Worse jobsworth GPs receptionist?
Discussion
Bit of advice needed.
My mum (87 on Wednesday) doesn't live in my area but had an 'interesting' experience at her GPs yesterday.
Long story short basically cut herself quite badly in a fall when she got off a bus at her local church. Some of her friends dashed inside and got her a wheelchair that they keep in the church but when they got back she was bleeding quite badly. So before one of her friends drove her up to the hospital, the friends thought they would get an opinion as to if she actually need an ambulance and if someone could slap a bandage on it as they would quite like the bleeding to stop so one of her friends car didn't look like they'd diced up a cat in there.
So they went next door to my mums actual GP practice and took her in.
"Hello," said the friends as they wheeled her in. "Can one of the nurses just take a quick look at this lady's leg and slap a dressing on her wound so we can run her up the hospital?"
"No we can't help, we're closing for training in five minutes,"
Genuinely, according to my mum that is what the receptionist said. I have checked and according to their website they were closing at 13-00 but even so its not like she had wandered in there looking for some Anadin Extra. By this time her foot was resting in a pizza sized pool of blood.
Eventually and very reluctantly a nurse was found and she did apply a bandage and my friends Mum got her up to hospital where she had the large flap of skin re-attached. She's now at home resting where I have sent her a massive bouquet of flowers.
So.I am feeling very annoyed about this. I work in a retail environment and if we were closing and somebody walked in with a gash on their leg having fallen over outside, we'd get the first aid kit and help the best we could. We wouldn't say "sorry we want our dinner and we're off," Surely even basic human empathy would make you assist someone, especially at a doctors surgery? And its her doctors surgery, where she is a patient and you would have thought they'd recognise her but basically they wanted her to go away and not bother them as they had training to do.
I am wondering how far I should take any complaint? I have emailed the surgery asking for the practice managers email address but they haven't got back to me. I have the email for the surgeries trust and I will probably make that my next port of call but I just find it staggering that they were so reluctant to help her. I am also a bit reluctant myself to move forward because I don't her to be "blackballed" but is this really the sort of help we are going to get from our doctors moving forward? Interestingly, their google reviews all praise the doctors but to say the comments about the receptionists are scathing is an understatement. This surgery also have an incredibly patronising 'fable' on their website where they try and explain how you can't just expect to solve a problem by going straight to an expert, you have to follow a process.
So vent over but the question is how far should I push this?
My mum (87 on Wednesday) doesn't live in my area but had an 'interesting' experience at her GPs yesterday.
Long story short basically cut herself quite badly in a fall when she got off a bus at her local church. Some of her friends dashed inside and got her a wheelchair that they keep in the church but when they got back she was bleeding quite badly. So before one of her friends drove her up to the hospital, the friends thought they would get an opinion as to if she actually need an ambulance and if someone could slap a bandage on it as they would quite like the bleeding to stop so one of her friends car didn't look like they'd diced up a cat in there.
So they went next door to my mums actual GP practice and took her in.
"Hello," said the friends as they wheeled her in. "Can one of the nurses just take a quick look at this lady's leg and slap a dressing on her wound so we can run her up the hospital?"
"No we can't help, we're closing for training in five minutes,"
Genuinely, according to my mum that is what the receptionist said. I have checked and according to their website they were closing at 13-00 but even so its not like she had wandered in there looking for some Anadin Extra. By this time her foot was resting in a pizza sized pool of blood.
Eventually and very reluctantly a nurse was found and she did apply a bandage and my friends Mum got her up to hospital where she had the large flap of skin re-attached. She's now at home resting where I have sent her a massive bouquet of flowers.
So.I am feeling very annoyed about this. I work in a retail environment and if we were closing and somebody walked in with a gash on their leg having fallen over outside, we'd get the first aid kit and help the best we could. We wouldn't say "sorry we want our dinner and we're off," Surely even basic human empathy would make you assist someone, especially at a doctors surgery? And its her doctors surgery, where she is a patient and you would have thought they'd recognise her but basically they wanted her to go away and not bother them as they had training to do.
