GP Appointments

[slainte caragh]

Ok I am sure I am right here but just to be doubly sure.

Does a GP's receptionist have a right to demand to know what is wrong with you before they make you an appointment?

BACKGROUND:
Elder sister and I use the same medical centre, me for muscular/skeletal problems and her for other issues. One of hers is a form of mental health. In this centre there are 3 GPs practices and we are in 2 different ones. There are never any appointments to see a GP.

PROBLEM:
Today I called up to find out when the next appointment was and was asked "Well what's wrong?" by the receptionist. I replied "I would rather tell the GP that, it's a medical issue!"

I was told in no uncertain terms that unless I told her what my medical problem was, she wouldn't check appointments cos she needed to check if it was an emergency. I refused and she put the phone down.
Called back and got someone else who again asked what my symptoms were, I said I would rather discuss that with the GP and she told me 14th September to to call again at 8am to check for cancellations.

Called my sister to exchange gossip and scandal (as us girls do) to be met with a hysterical sister saying that she was running out of medication and the receptionist had refused to make her an appointment due to it being a "non emergency".

When I asked how the receptionist knew, she told me the woman had demanded to know exactly (in detail) what was wrong with her, told her it was all in her head and she would be ok and that there were others worse off. She then demanded to know what medications my sister was taking and why. This is when my sister got annoyed and demanded to speak to the Practice Manager to be told it was a "health centre policy" for the receptionists to vet the GP's calls. Helps keep the queues down apparently.

QUESTION:
Am I right in thinking it is utter balls that a receptionist has the right to do this? Surely you have the right to your own privacy and can keep your medical needs confidential to the GP only?

thanks

Callie <3

EDIT:
Just got a letter saying the results of an MRI I have had are in.
Called the surgery and the receptionist .... Get ready for it....


READ THE RESULTS OVER THE PHONE!!!!!

I kid you not, she went Oh, Yeh Callie.. your MRI results.. Right arm wasnt it ..it says your fibia is attached to your 4th vertebrae and your kneecap in in your ear'ole... maybe it's best for me to try and get you an appointment!"

please note this is not done in a nice private office, it's in the main waiting area in the GP's surgery!!! I could hear people saying OMG she's reading an MRI result out loud!!

[Kati]

Re: GP Appointments

that's utterly disgusting [MENTION=99495]slainte caragh[/MENTION]!! I'd be up in arms about that!!

Whatever happened to 'patient confidentiality'??

this might be worth reading (although it doesn't go into legalities) ~ http://right-here-brightonandhove.or...g-your-rights/

For many people a visit to the doctor (also known as a GP or general practitioner) can make them feel anxious or frustrated, especially with increasingly limited time for appointments and just 10 minutes to discuss what is worrying you, ask questions and discuss your treatment options. But what about your rights? Do you know exactly what you are entitled to when it comes to seeing your GP?You can…

• Be sure that everything said during your appointment is kept private between you and your doctor:you have a right to complete confidentiality unless you or another person is seen to be at risk of abuse, no matter how old you are.
• Ask to see a new doctor – and one that is specifically male or female, if this is important for you. If you are unhappy with the response you get from a doctor you see, you can ask to see a different person next time. It is important that you find one that you feel comfortable talking to, as you might want to discuss personal feelings which can be confusing and distressing. (In a few GP surgeries there may only be one GP; if you are really unhappy, you can change GP surgery to another within that area).
• Ask to see your preferred doctor. Once you find a doctor you like, it is best to stick with them (and always request to see them when you book an appointment) because they will gradually begin to know you and your case. This might help as they could, over time, recognise your personal signs of potential further illness, and you will not have to keep repeating your story and symptoms each time you visit.
• Ask to book appointments in advance. Most GP surgeries will do this, and it will help if you want to see a particular doctor.
• Be involved in discussions and decisions about your health. Decisions about your healthcare and treatment should be a joint discussion which is agreed by both you and your doctor.
• Access your medical records (under Data Protection Act 1988). These can be free but there may be a fee of up to £50. This information should be provided within 40 days. Exceptions to this are if there is something in your notes that is felt may cause mental or physical harm to you or others.
• Take a ‘chaperone’ with you into your appointment. This might make you feel more comfortable. You can bring a friend or family member, or if you ask at reception, some surgeries have chaperones available.
• Ask for a double appointment (20 minutes) if you feel 10 minutes is not going to be long enough, or you have more than one medical condition to discuss. You may need to be firm about your need for this additional time, or wait until the end of surgery time as most appointment slots are just for the 10 minutes.
• Consent to your own treatment (if you are over 16) and this cannot be overruled by your parents. If you’re under 16 you can consent to your own treatment if you show that you have the competence and understanding to be fully aware of your options and what would be involved in your chosen treatment.
• Ask to speak to the receptionist in private. The receptionist shouldn’t ask you any difficult or personal questions when you arrive, as other people may be in the waiting room. If they do ask you something difficult, you can either say you’d rather not answer, or ask to speak to them in a private room.

