site and problems have begun to creep in.
We used to be able to get a same day appointment, just by ringing at 8am but now they operate a triage system, which means that when you ring up, you are given a series of options. The first one is that you should call 999 if you have a life-threatening illness - well, how do you know, if you haven't seen a doctor???
I recently wanted to have a double appointment with one of the GPs (who are very good, on the whole) as I had a few things I needed to talk over and I didn't want to rush. I booked 3 weeks in advance. I even rang nearer the time to check that I definitely did have a double appointment and it was confirmed, but - you've guessed it- when I arrived, it was only a single one, so I couldn't discuss all the things I needed to. The GP was very cross with the receptionist!
I have a heart condition and need regular blood tests and recently, I had one booked for the day after we returned from a holiday abroad. These are for Warfarin and have to be on a certain date or the day before or after. I duly arrived and checked in on the automatic gadget, which confirmed my appointment. I waited for 30 minutes and was puzzled that there was nobody else in the waiting room. Usually blood tests are very quick. I went to the receptionist and asked why it was taking so long. She said"Oh, we cancelled it and sent you a text" While we were away I received two texts confirming the appointment, but none cancelling it. I asked to have it the next day and she said they were fully booked. She obviously didn't realise the importance of getting it done on the right day. I had to make a fuss before she miraculously made me an appointment for the next day. I went to complain to the practice manager about that one - something I have never had to do before. Apparently all the staff had gone to the funeral of someone who used to work there.
I could go on ........

Sometimes we do find a Fairy Godreceptionist as indeed I did 4 years ago.
I woke up one morning with what I thought was a chest infection and I felt really unwell.
I decided to go to our local drop-in centre rather than try to get an appt at my Gps'.
After waiting a while, I saw a Nurse who after examination told me that all I needed was a particular type of cough medicine. I went to the Pharmacy in Tesco, and by now, I was getting a little short of breath. The Pharmacist looked at me and told me to go back to the drop-in centre because he thought that I needed antibiotics.
When I did get back to the centre, the receptionist recognised me and mentioned that I had been seen already. By now, my breathing was getting worse and I found it a bit difficult to answer.
Without any hesitation she literally rushed out to get a Doctor, (not a Nurse this time).
I was immediately given an Inhaler which I had to use several times over, and several steroid tablets. I had a fever too. I was with the Doctor for about 30 minutes until she was happy to let me go with a prescription for more steroids and antibiotics. However, I was told that if I did not see a vast improvement within 4 hours, I would have to go to A+E and be admitted to hospital.
I was very, very lucky because I did recover.
It turned out that I was having an Asthma attack.
I have never had Asthma in my life, but I had been given a multi flu jab not long before and one of the side effects was Asthma when I checked it out after the event.
All I can say is that if it were not for this lovely receptionist recognising that I had a bigger problem than first thought, I may not be here.
Sometimes you do find a little Gem

In your case Rubyl- you had so much on your plate, and no wonder you forgot. The receptionist should have picked up on that and done everything possible to help.

BUT, and there is a big BUT - you'd be amazed how many people who have no excuse whatsowever just phone or walk in to the surgery and expecting things to HAPPEN NOW- threatening, swearing, and even menacing physically. Receptionists unfortunately to have to grow a thick skin to survive- some patients make their life hell.

In the last year of OH's career as a GP- after being called out on emergencies several times one evening- he had just got into bed at 2.30am when the phone rang again. He was told to go immediately to visit a young man with a headache. OH asked him how long he had had it- reply- since 4pm. Asked him if he had taken somethiing for it. Reply- no, I've run out of paracetamol and can't be **sked to go to local 24 garage- and its your job to bring me some. If you don't I'll sue.

Just one of many many stories I could tell.

(((hugs)))

I know I've said it on here before, but my GP's surgery is brilliant. A few days ago I telephoned at 11:30 and requested a same day appointment; I was asked if I minded giving the receptionist some indication of the problem, which I was happy to do. At 4pm I saw a GP, picked up my prescription at the on-site pharmacy and was back home by 5pm.
Medical receptionists are properly trained and are bound by the same rules of confidentiality as a nurse or doctor so I have no problem with telling them what's up.

we have a 'patient participation group' at our surgery where issues like this are raised and sorted. Inquire if your surgery has one.

RubyL

Shazmo I don't know if your comment was for me or not but if it was, I haven't put my repeat in at the doctors because my dad died two weeks ago. I have been run off my feet sorting out funeral, finances, his flat etc and then trying to rest up inbetween. Unfortunately this didn't help much because now I am down with infections and a rash and temperature. So, I tried to use the Ventolin and found none in. I am usually on the ball but I think in this instance I can be excused not being, for once.

Crafting My tablets have just gone onto the blister pack system but inhalers aren't included and like I said, due to being busy over my dad, I've not yet got round to sorting out the repeat for these. I don't know about being on stronger steriods because I am very reluctant to take steroids on a regular basis. I will wait until the dust settles in the next month or two and then think again about my medications but for now my health is suffering due o the stress of it all and it needs time to come out of my system.