I am wondering how far I should take any complaint? I have emailed the surgery asking for the practice managers email address but they haven't got back to me. I have the email for the surgeries trust and I will probably make that my next port of call but I just find it staggering that they were so reluctant to help her. I am also a bit reluctant myself to move forward because I don't her to be "blackballed" but is this really the sort of help we are going to get from our doctors moving forward? Interestingly, their google reviews all praise the doctors but to say the comments about the receptionists are scathing is an understatement. This surgery also have an incredibly patronising 'fable' on their website where they try and explain how you can't just expect to solve a problem by going straight to an expert, you have to follow a process.
So vent over but the question is how far should I push this?
Hope your mum's OK now.
Respectfully you might want to check if her friends have the same take on the conversation before complaining assuming they were present.
I hope that comes across in the tone it's intended to but given you weren't there and "recollections may vary" and all that I don't know how you end up in anything other than "he said she said" otherwise.
Respectfully you might want to check if her friends have the same take on the conversation before complaining assuming they were present.
I hope that comes across in the tone it's intended to but given you weren't there and "recollections may vary" and all that I don't know how you end up in anything other than "he said she said" otherwise.
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hstewie said:
hstewie said: Hope your mum's OK now.
Respectfully you might want to check if her friends have the same take on the conversation before complaining assuming they were present.
I hope that comes across in the tone it's intended to but given you weren't there and "recollections may vary" and all that I don't know how you end up in anything other than "he said she said" otherwise.
Yes I can see your point. The only thing I would say is that they might worried about being black balled too so it might be difficult to get them to back my mum. She clearly has no reason to lie and she did hear the comment about "closing for training" herself and that is on their website so it checks out. Respectfully you might want to check if her friends have the same take on the conversation before complaining assuming they were present.
I hope that comes across in the tone it's intended to but given you weren't there and "recollections may vary" and all that I don't know how you end up in anything other than "he said she said" otherwise.
Its a really tricky situation. I just can't believe that people involved in the medical profession, even as a receptionist, can appear to be so uncaring.
She seems to be fine. I'm waiting for the "Why did you waste all that money on flowers?!" phone call....
The Hypno-Toad said:
Yes I can see your point. The only thing I would say is that they might worried about being black balled too so it might be difficult to get them to back my mum. She clearly has no reason to lie and she did hear the comment about "closing for training" herself and that is on their website so it checks out.
Its a really tricky situation. I just can't believe that people involved in the medical profession, even as a receptionist, can appear to be so uncaring.
She seems to be fine. I'm waiting for the "Why did you waste all that money on flowers?!" phone call....
Yeah I didn't necessarily mean "and here's a list of witnesses" but I've been in so many situations at work as I'm sure you have too where two people walk out a room and one says black and the other says white and you're pretty sure neither of them are intentionally misremembering but they can't both be right.Its a really tricky situation. I just can't believe that people involved in the medical profession, even as a receptionist, can appear to be so uncaring.
She seems to be fine. I'm waiting for the "Why did you waste all that money on flowers?!" phone call....
Not sure I have answer as I don't think I'd want to let it go but equally I see your concern - is "black balling" really a thing though?
bhstewie said:
hstewie said: Yeah I didn't necessarily mean "and here's a list of witnesses" but I've been in so many situations at work as I'm sure you have too where two people walk out a room and one says black and the other says white and you're pretty sure neither of them are intentionally misremembering but they can't both be right.
Not sure I have answer as I don't think I'd want to let it go but equally I see your concern - is "black balling" really a thing though?
Judging by the comments on their google reviews and their actions yesterday, I could see the people involved holding grudges against patients. That becomes particularly prevalent when it would appear that at surgeries like both mine and my mums they operate a "triage" system of assigning appointments and the receptionists can be the "gatekeepers" of that so all of a sudden you might find yourself at the back of the queue. Not sure I have answer as I don't think I'd want to let it go but equally I see your concern - is "black balling" really a thing though?
