Doctors' Receptionists
Discussion
I thought the stereotype of the dragon receptionist wanting to know your business before giving a doctor's appointment had passed? My old Mum (in her late 70's) seems to have to convince the receptionist she needs an appointment. How prevalent is this?
I suggested she asked the receptionist which medical school she went to, but what right do receptionsists have to quiz you before deciding if you can have an appointment? I never get this at my doctors and my father in law who is at the same surgery gets a priority appointment for his wife without the quizzing because they know she is seriously ill.
Common place I am afraid.
I am more than happy to cast a stereotype here, but they are all nightmares and need to be reminded that they are supposed to offer a service and they are not medically trained. The number of times that you have to fight to get through to someone is a ridiculous. Thankfully, my local surgery now operates a no-appointment system that has its flaws, but it does mean that you can get to see someone within 6 hours. Oh and its run from a call centre so no more daft dragon women (and they always are women) policing the bloody appointment book.
I am more than happy to cast a stereotype here, but they are all nightmares and need to be reminded that they are supposed to offer a service and they are not medically trained. The number of times that you have to fight to get through to someone is a ridiculous. Thankfully, my local surgery now operates a no-appointment system that has its flaws, but it does mean that you can get to see someone within 6 hours. Oh and its run from a call centre so no more daft dragon women (and they always are women) policing the bloody appointment book.
May be due to the load on the surgery at the moment, this weather isn't helping. Mine used to be like this, a real fight to get to see a doc but admittedly recently they have improved hugely and most times now you can get an appointment on the day you call. I've found they run a triage system, so a doctor calls you back rather than arguing with the receptionist on how urgent it is which is much better.
Unfortunately they have to be like that.
Its your, joe publics fault.
They are in charge of when, and how fast, you see a doctor.
If we (doctors) left the decision of when and how fast, to the patient there would be total chaos.
To decide when, and how fast, they have to ask at least a few intrusive questions.
Be nice to them, they do a very difficult job.
Its your, joe publics fault.
They are in charge of when, and how fast, you see a doctor.
If we (doctors) left the decision of when and how fast, to the patient there would be total chaos.
To decide when, and how fast, they have to ask at least a few intrusive questions.
Be nice to them, they do a very difficult job.
Four Cofffee said:
I thought the stereotype of the dragon receptionist wanting to know your business before giving a doctor's appointment had passed? My old Mum (in her late 70's) seems to have to convince the receptionist she needs an appointment. How prevalent is this?
I suggested she asked the receptionist which medical school she went to, but what right do receptionsists have to quiz you before deciding if you can have an appointment? I never get this at my doctors and my father in law who is at the same surgery gets a priority appointment for his wife without the quizzing because they know she is seriously ill.
The receptionist is now more than just a person to book appointments and greet people. I suggested she asked the receptionist which medical school she went to, but what right do receptionsists have to quiz you before deciding if you can have an appointment? I never get this at my doctors and my father in law who is at the same surgery gets a priority appointment for his wife without the quizzing because they know she is seriously ill.
They are now there to vet potential patients in order to place them in the right section (nurse/GP/clinic) and to make sure that the appointment is valid. Some people will try and book an appointment with a doctor to get ear wax looked at, see if they have swine flu (!) or chat about the weather.
This stops more important appointments getting through and wastes valuable GP time.
Therefore, they ask some questions. I don't think there's any need to be defensive, just say broadly what the appointment is for - they don't want a full run down of your symptoms.
If it's very personal and you'd rather not say then say so - they shouldn't refuse you an appointment on that basis.
Old boy walks into a doctor's surgery, goes up to the receptionist and because he's a bit deaf shouts:
"I'VE GOT A PROBLEM WITH MY COCK!"
Receptionist lady hurriedly shushes him:
"Sir, we have women and children here, and you're shouting about your penis. Please come back in a few minutes and say you have a problem with your ear or hand or something and I'll know what you mean."
Old boy comes back 15 minutes later:
"I'VE GOT A PROBLEM WITH MY EAR!"
"OK Sir, I'll let the doctor know and make sure he sees you."
"GOOD, I CAN'T PISS OUT OF IT!"
"I'VE GOT A PROBLEM WITH MY COCK!"
Receptionist lady hurriedly shushes him:
"Sir, we have women and children here, and you're shouting about your penis. Please come back in a few minutes and say you have a problem with your ear or hand or something and I'll know what you mean."
Old boy comes back 15 minutes later:
"I'VE GOT A PROBLEM WITH MY EAR!"
"OK Sir, I'll let the doctor know and make sure he sees you."
"GOOD, I CAN'T PISS OUT OF IT!"
I live in a busy town, in a busy part of the south-east, so I'm far from rural. But my Doc, and his receptionist, are great. I can phone up and ask for an appointment, say, next week - lovely jubbly, something first thing in the morning or late at night.
On the, very rare, occasions I've wanted to see him pronot then they ask a couple of questions (basically trying to decide how serious it is, which is fair enough) so see if it warrants me being seen ASAP (i.e. that morning).
Quite, quite excellent.
Knowing what the public would be like if they were able to choose how important their problem is (can you imagine?!?!), it seems there does need to be an intermediate step between patient and doctor - especially the week of a cold snap the week after Christmas.
On the, very rare, occasions I've wanted to see him pronot then they ask a couple of questions (basically trying to decide how serious it is, which is fair enough) so see if it warrants me being seen ASAP (i.e. that morning).
Quite, quite excellent.
Knowing what the public would be like if they were able to choose how important their problem is (can you imagine?!?!), it seems there does need to be an intermediate step between patient and doctor - especially the week of a cold snap the week after Christmas.
