Doctors surgeries receptionists

Dtp1979

Is it standard practice for these people to ask private questions over the phone as if they’re done kind of medical professional?

I rang today to speak to my doctor about a private medical issue and she basically kept asking questions until I had to tell her what it was about.

a few friends have said it’s the same carry on in other surgeries. Why do these people need to know?

Mrs OBumble

At the moment, it's cos their boss, the GP, has told them to screen calls.

I am now firmly of the opinion that they all need to be replaced by trained health professionals, eg nurses who are injured and cannot do hands on nursing any longer. Having Binty the receptionist making decisions about who gets treatment and who doesn't is well past being funnym

Xander10

https://www.boards.ie/discussion/comment/118450286#Comment_118450286

Pretty unfair to blast all receptionist like that. The ones I know have been working years in the practice and have built up a decent knowledge to ask appropriate questions.

A bit like the front of staff staff in pharmacy, they can be more than helpful in advising with OTC medicines etc.

Thoie

https://www.boards.ie/discussion/2058227077/doctors-surgeries-receptionists

Any doctor's receptionist I've met has been very discreet, and doesn't share your info around the town. They wouldn't last long in their job if they did. I just called to make an appointment, and like you, had to tell the receptionist what it was about. It helps manage waiting lists, gives the GP a heads up of what's coming at them, and helps determine whether a longer appointment might be needed.

If I'm just looking for a repeat prescription of something I've been on for years that doesn't need much oversight, that could be a 10 minute appointment. If I'm complaining of chest pains and can't breathe, an ambulance might be a better option than hanging around to see a doctor "later". If I say I've got a sore toe, then I'll need an in person visit, whereas other things might be appropriate for an initial phone call.

The receptionist isn't making decisions about who gets treatment - that's still down to the medical staff.

Dtp1979

Still, it just feels wrong discussing any of my private medical issues with a receptionist

stopthevoting

https://www.youtube.com/watch?v=DuKJLqDTUKE

THE RECEPTIONIST AT MY DOCTOR'S SURGERY!

Dtp1979

https://www.boards.ie/discussion/comment/118451652#Comment_118451652

Haha exaggerated, but only a little, which is the worrying part

Thoie

https://www.boards.ie/discussion/comment/118451895#Comment_118451895

Mine must have seen that, and taken the exact opposite tack. Everything from "I've got a hangnail" to "my leg has fallen off" is met with the same sympathetic "oh dear, well how about 3pm?"

Mrs OBumble

https://www.boards.ie/discussion/comment/118450334#Comment_118450334

They may be lovely receptionists.

But they are just that. They aren't registered professionals, they don't face any consequences if their advice or behaviour doesn't meet professional standards. And that's just wrong.

The other week, I watched an 83 year old, who's never sent an email in her life, get told that the ONLY way she can get a repeat prescription is by emailing them. Absolutely unprofessional.

The problem I have, is that the receptionists in my surgery are acting in a triage capacity, deciding whether you get an appointment in three days, or next week. And they are not qualified to triage patients.

Chucky Q

https://www.boards.ie/discussion/2058227077/doctors-surgeries-receptionists

This doesn’t seem right to me if there are private issues involved

Strumms

I’d just tell them that your health is between you and you GP. You won’t be discussing symptoms or any other facet of your health with them.

You won’t be discussing it with any non medically trained people.

if they fail to provide an appointment right away that you will be making a formal complaint about the GP and the surgery to the Irish Medical Council.

• they are failing to provide you with an appointment in a timely manner.
• you are being pressured to give details of your health to non medically qualified people who are using that information to make decisions about your health ie. them deciding to try and issue an appointment for a date too far in the future for your health requirements.

L1011

...and that's when you get told the GP won't be seeing you anymore, basically. Which in most parts of the country is going to leave you without access to a GP at all as next to no-one is taking on new patients.

Clearly unacceptable but that's the outcome of decades of mismanagement of the sector

Strumms

If a GP will refuse to see you without a reasonable excuse then they would be opening themselves up to loosing lots of cash…. And reputation.