You would like to hope this isn't true but they seemed quite happy to have left her bleeding in the street so....
As someone who worked part-time for a few years as a GP receptionist I'm very disappointed by this story if it is indeed as told by the OP. If that situation had arisen at our surgery, with just 5 minutes to go before 'training', surely there would have been someone available to see to the lady and we would have made every effort to find someone.
If you're happy that this version of events are correct I would definitely raise it with the Practice Manager - you should be able to find an email address on their website?
If you're happy that this version of events are correct I would definitely raise it with the Practice Manager - you should be able to find an email address on their website?
Rh14n said:
As someone who worked part-time for a few years as a GP receptionist I'm very disappointed by this story if it is indeed as told by the OP. If that situation had arisen at our surgery, with just 5 minutes to go before 'training', surely there would have been someone available to see to the lady and we would have made every effort to find someone.
If you're happy that this version of events are correct I would definitely raise it with the Practice Manager - you should be able to find an email address on their website?
That’s exactly what happened after some initial reluctance. If you're happy that this version of events are correct I would definitely raise it with the Practice Manager - you should be able to find an email address on their website?
It could well have been an initial no we can’t just give you a plaster. Looks at leg hmm that’s pretty bad take a seat… nurse found.
Shameful but not unsurprising now.
My gp practice receptionists have checked patients social media and banned them for criticising they are that bad.
You have to phone at 8am on the dot if you want the chance to even speak to the gp and there attitude is terrible. I phoned at midday once and she actually let out a snigger when I asked for a call back from the gp.
My gp practice receptionists have checked patients social media and banned them for criticising they are that bad.
You have to phone at 8am on the dot if you want the chance to even speak to the gp and there attitude is terrible. I phoned at midday once and she actually let out a snigger when I asked for a call back from the gp.
They can sometimes lack empathy.
I was once waiting in line to speak to the receptionist and the woman in front was trying to make a GP appointment for her husband. She was being asked what the medical issue was. The woman said it was of a personal nature so didn't want to explain it in a public reception area.
The receptionist was adamant that if she didn't tell her what it was about then she couldn't book an appointment. The woman left without her appointment looking quite upset.
I wanted to shout at the receptionist "WHY DIDN'T YOU GET HER TO WRITE IT DOWN RATHER THAN BULLY HER INTO LEAVING???"
Instead I chose not to antagonise the person who could stop me getting an appointment.
I was once waiting in line to speak to the receptionist and the woman in front was trying to make a GP appointment for her husband. She was being asked what the medical issue was. The woman said it was of a personal nature so didn't want to explain it in a public reception area.
The receptionist was adamant that if she didn't tell her what it was about then she couldn't book an appointment. The woman left without her appointment looking quite upset.
I wanted to shout at the receptionist "WHY DIDN'T YOU GET HER TO WRITE IT DOWN RATHER THAN BULLY HER INTO LEAVING???"
Instead I chose not to antagonise the person who could stop me getting an appointment.
In over 44 years in the corporate / private industry world in many countries I have never come across anyone quite like doctor's receptionists. Exasperating to say the least. They make BMW reception areas paragons of virtue!
Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
Edited by ian in lancs on Friday 27th September 15:57
ian in lancs said:
In over 44 years in the corporate / private industry world in many countries I have never come across anyone quite like doctor's receptionists. Exasperating to say the least. They make BMW reception areas paragons of virtue!
Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
Not sure "privatisation" will achieve anything when most if not all GP surgeries are already private businesses working under the NHS banner but ultimately are owned by the partners within the surgery. Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
Edited by ian in lancs on Friday 27th September 15:57
ian in lancs said:
In over 44 years in the corporate / private industry world in many countries I have never come across anyone quite like doctor's receptionists. Exasperating to say the least. They make BMW reception areas paragons of virtue!
Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
From the surgery’s point of the view, the level of entitlement/expectation and downright inappropriateness from a high number of callers has probably lead to this all happening. People want answers immediately for many minor ailments that a pharmacy or common sense could solve. Nice customer greet, comfy chairs, wifi, nice cup of coffee, biscuits, TV, brochures and magazines and technicians that cost less than doctors... Lovely! I'll never complain about MD's again....
Roll on privatisation...
As an aside, the local GP Practice is introducing an email based triage case management system for routing and appointment granting.
Edited by ian in lancs on Friday 27th September 15:57
You’ve only got to read the ‘advice’ on PH Health Matters a lot of the time to get a feel.
“Go to hospital NOW”
“Tell them you want X tested”
“Insist on Y test”
Etc.
Low level admin staff often operate within tight policies and if you get a proper jobsworth they won't deviate at all.
We recently had an incident where a patient collapsed in the waiting room (radiology dept in a DGH). The receptionist did not raise the alarm as "she isn't clinical", and this was supported by her line manager. Basically you need reception manned by someone clinical if you want anyone to be allowed to care about the people waiting in it. It is total bks
It will be worth hearing what the practice policies are. I fully expect they will reply saying that they aren't an acute service, they aren't funded for it, and that they can only provide such care when time allows.
We recently had an incident where a patient collapsed in the waiting room (radiology dept in a DGH). The receptionist did not raise the alarm as "she isn't clinical", and this was supported by her line manager. Basically you need reception manned by someone clinical if you want anyone to be allowed to care about the people waiting in it. It is total b
ksIt will be worth hearing what the practice policies are. I fully expect they will reply saying that they aren't an acute service, they aren't funded for it, and that they can only provide such care when time allows.
Jamescrs said:
Not sure "privatisation" will achieve anything when most if not all GP surgeries are already private businesses working under the NHS banner but ultimately are owned by the partners within the surgery.
Competition, mobility and survival of the fittest; get better rewarded by being better at whatever. The current system is a lock-in to whatever practice you have registered with. Not easy to complain (posters above cite repercussions) or go where its better (go private GP and NHS GP refuses to pick up). Better to have competing services and 'customer' mobility. That is accelerating locally with dentists, physio's, et al to add to the increasingly private healthcare infrastructure.OldPal said:
Shameful but not unsurprising now.
My gp practice receptionists have checked patients social media and banned them for criticising they are that bad.
You have to phone at 8am on the dot if you want the chance to even speak to the gp and there attitude is terrible. I phoned at midday once and she actually let out a snigger when I asked for a call back from the gp.
No GP receptionist has the power to de-list for that or any other reason.My gp practice receptionists have checked patients social media and banned them for criticising they are that bad.
You have to phone at 8am on the dot if you want the chance to even speak to the gp and there attitude is terrible. I phoned at midday once and she actually let out a snigger when I asked for a call back from the gp.
Primary care needs a huge overhaul. The model of care in countries like France is quite good but then they pay for consultations - anathema to many people in the UK but we still expect an overstretched system to function.
Agree about GP receptionists being a law unto themselves. A very difficult bunch of staff to work with.
You could come in with a sabre tooth tiger hanging on to your leg - and they would make you sit and wait.
Agree about GP receptionists being a law unto themselves. A very difficult bunch of staff to work with.
You could come in with a sabre tooth tiger hanging on to your leg - and they would make you sit and wait.
The Hypno-Toad said:
Judging by the comments on their google reviews and their actions yesterday, I could see the people involved holding grudges against patients. That becomes particularly prevalent when it would appear that at surgeries like both mine and my mums they operate a "triage" system of assigning appointments and the receptionists can be the "gatekeepers" of that so all of a sudden you might find yourself at the back of the queue.
Would you suggest that they didn't use the triage system?Because that is normal practice in the NHS.
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