You don’t have to…

• You don’t have to accept any treatment offered to you. If it doesn’t sound like something you’re comfortable with, don’t be afraid to say this to your GP, and ask him/her what your other options are.
• You don’t have to have a physical examination without giving consent.
• You don’t have to tell the receptionist why you want to see a GP when you call to make your appointment… but it might help if you do – they are probably asking you to make sure you see the right person. Sometimes that will be a GP, but other times it may be better for you to see a nurse or go to A&E.

and this ~ http://www.express.co.uk/news/uk/706...ptionist-wrong from last year

[slainte caragh]

Re: GP Appointments

thank you I shall quote this on round 2!!

I am shocked if Im honest.. and if anyone needs a call centre agent lemme know im actively looking for a new job.... like.. NOW

[des8]

Re: GP Appointments

Ahh Telephone or receptionist triage.

All it needs is a little Hitler to ruin a patient/doctor relationship.
Good luck Callie

[slainte caragh]

Re: GP Appointments

Thanks Des!

They are total little Hitlers! I have seen them answer the Doctor no 1 telephone and say "sorry this is the blue practice you need to ring the number ending 02 for the yellow practice" put the phone down, let the phone next to it ring and say "Hi this is the yellow practice!"

to the same person!!!

[warwick65]

Re: GP Appointments

I know it doesn't help with the present situation but for your sister does she have a system of automatic medication renewals. The pharmacy where I live not only order every month but will deliver as well. My ex used to have her prescriptions delivered once a month. I order my own as it happens because I don't need the same ones every month.

It might be worth remembering that very often receptionists are just doing what they have been told, they get paid low wages and are instructed by the Drs. Remember as well, some of them can access your medical files but have strict ethical and confidentiality agreements in their contracts.

If you want to make a complaint it would be to the practice manager.

BTW a routine appointment at my GPs in about 6 weeks although they have a sit and wait every morning

[nemesis45]

Re: GP Appointments

I know it doesn't help with the present situation but for your sister does she have a system of automatic medication renewals. The pharmacy where I live not only order every month but will deliver as well. My ex used to have her prescriptions delivered once a month. I order my own as it happens because I don't need the same ones every month.

It might be worth remembering that very often receptionists are just doing what they have been told, they get paid low wages and are instructed by the Drs. Remember as well, some of them can access your medical files but have strict ethical and confidentiality agreements in their contracts.

If you want to make a complaint it would be to the practice manager.

BTW a routine appointment at my GPs in about 6 weeks although they have a sit and wait every morning

I was made aware a few weeks ago that pharmacies will no longer be able to order repeat meds for patients who must order from the GP themselves.
This applies to 3 CCT's that I know of at present.