L1011

https://www.boards.ie/discussion/comment/118457645#Comment_118457645

Right now most of them would be delighted to lose a few patients off their lists. There's a shortage of GPs everywhere.

Mrs OBumble

https://www.boards.ie/discussion/comment/118457467#Comment_118457467

Exactly.

They need to be replaced with people who are qualified and accountable. Right now, I don't even care if ghat adds a tenner to the price of a visit.

Strumms

https://www.boards.ie/discussion/comment/118457676#Comment_118457676

they are the ones who are accepting too many patients $$$$$$, so why would they change their minds having accepted too many and want rid ? :)

Jellybaby_1

With my doctor's receptionist there was one really good day and really several bad ones. The good one was when I was in severe back pain and was given an immediate appointment and another several when she was downright rude to me. I never know whether I'm talking to Dr. Frankenstein or his monster!! Because I have to go through her to get to the doctor I'm usually walking on eggshells when I ring.

sameoldname

Lads, if you want to be "triaged by a medical professional" you need to go to A&E. Even then, you'll more than likely have to describe your symptoms to a receptionist long before you ever get to see a nurse or doctor. No small practice is going to waste a nurse on answering the phone.

L1011

https://www.boards.ie/discussion/comment/118457782#Comment_118457782

There isn't a GP in the county that's not oversubscribed.

I think you have exceptionally (like, 2006 and backwards so 16+ years out of date) outdated ideas of GPs income.

Sorolla

There’s a lovely girl working at my doctors surgery and she is as good as any doctor - when Seamus had the cough and I rang her - she told me to give him warmed up flat red lemonade with a disprin and he would be as right as rain the next morning and she was right.

We got her to do the second reading at his funeral

NSAman

Have to agree with the op, my mum had to “try” to see her doctor… I was furious at the questions she asked, very personal indeed.

in the states each doctor has a nurse who decides, receptionists are just that, receptionists!

it’s typical of the cost cutting that is going on in a commercial environment that sees costs cut to the bone.

these new “super” combination clinics are the worst

https://www.boards.ie/discussion/comment/118457564#Comment_118457564

Beatings shall continue until morale improves, then. Fair enough.

In our local practice you speak to the receptionist, who asks you relevant questions to figure out whether to recommend an in-person or phone conversation, or if it's simply an administrative matter (like issuing receipts or forwarding test results or copies of prescriptions). She's an employee of the practice, and she'd be out on her ear if she ever revealed personal information. Based on what you tell her, she suggests either in-person or phone, and either a GP or the practice nurse. If you don't like what's suggested you can insist on your preferred option, or indeed you can simply tell the receptionist you'd prefer not to discuss anything until you see the doc or speak to the doc on the phone. However, all of that happens on the understanding that in-person visits to the surgery are likely to involve a longer wait for an appointment, and that phone consultations will be both quicker and cheaper. I've called lately to ask for both in-person and phone appointments without explaining what my problem is; when asked, I simply said I was sure I needed to visit or I was sure a phone call would be enough. No need for bad manners, conflict, or calling one's lawyers or the Medical Council. Of course, not everybody organises their practice in quite the same way.

By the way, shouldn't this thread be in some other forum?

Dtp1979

https://www.boards.ie/discussion/comment/118458147#Comment_118458147

Possibly yes. New boards is such shjte I simply can’t navigate around it so if a mod thinks there’s a better place for it, please move it.

Ash.J.Williams

https://www.boards.ie/discussion/comment/118451631#Comment_118451631

have you a covid cert?

Dtp1979

I do yea, why?

BnB

https://www.boards.ie/discussion/2058227077/doctors-surgeries-receptionists

https://www.boards.ie/discussion/comment/118450286#Comment_118450286

https://www.boards.ie/discussion/comment/118457564#Comment_118457564

When you mix a massively over-inflated sense of self-entitlement with not having a remote idea how the real world works..... this is the kind of BS that you get.

