Why are GP receptionists always so rude?
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GP receptionists, I really can't stand them. They're all old, power-hungry female battle-axes that seem to delight in being over bureaucratic, inefficient power mongers. For example: (1) Two years ago I developed hypothyroidism (under active thyroid gland) a chronic condition requiring lifelong medication. The symptoms are forgetfulness, tiredness and profuse sweating that disappear once your TSH levels are in the normal range. When I went to pick up my first prescription I got treated appallingly. I felt tired, frustrated, soaked in sweat and, unfortunately, lost my temper with the receptionist when she hadn't processed my prescription. But did she understand? Did she heck. I just got banned from the surgery and forced to change doctors. Their excuse? A zero tolerance policy for 'abusing' staff. I wouldn't have minded if I had threatening or assaulted this receptionist but this incident wasn't even close! |
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It was unprofessional beyond belief... (2) A blood test at a health centre. In reception the battle-axe that booked me in, after ignoring me on arrival whilst continuing to chat to her friend, treated me, and other patients to 10 minutes of lively 'entertainment' listening to her on the phone, shrieking and guffawing at the top of her voice with laughter. It was unprofessional beyond belief and all patients (one holding her head in pain) just gave each other disapproving glances. |
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(3) My new surgery booked me for a blood test by phone. Arrived on the due date and was told to wait in the blood test reception. I did - for an hour. When the nurse never called me in I returned to main reception and the same receptionist dismissively told me that they don't do blood tests on Tuesdays. I told them I had got my dates right, but she didn't believe me. No apology, no explanation about why she'd checked her computer, saw my name and told me to wait in the first place. Just a surly PC attitude that suggested that I'd put her out for daring to question her on her incompetence. So, there you go - GP receptionists, I detest them. By: Pat |
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Comments from visitors
As a pharmacist and, of course, a patient, my experience of receptionists is that the vast, vast majority of them are very nice. I know they have a high workload yet they still try to do what they can for you, point you in the right direction if they're not able to help, find a moment between appointments so you can discuss a clinical matter with the GP etc. However there always seems to be one who will be rude, make up their own rules and generally be obstructive for some reason. My bad experiences include receptionists:
-wanting to know dates of birth/addresses for every patient (sometimes 20 or 30 people) whose repeat prescription we are picking up (despite this never being a rule before or after)
- deciding the answer to clinical/legal issues with prescriptions themselves
- telling me that "that drug can't be put on repeat prescription" despite this never being the case before or after
- making me explain complicated clinical or legal issues to them before allowing me to speak with a GP and explain it all again
- arguing with me over legal requirements for controlled drug prescriptions and insisting "we haven't been told about that, you're wrong"
- insisting that a patient needed to provide a stamped addressed envelope before they would correct a prescription that they made a mess of
- telling me "we don't fax copies of prescriptions" or "we don't give prescription details over the phone" despite this never being the case before or after
and many more pointless battles I've had to fight. I would understand that many of these could be simple mistakes made in a highly stressful environment, but they're always accompanied by rudeness and the idea that I'm basically an idiot wasting their time. If the vast majority of receptionists can be helpful and nice, as I aim to be for them in my own highly stressful working environment, why is there always one who needs to be nasty? It means that you only remember the bad experiences you've had and not the much more common good ones.
-wanting to know dates of birth/addresses for every patient (sometimes 20 or 30 people) whose repeat prescription we are picking up (despite this never being a rule before or after)
- deciding the answer to clinical/legal issues with prescriptions themselves
- telling me that "that drug can't be put on repeat prescription" despite this never being the case before or after
- making me explain complicated clinical or legal issues to them before allowing me to speak with a GP and explain it all again
- arguing with me over legal requirements for controlled drug prescriptions and insisting "we haven't been told about that, you're wrong"
- insisting that a patient needed to provide a stamped addressed envelope before they would correct a prescription that they made a mess of
- telling me "we don't fax copies of prescriptions" or "we don't give prescription details over the phone" despite this never being the case before or after
and many more pointless battles I've had to fight. I would understand that many of these could be simple mistakes made in a highly stressful environment, but they're always accompanied by rudeness and the idea that I'm basically an idiot wasting their time. If the vast majority of receptionists can be helpful and nice, as I aim to be for them in my own highly stressful working environment, why is there always one who needs to be nasty? It means that you only remember the bad experiences you've had and not the much more common good ones.