The " rule " in these areas is that the patient is asked is your need urgent and if the answer is yes an appointment is made.


nem

[PAWS]

Re: GP Appointments

Oh, how I fecking hate these GP receptionists!
I agree with comments above and would make a formal complaint in writing to the practice manager -call and ask who this is as this puts the wind up the receptionists! If they ask what it is about tell them you want to complain about them but would rather not go into details! Or /and contact the NHS direct and if neither/either give you an adequate grovelling apology then go to the Ombudsman -in England that’s Parliamentary and Health Service Ombudsman (PHSO), Scotland Scottish Public Services Ombudsman (SPSO), Wales Public Services Ombudsman for Wales (PSOW) and Northern Ireland Northern Ireland Ombudsman (NIO)
Now I know that sounds a bit over the top but here is what winds me up -These receptionists forget that they work for you. There is no such thing a totally free service as somewhere down the line money is being scraped off the public to pay for it so they can either lose the attitude or get a job they like.
Another person you can badger is your local MP. Again, you employ him to stamp out this sort of behaviour. I always encourage people to make their MP work. No point in complaining about them if you don’t tell them what you want, constantly and with great vigour.
Hope your sister feels better soon BTW.
Pxx

[slainte caragh]

Re: GP Appointments

Thank you all for your kind words and encouragement to my sister. It does help her a lot.
She is so much better than she was 3 months ago when she wouldn't even go out the door without me cajoling her along! I have actually walked in to the surgery and handed a letter to the lady in charge saying "When your receptionists are medically trained then they can tell me what's wrong with me" and asked to be refered to the next village (joint practice) as when you ring them they just say "Oh, alright love, week next monday is that ok?"

The Sister is being moved there too (Callie can drive!!)

[slainte caragh]

Re: GP Appointments

I know it doesn't help with the present situation but for your sister does she have a system of automatic medication renewals. The pharmacy where I live not only order every month but will deliver as well. My ex used to have her prescriptions delivered once a month. I order my own as it happens because I don't need the same ones every month.

It might be worth remembering that very often receptionists are just doing what they have been told, they get paid low wages and are instructed by the Drs. Remember as well, some of them can access your medical files but have strict ethical and confidentiality agreements in their contracts.

If you want to make a complaint it would be to the practice manager.

BTW a routine appointment at my GPs in about 6 weeks although they have a sit and wait every morning

She did look in to the ask the chemist bit, but cos she's on a controlled substance, no can do
HOWEVER!!!!!!!!!

After a nice little chat with Head Lady, where I explained that you cannot tell a person with mental health issues it is in their heads and to give themselves a shake, the Sister got an immediate emergency appointment.

Mr Doctor Dude said that he is impressed with Sister's improvement and to start to wean herself off (the silly moo has been taking half her dosage to make it last) her words my friends made me cry with happiness.

"Callie, I have been in a dark tunnel with no light. Everything was closing in on me. Now I am standing at the entrance and the sun is visable, soon I will be in the sunshine!"

[warwick65]

Re: GP Appointments

Good for you. I too am on a CD but order them online and they are delivered to my pharmacy which is downstairs. If I wanted I could drill a hole in the floor and pop in.

[Onestepatatime]

Re: GP Appointments

The best way to deal with this is to embarrass the receptionist next time you go in. Ask her quite loudly how she's getting on with her sexual disease as you'd heard from another receptionist.
If she complains then tell her you agree it's not very nice to have broadcast so you'd appreciate if she kept her nose out of your private matters too.

[warwick65]

Re: GP Appointments

Maybe I am taking this too seriously but that would be one way to find yourself looking for a new GP.

Most receptionists have a tough job dealing with many challenging patients, lets face it we can all get a bit tetchy when ill. To ridicule them is not going to do anyone any good. A complaint to the practice manager is the best way. Don't make it a personal attack just an attack on their policies as you have seen them

[charitynjw]

Re: GP Appointments

"Callie, I have been in a dark tunnel with no light. Everything was closing in on me. Now I am standing at the entrance and the sun is visable, soon I will be in the sunshine!"

I too thought I saw the light at the end of the tunnel.

But it was just some b****** with a torch bringing me more work!

[Onestepatatime]

Re: GP Appointments

Maybe I am taking this too seriously but that would be one way to find yourself looking for a new GP.

Most receptionists have a tough job dealing with many challenging patients, lets face it we can all get a bit tetchy when ill. To ridicule them is not going to do anyone any good. A complaint to the practice manager is the best way. Don't make it a personal attack just an attack on their policies as you have seen them

Yes you are quite right [MENTION=98117]warwick65[/MENTION] the correct way to deal with such is via the practice manager and policy.

Just sometimes people don't see the plain wrong of something until pointed out to them directly because that's the way they've always done it.