Do you really expect to be able to ring up your GP whenever the hell you want and talk to them ? If that was the case, most GP's would just spend the spend the day on the phone and never get to actually sit down with a single patient. How would you feel if you were at an appointment and your GP left you consultation to talk to someone on the phone about something simple like renewing their prescription ?

While it is a nice idea that you would have a health professional answering the phone at a GP surgery, where do you propose these health professionals are going to magically appear from. There is a huge shortage of nursing staff in Ireland right now. If a GP's clinic is lucky enough to get a nurse, they are not going to waste them on the phone making appointments etc. They'll have them working in an actual clinical role

As for complaining to the Irish Medical Council if a GP doesn't give you an appointment straight away....????? Are you freggin serious ?? You do know a GP is a private individual working for themselves or their practice. They do not have to give a "timely" or any other type of an appointment to anyone just because they ring them up.

Basically, what the three of you are saying between you is that you should be able to ring your GP and demand to speak to them whenever you want and also able to get an appointment whenever you want. You pretty much want to have your own private GP on demand available for yourself whenever you want them.

Deeec

https://www.boards.ie/discussion/comment/118463141#Comment_118463141

Im sorry but I dont agree with you. No receptionist should be deciding whether anyone gets an appointment ( be it in person or phone call). Everybody knows the demands doctors are under at the moment - I dont think anyone is contacting with minor problems. Even to get through to the doctors receptionist by phone is a challenge at the moment. Its a very dangerous system Doctors are using at the moment - of course this suits them and will be continued for the future.

Strumms

https://www.boards.ie/discussion/comment/118463141#Comment_118463141

Thats a heck of an ill-informed rant.. when a patient is ringing up looking for an in person appointment... not a phone consultation...yes and as a client / patient I expect it to be made without hesitation... there are professional standards they must adhere to. The imo outline them..

Dtp1979

Me: Hi can I speak to my doctor please

Her: ok what’s it in relation to?

me: I just have something private I want to discuss with him.

her: ok it’s 40 euro for a phone consultation

me: that’s fine

her: what is it you need to discuss?

me: I’m looking for a referral for a procudure

her: what’s the procedure?

at that point I had to tell the fcuking receptionist what my private medical issue was.

https://www.boards.ie/discussion/comment/118463379#Comment_118463379

Well pity about you there’s a fcuking pandemic and the GPS are flat out you can’t get an app “right away” and very few people can.

it’s also absolutely unreal the cheek of some people here to speak about the receptionists in doctor surgeries as if they’re just picked up off the street and handed a phone. They’re more qualified than you or I to take patient calls and believe it or not they’re trained on the screening process for the GP… and if they’re unsure they can go ask the doctor (and my own GP practice has done in the past, if the receptionist isn’t sure about the urgency of the matter she checks and calls me back)

It boggles the mind to think that we can make the call that we need to see a doctor, but someone who works there, has training on screening patient calls can’t make an educated judgment on how urgent a call is?

if what’s wrong with you is so severe an appointment is needed NOW or within a couple HOURS you’re already wrong for ringing a GP you should be presenting to your local ED.

so much absolute rubbish being spouted here it’s unreal.

edit: typo

stopthevoting

https://www.boards.ie/discussion/comment/118463436#Comment_118463436

Even you hadn't told her then what the procedure was, she would probably have known eventually anyway, as she might have been sending emails or making phone calls to arrange the referral. And I think there is no issue with that, as it would be a normal part of her job.

shesty

https://www.boards.ie/discussion/comment/118463436#Comment_118463436

Our receptionist phrases it as "Do you think the doctor will need to see you or will over the phone do".And will generally accept whatever you think.But I tend to be sensible enough about it, maybe other people aren't.If it is a private issue, I will just say that, or phrase it as "something I just want to get checked by the doctor", or "something I want to discuss with the doctor".They need to know no more than that.

Also phone consultations are not cheaper.. where are these surgeries?Phone in ours is the same price as in-person, but if you phone and they then also want to see you later, they don't charge you for the in-person visit.