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ScottishPharmacist - 30-Jan-12 12:34
I noticed my comment has had some negative feedback. I did forget to mention that I am well respected by patients at the clinic where I work and patients often make comments to this effect. However, because it is a specialist clinic I probably don't have to deal with the same volume of patients that a normal GP practice does. The point I was trying to make in my previous comment was that receptionists don't have the final say in what goes on.
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I`ve had to face dragon lady receptionist in the past, but I`m glad that my present dr`s receptionist`s are quite polite & friendly, & I`ve never heard them raise their voices to anyone.
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I understand they can get stressed, but I would be fired if I talked to my custoemrs the way the receptionist talked to me.
I DO NOT see why I have to divluge personal embarassing conditions to a receptionist. I booked in with the receptionist, and they then told me an hour later I was at the wrong surgery- why not tell me when I book in!!!!
I DO NOT see why I have to divluge personal embarassing conditions to a receptionist. I booked in with the receptionist, and they then told me an hour later I was at the wrong surgery- why not tell me when I book in!!!!
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I am a receptionist/secretary at a specialist service. I know it's probably different here from a normal GP's surgery but quite often in order to do my job I have to get information from the clinical staff. However, they are reluctant to give me the information promptly and consequently things get delayed. I speak to my superviser about it but she just says to me "these are adults and you can't make adults to things" so that means the job I have to do does not get done but who gets the blame for it?
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The receptionists at my doctor's surgery are very friendly. It is the practice managers who are awkward and aloof.
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Feather-No, we are not nasty bitches, we are just not going to put up with your self entitled crappy attitude. And the comment about Americans makes you yourself look like a nasty bitch. You are prob one of the cry baby complaining patients that I was talking about. Get the stick out of your ass and get over it.
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You prob just think they are rude. Most patients act like self entitled jer** and some receptionists are just no longer gonna put up with it. Let me give you a little tip. Try being nice when you call. If you are a jerk, you better believe I am gonna let the Dr. know. You can complain all you want about me and the Dr. will promise to handle it. After you leave we joke about what a cranky nutcase you are and that is the extent of it being handled. Be a b**** to me and you get the crappiest appt available. Be nice and you get your pic of the schedule. Don't call with stupid questions. If you have a headache do not call and ask how many tylenol to take....read the package. Do not call and refuse to give me info, as I need the info to help you with your problem. Don't laugh at your own stupid jokes, they are not funny. You are not the only idiot that says "playing phone tag" so don't laugh everytime you say it like you are clever and the first person in history to say it to me. I hear it 100 times a day and it always sounds stupid. Don't get pissy with me because I can't spell your last name that has 25 letters in it or because your english sucks. I am not the one who bills you so please don't yell at me about your bill. Be nice to me and I will go out of my way to help you. Act like a jer* and get treated like one : )
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I have just started work as a GP receptionist and I can honestly say its the most busiest stressful job I've ever had (I'm 42) and I was a legal secretary for a senior parner in a law firm before this and a nurse many years ago.
I will always endevour to help people and to have a smile on my face when working but its hard when your doing a thousand things at once but I will remember.
Now I can see that GP's receptionist's can only offer appts if the GP says so, cant magic a prescription out of thin air if the GP refuses to sign it and instructs us to tell the patient they must have a review before issuing the next prescription. Its strange as I've already had abuse (well I say abuse, its more people being a bit rude as they are stressed out) directed at me, but they havent said a word to the GP who is the one responsable for the presciption or apt not being available. We dont make the rules people, we just follow them.
If you have a complaint, please complain to the right people ie the Practice Manager or the GP not the front line reception staff.
Have a good day everyone
I will always endevour to help people and to have a smile on my face when working but its hard when your doing a thousand things at once but I will remember.