One more remark from me regarding all the moans and groans about GPs You get excellent care in the U.S., if you have lots of money or good insurance . I lived in New York , with two children , for seven years. I had my son in London with all the ante,during and post natal the NHS offers . With my daughter, no midwife and or health visitor to call by or to call on. Everything via your paediatrician, each visit costs. This was in the early 1980s, so each visit for my kids for various ailments cost forty dollars per child, each injection cost, medication at the drug store, cost. My son's appendix operation was $1,500 we weren't covered for his anaesthetic . We were lucky, we could afford the insurance, we had to cough up at the doctor's then claim it back which took time. During my whole time there I, nor my then husband, ever visited the doctor for ourselves. We learnt to self treatment. Too much claiming raised your insurance costs. Worse case scenario, you are dropped. So come Brits, stop being whinging Poms and thank God for the NHS.

Ive just had a similar experience to you Antheacarol. My doctor of the last 22 years retired and sold the practice to a neighbouring one and it's gone down hill fast. DH and I used to get three months worth of prescription medicine, collected by my daughter who would then bring them to wherever we were, but since our doc's retirement things have been missing, quantities less and it's just been a load of hassle to sort. So we are taking the plunge and going to do what a lot of other live-aboard Boater's do - register as a temporary patient at whichever surgery we are near and get our prescriptions that way.

Hey you got it lucky ..My Doctors is Awful , You are told to ring at 8:30 am to get appointments , but the phones always engaged when you finally get through at 9:45 all the appointments have gone Three weeks to get an emergency appointment ! ...I was actually in the doctors surgery hands swollen with bleeding ulcers and I asked to see a GP as an emergency , was told by the receptionist , to go home and ring for an appointment with the duty doctor , when I said he's here can't you ask him to see me now she replied , I'm not disturbing him before surgery ...So I went home rang up the doctor rang me back made an appointment for me to go straight there and see him ...Bloody waste of time as the doctor sent me to the hospital need two digits removed all because of their new appointment system

Dear H went for routine yearly blood test one weds and receptionist rang fri to say GP wants to see him. No book able appoints till week after next but luckily already had one booked next week so that was ok. He saw GP who told him he wanted anothe blood test done, didn't say why but as I was there I asked. Possibility H wouldn't have asked! Psa-prostrate reading high. Oh! Second blood test following week on weds. Blood test done we waited till Friday and no phone call so phew!
Following Tuesday phone call while we were out asking to ring back. So I did, grumpy receptionist looked at notes and said no one had rung.....oh no the GP had rung. So does my H need to make an appointment? No it's not marked urgent and next book able appoint is week after next. Pointed out H is carer for our son and me, makes no diff. Ok so booked it. Really not happy. And H worrying himself. So I rang next morn hoping to speak to receptionist known twenty years.was lucky and told her I knew what wS for. She looked and said yes can get one week earlier. Went to cancel other one and found not even with our GP! And only ten min appoint when needs twenty for examination. But she sorted all out. So now waiting for appoint on Tuesday to see what GP finds. After first blood test on 24 th Feb till gp examination is seven weeks. You'd think that once blood test result comes back not good they'd get on with it.

OH and DS recently changed practice after 20 years - I'm still there pending PIP tribunal, just in case I need medical assistance (currently being assessed for heart issues). Never any chance of being seen within 2-3 days, frequent repeat prescription issues. I really object to the receptionist asking why I want to see the doctor - that's my own business. But with about 1000 households on the practice list on an estate of 3000 households and a dreadful reputation (they have another practice roughly the same size some 4 miles away, equally abysmal) only one GP is consulting at a time at each practice. They refuse to do home visits, out of hours emergencies are handled by an on-call service and in general we're not happy. But the receptionists vary from brilliant and friendly to the typical dragon.

I've recently been in hospital for an unexpected and complicated operation and now, 4 weeks after my release, received a letter from the doctor's: they had my discharge notes from the hospital. Could phone to make a telephone appointment. I did. The 6th of may was the earliest - for a TELEPHONE appointment?

Why leave it so close to your Veny olio running out in the first place? I always do a repeat at least 10 days before I run out in case of delays etc. It's your responsibility not the receptionist to make sure you get it in time

Upon phoning our surgery for an appointment one is asked what are the symptoms and most of the time one has to see a nurse . To see the doctor whom I have known for thirty years I have to wait at least three weeks.. The problem is that the village population has grown so much and there is difficulty to get more GPs. Also the practice is run like a business with many administrators.

i use an online pharmacy and have done for years. at the start of using them they ask for your repeat prescription items [helps if you've had a recent prescription!] and then, every four weeks they email you to ask you if you need any of your items.

you log on to their website and tick against the items you want and then, after pressing enter a couple of times, your items have been ordered!

they then send the request to my doctor [presumably via email] and, when a prescription is received [presumably again by email] they make up my order and send it to me first class post [signed for - which is a pain sometimes].

only once have I had to email them to ask them to send me the usual request [somehow they forgot] and, several times, I've forgotten to include one item on my request. they are wonderful and respond within minutes.

not sure if I can say on here who the pharmacy is but, if I could, i'd recommend them. and, being over 60 I don't have to pay for any item - or postage. and no having to go to the doctor with my repeat prescription to have to go again in a couple of days to pick it up. what a blessing they are!

I have been with the present practice since around 2000 and I am loathe to consider leaving to a practice very close to my home because everybody is so helpful. At present I can drive but when my driving days are over it will be a mini cab which can be expensive.

Yes, I do wait a month to see my preferred GP but that is my choice. I can appear at the practice on the same day if I need an emergency appointment knowing that I will be slotted in to see any GP. That is fine.

The receptionists are always pleasant and polite- hearing what they have to put up with at times I take my hat off to them. Not a job I would choose and stay sane.