Strumms

https://www.boards.ie/discussion/comment/118463454#Comment_118463454

Nobody was looking for an appointment within a couple of hours but they were looking for a consultation / conversation with a doctor not with administrative staff…. Yes there is a pandemic, so let’s put all other health concerns and issues to one side ? No.

pains in your chest ? Feeling faint ? Tough… pandemic !

https://www.boards.ie/discussion/comment/118463608#Comment_118463608

pains in your chest ? Feeling faint ? Tough… pandemic !

no, you go to the flipping ED if you have chest pain or feel faint.. what do you think they’re gonna do even if a GP did answer the phone?

you’ll be told to go to the hospital!

god give me peace 😂 as has been said already, if you want to speak to your doctor you need an appointment. They can do many things, doctors, cloning themselves isn’t one of those things. How do you envision they see patients while simultaneously answering every phone call they get asking for them?

mad though how almost everyone thinking a doctor or nurse should answer your call acts like the GP is there to serve them only..

Do you ring your dentist and refuse to tell the receptionist what the complaint is? Like appointment screening existed before covid, it’s been the norm for as long as I can remember because, as I said, doctors can’t see patients AND take phone calls all day.

Like what has me really confused is this demand that

1. I want to speak to the GP or a Nurse
2. i also want an appointment quickly without delay a few days is too long and a few weeks I’ll report ye (???)
3. I don’t want ANYONE BUT A DOCTOR TO ASK ME ANY QUESTIONS ABOUT MY COMPLAINT

in that case go hire your own doctor.

Mrs OBumble

https://www.boards.ie/discussion/comment/118463454#Comment_118463454

What exact qualification do you think the average GP receptionist has? Where do they get their training? How rigorous is the exam they have to pass?

What professional body can I complain to if their behaviour is not appropriate?

I do not expect a GP to be immediately available when I call. But I don't expect a receptionist to do triage, either.

And there are plenty of nurses who aren't able for the physical demands of hands on work, due to either injury or age, but would be well able for phone screening.

BnB

https://www.boards.ie/discussion/comment/118463778#Comment_118463778

Ahhh get out if town with your "Triage". Having a flippin' conversation with you in order to help make the best use of both your and the doctors time is not freggin' Triage. It's just being front of house in a GP surgery and doing their job. You'd swear they were diagnosing you and filling prescriptions etc.

As for the "plenty of nurses".... where are they.... Do you not think if a qualified nurse applied for a job as a receptionist in a medical center that they'd be in with a pretty good shout of getting it. What GP wouldn't love to have someone with that kind of knowledge and experience at reception

HBC08

https://www.boards.ie/discussion/comment/118463379#Comment_118463379

Is the hypocrisy of the angriest man on boards calling somebody's post an ill informed rant lost on you? On form I'm guessing yes.

https://www.boards.ie/discussion/comment/118463778#Comment_118463778

Ok, Mrs O’B, some of your opinions are the reason why good Receptionists are essential in GP practices, they spend a lot of time listening to grievances from the clueless.

You ask who is responsible for their training, professionalism and behaviour? The GP of course. If a GP receptionist was telling all and sundry about patients confidential information, the complaint would be made against the GP.

Trained medical professionals do not always make good receptionists, it is more about personality than medical knowledge. Personally I prefer to employ either qualified medical secretaries or experienced hotel reception staff. Why? Because they are well versed in dealing with complaints from demanding people. Every staff member undergoes thorough training and is in no doubt about the absolute importance of confidentiality.

In relation to calls for appointments, of course the patient is asked for details about their issue, how else to you expect staff to know who needs an urgent appointment or whether it can be scheduled for a later date, how much time will be needed, whether it needs to be scheduled for particular days when bloods are being taken, whether it is just for a repeat script etc etc. The receptionists are trained to note the important points and to know when to bring it to the Dr’s attention.

There may be plenty to nurses who are unable for the physical demands of hands on work, that does not mean they are all able to deal with people who just complain for the sake of it.

