GP receptionist

fluffnutter

Plus they always want to talk about your fanny really loudly so that everyone behind can hear. "Oh you're in for a SMEAR TEST, are you?". "So you've come for the results of your CHLAMYDIA TEST, have you?"*

*Disclaimer. The latter is for illustrative purposes only. fluffnutter does not have chlamydia nor any other sexually transmitted infection.

Errata

giraffe69 wrote: »

In my surgery there is a notice to the effect that if you are rude to the staff you may be removed from the list. Entirely symptomatic of an industry that knows the customer has no realistic choice that this is a one way street.

Whenever I see a notice that says 'Abuse of staff will not be tolerated' I'm always tempted to add 'Unless it's thoroughly deserved';)

PZH

fluffnutter wrote: »

...so that everyone behind can hear. "Oh you're in for a SMEAR TEST, are you?". "So you've come for the results of your CHLAMYDIA TEST, have you

Or when you call for an appointment and the receptionist asks "what do you need to see a Dr for?"... erm, perhaps because I'm ill... "No, I need to know what is wrong with you"... erm, no you don't actually - it has got nothing to do with you and is private and confidential information !!

:rotfl:

EDIT: Just for clarification - the staff at my new GP surgery are fantastic.

MsHoarder

giraffe69 wrote: »

In my surgery there is a notice to the effect that if you are rude to the staff you may be removed from the list. Entirely symptomatic of an industry that knows the customer has no realistic choice that this is a one way street.

Or of a culture of aggression towards authority? Doctors/nurses/NHS admin staff are regularly insulted or even attacked by patients who lack patience. Should they not have the right to work without attack?

I'm sure that if you attacked a member of staff in your local Tesco they would ban you from there too.

giraffe69

Or when you call for an appointment and the receptionist asks "what do you need to see a Dr for?"...

One answer is "and your medical qualifications are.....?"

Or of a culture of aggression towards authority? Doctors/nurses/NHS admin staff are regularly insulted or even attacked by patients who lack patience. Should they not have the right to work without attack?

I'm sure that if you attacked a member of staff in your local Tesco they would ban you from there too.

If they are physicall attacked then, yes, of course they should have protection. If a customer is abusive then whether it is Tesco or the doctor I don't see why they must put up with this and yes Tesco might ban you. There is a difference. The supermarket is culturally polite because it wants your business and when it is not it is often a worker who is ill suited or having a bad day. Poor but you can see why it happens. In the dentist where I pay these days same thing. Politeness reigns. At surgery reception there are plenty of pleasant and helpful people but it is endemic that they can be dismissive and if you don't like it you can .... off. Symptomatic of a business that could not care less about its customers because they have little effective recourse to 5th division treatment at the desk.
In truth, of course, not only are there 10 polite receptionists for every impolite one but the culture of the reception area is set by the GP's and the practice manager who believe that patients should be seen and not heard.

Jojo_the_Tightfisted

phoodless wrote: »

Or when you call for an appointment and the receptionist asks "what do you need to see a Dr for?"... erm, perhaps because I'm ill... "No, I need to know what is wrong with you"... erm, no you don't actually - it has got nothing to do with you and is private and confidential information !!

:rotfl:

EDIT: Just for clarification - the staff at my new GP surgery are fantastic.

giraffe69 wrote: »

One answer is "and your medical qualifications are.....?"

So say 'it's none of your business, just give me an appointment.'

You'll still get an appointment. Just the next routine appointment, as it's obviously not urgent. Next Thursday has some spaces in the middle of the day, right at the same time as the baby clinic, so you'll spend your time waiting with screaming infants, whining three year olds with various infectious diseases and your GP will probably be late seeing you because they provide support to the Health Visitor and Practice Nurse running the baby clinics.


If, however, you say it's due to pains in the chest, or blacking out and falling down the stairs, your 3 year old has a high fever, cold hands and feet and has a funny rash on her tummy, or 'I've found a lump' - you don't have to say where - you'll find that the receptionist will most likely move Heaven and Earth to get you seen as soon as possible.


To give a real life, happened to me example. SIL found a lump, didn't mention it to reception, saw the doctor a week later. Got referred, next to no sleep, but got the OK six weeks after the first call.

I found a lump, told reception that when I called, was asked if I'd like to come in that afternoon although the surgery was closed to patients, as the boss was in and he can have a look to save me worrying for longer. I was the first person on the hospital consultant's list the next Monday morning and had the all clear by 9.30am within 4 days, 2 of which were the weekend.

donnap83

PinkLipgloss wrote: »

I understand your frustration however the poor woman was probably seriously harassed dealing with an never-ending stream of telephone calls demanding appointments asap as well as patients entering/leaving the surgery (attending appointments, making follow up appointments, collecting prescriptions etc).

I definitely don't envy her!

But thats her job??!:huh:

brook2jack

In our surgery we have put one of these signs up. This was after years of abuse both verbal and physical but after a particularly nasty incident when some one attempted to punch my lights out because they couldn't be seen for a routine check up because their dentist had been rushed to hospital a half hour before.

Our receptionists deal every day with people who believe if they shout,swear or threaten they will get what they want. Our health authority runs courses on how to defend yourself from aggressive patients and how to defuse difficult situations.

All shapes ages and class of people routinely believe they have the right to behave however they want to get their "rights". The problem is these are also often the people who feel after their abuse they still have a right to be seen and in NHS dentistry it has been difficult to be able to refuse to see these people any more which is why the local clinic ends up seeing them with security in the surgery.

The receptionists cannot retaliate, they have to be polite in the face of extreme provocation. They have themost difficult job in the practice because they are on the front line.

Our practice is not in an inner city and the majority of people are very polite but a very sizeable and increasing minority mean we have to equip ourselves with attack alarms and cannot leave even a pen on front reception in case it is used as a weapon. Talk to any medical/dental/ hospital receptionist and they will all tell you about being spat on etc.

PinkLipgloss

donnap83 wrote: »

But thats her job??!:huh:

See brooktojack's post above....

moonrakerz

Errata wrote: »

Whenever I see a notice that says 'Abuse of staff will not be tolerated' I'm always tempted to add 'Unless it's thoroughly deserved';)

That sort of notice usually means the staff are obnoxious and useless and therefore DO get abused !