Now I can see that GP's receptionist's can only offer appts if the GP says so, cant magic a prescription out of thin air if the GP refuses to sign it and instructs us to tell the patient they must have a review before issuing the next prescription. Its strange as I've already had abuse (well I say abuse, its more people being a bit rude as they are stressed out) directed at me, but they havent said a word to the GP who is the one responsable for the presciption or apt not being available. We dont make the rules people, we just follow them.
If you have a complaint, please complain to the right people ie the Practice Manager or the GP not the front line reception staff.
Have a good day everyone
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Doctors receptionist couldn't care less about the patients, and have zero tolerance of anyone who is ill. Since everyone who attends a doctor's surgery is feeling ill, this means they are rude to all the patients. If someone wants to apply for a job as a doctor's receptionist, they only need to prove that they are a "fully fledged battleaxe who hates everyone" and if they can do this, they will be certain to get the job !!!!!
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Like the author here, I can't bear GP receptionists. They are all cut from the same cloth, in my experience. The typical profile of a GP receptionist is female, late middle age - usually late 50s to mid 60s; usually white; with an inflexible jobs worthy attitude; treats patients with sheer contempt at worse or indifference at best, e.g., making them wait at the reception window or shoeing them across to another queue without so much as looking up or acknowledging them; too slow in doing anything useful - such as answering the phone during core working hours; over bureaucratic approach by not doing anything 'not strictly by the book' no matter how much inconvenience they cause; seem to take weeks to carry out the simplest task - like putting a letter in the post - are quick to complain and then trot out their 'zero tolerance of staff abuse policy' when patients naturally get aggrieved with their incompetence - not answering the phone, ouble booking them for appointments; losing or messing up their medical records; not sending out rotating prescriptions to pharmacies on time etc., but fail to notice or acknowledge their own very obvious shortcomings.
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same here in london n7,there are rude and useless, I just dont understand how they can be employed,anywhere else if you treat costumers like that you will get fired!why there are not?! and do they understand that there work requires at times to deal with unwell or confused people?
the receptionist at my surgery made me wait 4 month for a copy of my medical records,lost several of my faxes sent from my consultants,every month she mistakes my repeat prescription and she screamed at me on several occations about my meds when she MADE THE MISTAKES in printing them! but she still employed....WHY??
the receptionist at my surgery made me wait 4 month for a copy of my medical records,lost several of my faxes sent from my consultants,every month she mistakes my repeat prescription and she screamed at me on several occations about my meds when she MADE THE MISTAKES in printing them! but she still employed....WHY??
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one day i'll get you alone - 10-Jun-11 23:00
Well, I'm astounded today - truly at the level of expertise the receptionist has at my local surgery. Last week I asked for a prescription for head lice lotion for my daughter - she had lice, I had run out of lotion and usually the Dr or nurse will give you a script without seeing you as it's really just a waste of their time. No, she had to see the nurse - who didn't have an appointment for 4 days - 4 school days. And we all know how fast they spread. So it was a trip to the chemist for yet another bottle of lotion. But yet today my daughters father went up to ask for an appointment for my daughter, she had small blisters all over her, high temp etc (most experienced parents would recognise chicken pox - I did as soon as I saw her but he didn't) He didn't take her with him yet the receptionist was able to diagnose chicken pox without even seeing her, and advise treatment! Amazing! I don't know why we pay to train Drs when receptionists are obviously much better equipped..........
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Is online bingo a scam? does anyone have any veiws on this?
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bingo addict - 24-May-11 00:51
If a GP receptionist can't handle the work load then really they should look elsewhere if they think they can take out their bad day on patients. Everyone has a bad day now and then and if you take it out on someone else for no reason then that's wrong!
We have receptionists mainly in their 50s and tend to appear with an old matronly attitude where they think they are in charge of the whole surgery... forget about the doctors, some of these people think they are above them but also forget they haven't had the years of training and practical experience. I even heard one snap at a GP and did he say anything to her, no it's no wonder they do it then!
There's no need to snap at patients either on the phone or disapprove to what appears a minor ailment only to be proven wrong by their own unski11ed diagnosis.