Muzzer said:
Four Cofffee said:
I thought the stereotype of the dragon receptionist wanting to know your business before giving a doctor's appointment had passed? My old Mum (in her late 70's) seems to have to convince the receptionist she needs an appointment. How prevalent is this?
I suggested she asked the receptionist which medical school she went to, but what right do receptionsists have to quiz you before deciding if you can have an appointment? I never get this at my doctors and my father in law who is at the same surgery gets a priority appointment for his wife without the quizzing because they know she is seriously ill.
The receptionist is now more than just a person to book appointments and greet people. I suggested she asked the receptionist which medical school she went to, but what right do receptionsists have to quiz you before deciding if you can have an appointment? I never get this at my doctors and my father in law who is at the same surgery gets a priority appointment for his wife without the quizzing because they know she is seriously ill.
They are now there to vet potential patients in order to place them in the right section (nurse/GP/clinic) and to make sure that the appointment is valid. Some people will try and book an appointment with a doctor to get ear wax looked at, see if they have swine flu (!) or chat about the weather.
This stops more important appointments getting through and wastes valuable GP time.
Therefore, they ask some questions. I don't think there's any need to be defensive, just say broadly what the appointment is for - they don't want a full run down of your symptoms.
If it's very personal and you'd rather not say then say so - they shouldn't refuse you an appointment on that basis.
There are an epic amount of hypochondriacs that clogg up their time. My mum says she knows of a few people who are literally in every 2 to 3 weeks with something that's nothing.
I think it's a good thing.
I was in a queue to pick up a prescription the other day. In front of me was a lady who wanted to see a doctor 'right now', the receptionist was a model of patience. She told the lady she would have to phone and she would be given an appointment ASAP if required, unless it was an emergency, in which case she could have a word with the GP. The woman at this point decided it was an emergency. It transpired that her son is depressed and would kill himself if he didn't get to see a GP right away, and he didn't want to talk to them on the phone. The receptionist asked where her son was, he was at home, she had to go to Asda first, and thought she would 'drop in' to the doctors surgery. The conversation went on, apparently her son wouldn't come to the surgery unless he had an appointment right away.
Now, maybe this is true and maybe he was depressed but it strikes me that manipulative people like this will try any tactic to get an appointment above anyone else, who may genuinely need it.
I was in a queue to pick up a prescription the other day. In front of me was a lady who wanted to see a doctor 'right now', the receptionist was a model of patience. She told the lady she would have to phone and she would be given an appointment ASAP if required, unless it was an emergency, in which case she could have a word with the GP. The woman at this point decided it was an emergency. It transpired that her son is depressed and would kill himself if he didn't get to see a GP right away, and he didn't want to talk to them on the phone. The receptionist asked where her son was, he was at home, she had to go to Asda first, and thought she would 'drop in' to the doctors surgery. The conversation went on, apparently her son wouldn't come to the surgery unless he had an appointment right away.
Now, maybe this is true and maybe he was depressed but it strikes me that manipulative people like this will try any tactic to get an appointment above anyone else, who may genuinely need it.
Christ, I had no end of problems late last year- mainly with a right Stony faced old cow.
Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
Emsman said:
Christ, I had no end of problems late last year- mainly with a right Stony faced old cow.
Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
YOu class that banale conversation as "no end of problems"????Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
Wow. You have an easy life. I cannot fathom how you even remember that coversation, nevermind obsess about it still.
YOu still get your appointment Wednesday.
Why are you crying exactly?
Four Cofffee said:
How prevalent is this?
Very. Going back ten years or so I was refused a GP appointment by a receptionist, cut a long story short I ended up in surgery and subsequently told I'd been hours from death. Apparently the GP's receptionist thought it couldn't be serious because I'd eaten a meal the night before - I was comfortably over 6' and 14 years old, it was a bit of a miracle I hadn't eaten three meals that evening!Have managed to steer clear of that sort of melodrama since, but I still see the same attitudes from the receptionists at the local GP's.
blindswelledrat said:
Emsman said:
Christ, I had no end of problems late last year- mainly with a right Stony faced old cow.
Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
YOu class that banale conversation as "no end of problems"????Having seen the Dr, I was told to make an appointment for the following week.
You cant do that, appointments are released on the day.
But i have just seen the Dr, and have been told to see him again next week.
Which day?
He didnt specify
Ring on Tuesday for a tuesday appointment
I cant make tuesday, as im in hospital.
Which day can you do?
Well, whichever is quiet i guess.
Tuesday
Erm, i cant do tuesday- im at hospital
Wednesday?
Fine
Ring on wednesday for an appointment on wednesday
Christ- If you can see which days are clear, why not just make an appointment now?
Because they are given away on the day.
But the Dr has asked to see me, not the other way around
Ring on wednesday
Thanks. Thanks so much for your help.
Wow. You have an easy life. I cannot fathom how you even remember that coversation, nevermind obsess about it still.
YOu still get your appointment Wednesday.
Why are you crying exactly?
julian64 said:
Unfortunately they have to be like that.
Its your, joe publics fault.
They are in charge of when, and how fast, you see a doctor.
If we (doctors) left the decision of when and how fast, to the patient there would be total chaos.
To decide when, and how fast, they have to ask at least a few intrusive questions.
Be nice to them, they do a very difficult job.
steady on, don't expect anyone to be rational here! I'd hazard, on the other hand, that informing patients of this process when they register or if they have not been for a while, might help. Even getting the aforementioned Dragon Ladies to explain their actions before asking??Its your, joe publics fault.
They are in charge of when, and how fast, you see a doctor.
If we (doctors) left the decision of when and how fast, to the patient there would be total chaos.
To decide when, and how fast, they have to ask at least a few intrusive questions.
Be nice to them, they do a very difficult job.
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