[Cherie]

Originally Posted by Vicky.

This is not surprising to me. I actually had a receptionist tell me I didn't need an appointment because I wouldn't give her specifics of a personal problem..I gave her a vague view but tbh I am not going into gynecological stuff with an untrained snooper. Another time one of the recptionists refused to put me on the 'urgent' appointments list and said I would have to make do with the next day when I knew I needed to go, and I ended up in A+E that night.

Receptionists are not ****ing trained for triaging and stuff. Most do not understand medical problems and should be there solely to take appointments and such, they should have NO say in if you can see a doctor or not.

They are told to do thus though in an effort to screen out time wasters, it's not fair on them or the patient if it is practice policy and they are made to do this as part of their minimum wage job

[Niamh.]

Originally Posted by Cherie

I'd diagnose man flu in this instance I have a lump on my penis should be enough to see you sail through to the next round

sexist

[armand.kay]

Yeah the receptionist at the uni clinic is so ****ing loud... one time I was in the waiting room and this boy came in and asked to see his doctor about his prescriptions and the lady very loudly goes "and what prescription is that?" the boy says something along the lines of "I've called in advance about it" and she just kept getting at him until he finally revealed that it was something to do with mental health, depression I think.. and just incase the entire waiting room didn't hear him she loudly goes "oh mental health then!.." Honestly I felt mad for him lol.

[Ammi]

..I thought this was quite an interesting article that gives some balance from the perspective of a GP receptionist and the job they do...I do think it's about proper training and care for them as well in their jobs, which will obviously also impact on the patients...

There is a stereotype of GP receptionists as dragons behind a desk — unsmiling individuals with a curt manner and an apparent determination to be anything but helpful.

But, in fact, their detached manner is not intended to intimidate or belittle patients; it’s actually a form of protection, to help them avoid emotional burn-out.

I discovered this after my colleague* Dr Robert McMurray from Durham University and I were embedded with surgery receptionists over a three-year period. We observed 30 receptionists at work in* three surgeries

As specialists in analysing people’s emotional responses to different situations, we were intrigued to observe the receptionists’ unique way of handling themselves.

We came to realise this was an emotionally demanding job — receptionists can see up to 70 patients a day and their apparent lack of feeling provides a shield against emotional exhaustion.

The following was a common scenario: a queue of six people wait to speak to the receptionist on the other side of the glass window.

The first, an elderly woman tearfully registering the death of her husband.
Next, a smiling mum, here for her bouncing baby son’s check-up.
Meanwhile, the phone is constantly ringing, and the receptionist knows that she needs to answer the phone to a patient, who is likely to be unwell and quite probably annoyed about having to wait so long.
In the space of just seconds, the receptionist is presented with sorrow, happiness and anger.


It is impossible and, indeed, would be unhelpful for the receptionist to empathise or mirror all of these emotions — he or she must remain in control of their own feelings and those of their patients.


A technique they use to do this is to remain neutral in the face of sometimes extreme emotions. Another challenge they face is being caught in between patients and doctors.

When a patient called asking for an emergency appointment that day for a child’s ear infection, I watched as the receptionist relayed this to the doctor.
However, the doctor told her it could wait until the next day — the receptionist then had the difficult task of telling this to the patient. The result was an angry altercation.



A more frightening incident involved a patient shouting at the receptionist for their methodone prescription. Once the prescription had been given, the patient went into the car park, took all the pills at once, washed down with a bottle of vodka, and then hurled stones at the surgery windows.
On another occasion, a disturbed patient rang the surgery saying he was covered in germs and was trying to scald them off his skin with boiling water.
While one receptionist tried to calm him down, another traced his notes and a third was contacting a doctor.