There are some good receptionist but there are also some who shouldn't be in that vocation. Ones that think it's OK to insult patients and to treat them like second class citizens. We keep these people in a job.
Our surgery is like a social club to them, they don't care how loud they are or what they say, why are those types employed here??
We have receptionists mainly in their 50s and tend to appear with an old matronly attitude where they think they are in charge of the whole surgery... forget about the doctors, some of these people think they are above them but also forget they haven't had the years of training and practical experience. I even heard one snap at a GP and did he say anything to her, no it's no wonder they do it then!
There's no need to snap at patients either on the phone or disapprove to what appears a minor ailment only to be proven wrong by their own unski11ed diagnosis.
There are some good receptionist but there are also some who shouldn't be in that vocation. Ones that think it's OK to insult patients and to treat them like second class citizens. We keep these people in a job.
Our surgery is like a social club to them, they don't care how loud they are or what they say, why are those types employed here??
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Doctors receptionists
Can I just let you know as a doctors receptionist myself (and I am not old (well early 40's) or grumpy) we get the blame for everything!
We can only issue appointments that the doctors themselves have released to us to book.
We can only give out prescriptions to patients that the doctors have signed.
We don not just book appointments we also book transport for the elderly, fax notes to hospitals and casre homes, arrange clinics, scan ALL paperwork ont ot he system and then assign it to the correct patient, arrange pathology repeats, completed Read coding, in fact wee never stop.
I work from 8am til 6pm every night (sometimes til 8.30pm if the clinics over-run) and only get paid just over the minimum wage
So please, please, please don't take it out o the receptionist we are only doing our jobs and trying to help and we aren't all the same, because in our surgery it is service with a smile :-)
Can I just let you know as a doctors receptionist myself (and I am not old (well early 40's) or grumpy) we get the blame for everything!
We can only issue appointments that the doctors themselves have released to us to book.
We can only give out prescriptions to patients that the doctors have signed.
We don not just book appointments we also book transport for the elderly, fax notes to hospitals and casre homes, arrange clinics, scan ALL paperwork ont ot he system and then assign it to the correct patient, arrange pathology repeats, completed Read coding, in fact wee never stop.
I work from 8am til 6pm every night (sometimes til 8.30pm if the clinics over-run) and only get paid just over the minimum wage
So please, please, please don't take it out o the receptionist we are only doing our jobs and trying to help and we aren't all the same, because in our surgery it is service with a smile :-)
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Super receptionist - 28-Mar-11 13:04
As a hard working, gp receptionist, it really upsets and depresses me to hear such generalisations. At the gp surgery where I work, we bend over backwards to fit our patients in, solve their problems and queries, get their prescriptions done on time. Patients have little idea of the stress of the job and I would suggest that patients complain to the Practice Manager if they encounter the sort of behaviour that Pat describes. Many of us work extremely hard to ensure our patients receive a courteous and efficient service.
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Those old gals are such cows. And why are they rude? Because they can be, that's why. You should tell your GP that if he doesn't replace the cow that answers his telephone you'll have to replace him!
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People like you CJ and LG make the world such a lovely place and all the bad people make you look like angels. Aaahhh....
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CJ Pennypacker - Shortly after that I changed to another surgery so I never found out what happened to him. If he had been just a little less ill he may have struggled home and died there alone which is a chilling thought.
I know people make mistakes but this was a very basic one as we could see that he needed urgent help so they should have too. But it is more as you say the lack of compassion and caring that is depressing.
Why not do what I did and ask around among your neighbours and acquaintances to see if you can get a better doctor's surgery from personal recommendations ?
Signing off for tonight.Thanks for the compliment! All the best CJ,
I know people make mistakes but this was a very basic one as we could see that he needed urgent help so they should have too. But it is more as you say the lack of compassion and caring that is depressing.
Why not do what I did and ask around among your neighbours and acquaintances to see if you can get a better doctor's surgery from personal recommendations ?
Signing off for tonight.Thanks for the compliment! All the best CJ,
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