Oh, and the professional body to complain to is the Medical Council.

AyeGer

You could say it’s something I’d rather discuss with the doctor but I think it needs attention. I don’t think they would pry any further. They are just trying to determine who really needs the doctors attention at busy times.

https://www.boards.ie/discussion/comment/118459608#Comment_118459608

Yep, I can sympathise with that.

Minier81

https://www.boards.ie/discussion/comment/118463778#Comment_118463778

And would all the GPs patients be happy to pay more per consult to cover the cost of a nurse acting as a receptionist?!

https://www.boards.ie/discussion/comment/118463608#Comment_118463608

Jaysus if I was working in a surgery listening to someone carrying on with the attitude you've displayed in this thread, I might end up with chest pains myself. If I had anything I thought was imminent or serious I'd be going nowhere near my GP practice.

Strumms

https://www.boards.ie/discussion/comment/118464352#Comment_118464352

Might as well get all GP’s to retire so… a&e or jump in the sea…

Yes I can see how you’d give yourself chest pains,

https://www.boards.ie/discussion/comment/118463608#Comment_118463608

The phones ring constantly throughout the day, do you think Drs are available to talk to every patient who phones? If you don’t want to give details, you are given the next available appointment, which could be weeks away. Not much use if you need to be seen urgently.

Receptionists are trained to assess/triage patients according to the symptoms they describe and reason for attendance. If you don’t want to give that information, you are just a name on a sheet with an unknown reason for wanting an appointment.

Has anyone actually got proof that receptionists are 'triaging' patients?

I've often heard people refer to triaging calls when what they really mean is 'acting as a first point of contact'. I don't think receptionists are attempting to triage patients, or diagnose them over the phone. They're not there with a big red marker, pushing some patients to the end of the list because they feel like it.

If I call my doctor's surgery asking for a smear test, they'll tell me I need the nurse, not the doctor, and they'll know that the nurse only works Mon-Weds, and that samples are couriered on Tuesdays and Thursdays. They'll also know it'll be a quick in-and-out (no pun intended) and they'll know what equipment they need ready. I'll get a 10 min apt. on the coming Tuesday and everyone's happy.

If I refuse to say, I might be waiting a week or more for a doctor's appointment, and when I finally see her she'll have to ask me to book a nurse's appointment for the following week. I'll need to take twice as much time off work, I'll have wasted the doctor's time in my apt with her, wasted time having them pull my file, review it, refile it, etc. They'll have had to estimate my apt at 15-20 mins when I was only there for 2 mins to be referred, because they didn't know what I wanted. It just makes so much more sense to give them whatever info you can.

https://www.boards.ie/discussion/comment/118466792#Comment_118466792

The image people have of triage is what you see in an A&E or on TV where there is a full waiting room of extremely sick/injured people and the triage nurse assess the patient and literately decides the order of admittance based on severity. But this is also applied to GP appointments, it just isn’t as dramatic. The receptionist will book appointments based on the training and instruction given by the GP. They will also know when to bring information to the GPs attention, this of course is based on the information supplied by the patient. If you don’t want to give that information, there can be no assessment of urgency nor consideration of the order in which you will be seen.

Trust me, receptionist deal with all types, they don’t care what you tell them, only how that information relates to appointments and whether it needs to be brought urgently to the GPs attention. If you want to look down your nose at a Receptionist or question their ethics or professionalism, prepare for the consequences, they are the gatekeepers to the appointment book.

https://www.boards.ie/discussion/comment/118464383#Comment_118464383

You must have very high blood pressure, you poor fella. I'd make an appointment to get that checked out if I was you.

Strumms

https://www.boards.ie/discussion/comment/118463988#Comment_118463988

Right

https://www.boards.ie/discussion/comment/118469823#Comment_118469823

BP is ok, but thanks for your concern, doctor:)

https://www.boards.ie/discussion/comment/118471232#Comment_118471232

no don’t talk about your medical details with someone who’s not a doctor!!! They’re gonna tell everyone on boards about your blood pressure now!!