Despite all this, there is little appreciation of the emotional strain placed on GPs’ receptionists — they receive little training in handling people or in diffusing high-pressure situations.
Yet they are the stitching that holds a surgery together, emotionally and administratively (for instance, they are responsible for writing hospital referrals and updating patient records).
Any mistake could result in serious health implications for the patient.
Meanwhile, a good receptionist will go the extra mile for their patient — we witnessed those who, whenever they were unable to arrange an appointment as soon as the patient wished, would phone them back the instant a slot became available.
There is a misconception that receptionists do nothing more than answer the phone and type names into a computer.
In fact, as our research shows, the job requires a high degree of emotional awareness and maturity.

And so the next time you* are presented with a sour face at your surgery reception desk, just remember that they do really care.


Dr Ward is a senior lecturer in organisational studies at York University.
Interview by* Kate Wighton

[the truth]

You need to recruit some male receptionists to break up the dynamic, just as you have female bouncers on doors, they bring different skills and qualities.

[Vicky.]

Our doctors used to have a male receptionist (looked young enough to be right out of school, so not sure if it was an apprenticeship or whatever though) and he was just as nosy and useless :S

There are currently 4 receptionists, all are indeed women. And only one is nice

I have started hanging up when one of the dragons answer and as such,. I now tend to get appointments pretty easily and no invasive questions asked.

[the truth]

Originally Posted by Vicky.

Our doctors used to have a male receptionist (looked young enough to be right out of school, so not sure if it was an apprenticeship or whatever though) and he was just as nosy and useless :S

There are currently 4 receptionists, all are indeed women. And only one is nice

I have started hanging up when one of the dragons answer and as such,. I now tend to get appointments pretty easily and no invasive questions asked.

also needs a stronger complaints procedure and people need to start complaining officially

[Vicky.]

Originally Posted by Cherie

They are told to do thus though in an effort to screen out time wasters, it's not fair on them or the patient if it is practice policy and they are made to do this as part of their minimum wage job

They don't know who is a timewaster though..this is the problem. A timewaster is just going to exaggerate their illness and waste an appointment anyways, so asking all of these questions makes no difference. I understand if they have to put a note on to give an idea of the problem, but they do not need to know the ins and outs of your illness. Also I brought this up to one of the doctors at our surgery who said that they are not required to do this, they are just required to take a name and number for triage and the oncall doctor will call the patient? this was after I was told I did not require an urgent appointment (by the receptionist) then was in A+E hours later...

[Cherie]

Originally Posted by Vicky.

They don't know who is a timewaster though..this is the problem. A timewaster is just going to exaggerate their illness and waste an appointment anyways, so asking all of these questions makes no difference. I understand if they have to put a note on to give an idea of the problem, but they do not need to know the ins and outs of your illness. Also I brought this up to one of the doctors at our surgery who said that they are not required to do this, they are just required to take a name and number for triage and the oncall doctor will call the patient? this was after I was told I did not require an urgent appointment (by the receptionist) then was in A+E hours later...

I find it hard time believe any receptionist would take it upon themselves to ask invasive questions, apart from adding to their workload, they put themselves in the firing line for a lot of unnecessary flak, you only need read through this thread to see people don't exactly react in a good way, this is initiated by the practice in most cases.

[Vicky.]

Originally Posted by Cherie

I find it hard time believe any receptionist would take it upon themselves to ask invasive questions, apart from adding to their workload, they put themselves in the firing line for a lot of unnecessary flak, you only need read through this thread to see people don't exactly react in a good way, this is initiated by the practice in most cases.

Its possible that the doctor doesnt know the receptionist is asked to do this (he is not a partner, just an employee...3 of the other doctors own the surgery) however, what is the need in even asking IF there is nothing put on the system about it?

[Northern Monkey]

Imo it's not a receptionists job or business to diagnose patients.They have'nt studied in uni for years and are unqualified.Lives could actually be in danger if she misses something.On top of the fact that people might have something embarrassing and don't want to tell some mardy dragon about it.That's what patient doctor confidentiality is for.

[kirklancaster]

I do not understand why the reception desk in all the doctor's surgeries I have ever been in, have to open directly onto the patient's waiting room.

It is relatively inexpensive to incorporate a separate reception room - a stud wall and door - with each patient collecting a paper 'number' from the dispenser as they enter the waiting room, then being buzzed in as the number is electronically displayed above the door.

The most intimate of details can then be given in the strictest privacy.

Along with over a dozen other seated patients in the waiting room, I have unwillingly overheard the most personal details being given to the receptionists in my doctors, including the names and addresses of really elderly infirm patients - hardly a safe or wise situation considering that drug addicts and burglars could have been among those waiting patients.

In addition to the above, of course, is the potentially highly embarrassing - and apparently mandatory - divulging of the nature of one's illness in such a public area.

On the subject of the disposition of receptionists, I am an eternal extrovert and joker and have never shirked from joking with the receptionists at my doctors, but I have only encountered a few 'sour faced unfriendly' ones in all the years that I have been registered at my surgery, and the rest have been very personable and ultra friendly, civil, polite, and helpful.

I cannot complain, because I have never been asked the nature of my illness by any of my doctor's receptionists, but I sympathise with anyone who has.

[Maru]

Originally Posted by kirklancaster

I do not understand why the reception desk in all the doctor's surgeries I have ever been in, have to open directly onto the patient's waiting room.

It is relatively inexpensive to incorporate a separate reception room - a stud wall and door - with each patient collecting a paper 'number' from the dispenser as they enter the waiting room, then being buzzed in as the number is electronically displayed above the door.

The most intimate of details can then be given in the strictest privacy.

Along with over a dozen other seated patients in the waiting room, I have unwillingly overheard the most personal details being given to the receptionists in my doctors, including the names and addresses of really elderly infirm patients - hardly a safe or wise situation considering that drug addicts and burglars could have been among those waiting patients.

In addition to the above, of course, is the potentially highly embarrassing - and apparently mandatory - divulging of the nature of one's illness in such a public area.

On the subject of the disposition of receptionists, I am an eternal extrovert and joker and have never shirked from joking with the receptionists at my doctors, but I have only encountered a few 'sour faced unfriendly' ones in all the years that I have been registered at my surgery, and the rest have been very personable and ultra friendly, civil, polite, and helpful.

I cannot complain, because I have never been asked the nature of my illness by any of my doctor's receptionists, but I sympathise with anyone who has.

That is odd. I'm sure it happens occasionally in the US too but when we took my grandmother in for her pre-surgery consult, they put us in a small closet (literally) with a computer, some cabinets and enough room for two chairs.... It was difficult, but we managed to fit 3-4 people in there

We had to do all the paperwork then, they took our information and did the exchange of information then, including what # and id we would use to give family members to call the hospital. This was in addition to the pre-surgery meeting we had with one of the doctor's at the surgeon's practice who went over the details of the actual surgery itself.

The day of the surgery was a simple check in, asked questions like which doctor and then they checked her into a room. That's where they asked her which leg so they could mark it so as to prevent any mix-ups... and other pertinent information.

I'm going to assume that the US is stricter about handling patient information because of HIPAA. My friends in medical have to be very careful that they aren't aren't sharing too much identifiable information when relating stories because of the same law. We also have to sign a lot of paperwork relating to it so I'd say it's pretty well enforced.

HIPAA is the federal Health Insurance Portability and Accountability Act of 1996. The primary goal of the law is to make it easier for people to keep health insurance, protect the confidentiality and security of healthcare information and help the healthcare industry control administrative costs.

[Josy]

Since our doctors is now in along with a lot of other practices in the health centre the receptionist is a nippy, cheeky bitch, so rude and abrupt too :/ we used to have 2 little ol nice sweet ladies

[Josy]

Originally Posted by the truth

You need to recruit some male receptionists to break up the dynamic, just as you have female bouncers on doors, they bring different skills and qualities.

The male receptionist in our health centre is a straight out dick, even worse than the female one.

[Cherie]

Originally Posted by Josy

The male receptionist in our health centre is a straight out dick, even worse than the female one.

a horrible male...it can't be true

[Niamh.]

Originally Posted by Cherie

a horrible male...it can't be true