Why are GP receptionists so rude yet compassion is instilled in other healthcare staf

Why are GP receptionists so rude yet compassion is instilled in other healthcare staff, we all know the current drive the NHS has going for compassion in nurses and GPs too, that patients are listened to, but although I appreciate the difficulty of having to answer phone calls etc, I don't think it's a strong enough reason to be rude and curt.

So why have GP receptionists been left out of the picture for compassion training? Arguably compassion can't be trained but at least an awareness that they should seem compassionate, at least.

My reaction is just to be graceful and even if they're curt to me I carry on being polite, which is counter-intuitive, but it always leaves a bad feeling after having made the call, perhaps I'm too sensitive.

Also, they spend time gossiping to one another when I'm actually there in the queue and the queue is getting bigger and they're still in chitter-chatter mode, it doesn't make for efficiency.

(edited 11 years ago)

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Reply 1

Steevee

Because these are not healthcare proffesionals like others in the NHS? They are admin staff, and it's an admin job.

Reply 2

flying plum

I don't think they mean to be rude...I think they just deal with a lot of crap. The receptionists at my GP's surgery have a bit of a bad rep if you look at the NHS choices thing, but they've always been lovely to me. Sometimes, i think you just catch them at a bad moment...mine seem to have to deal with a lot of drunk people, or generally irritating people, and sometimes, they just don't always have the patience...

Reply 3

Philbert

I have never experienced rude GP receptionists; the ones I have spoken to have been very helpful and polite. Maybe you should make a poll to see how many other people have had similar experiences.

Everyone has off-days and surgery staff sometimes get a lot of abuse from people when they can't get appointments and such during busy periods (my Mum used to work in a GP surgery). Granted, it doesn't excuse rudeness, but nobody really has any excuse to be rude to someone for doing their job.

Reply 4

A5ko

1. They get paid a crap wage.
2. They don't understand the impact of their attitude on members of the public.

Not all are rude, but you will occasionally get the stroppy madams that think they are the practice PA.

Don't get me started on ones that have the gall to ask you why you want to see a GP. They get it in the neck from me every time.

Reply 5

Muppet Science

I spent an afternoon on GP reception for my work experience. To be honest it is a small wonder that they are not all rude and curt all the time. There were aggressive patients who were very demanding, late patients who were complaining about not being seen (even after being two hours late for no good reason), and just the general patients.

GP receptionists take a lot of c**p, do not tend to be paid fairly well and get little job satisfaction (think about it - most people are very grateful to doctors, nurses etc. but to receptionists?...) so it is understandable that they can be a bit curt sometimes. They are human after all.

Reply 6

Michaelj

One seemed rude to me on the phone but when I saw her face to face, she seemed really nice and smiley. It's hard to tell from behind the phone but maybe you're misinterpreting because of the tone of her voice.

The rudest people I find are the council people. Because it's mandatory to pay bills, they don't have to be nice or friendly.

Reply 7

Sally <3 Howl

I think a lot of them put on a hard front because they have so many complaining, rude patients to deal with. I've had both nice and rude receptionists but I've found the rude ones relax if you're polite and smile instead of getting angry with them. This is a student health centre though so maybe it's because they have to deal with hungover students all day that makes them angry :tongue:

Reply 8

flying plum

Original post by A5ko

Don't get me started on ones that have the gall to ask you why you want to see a GP. They get it in the neck from me every time.

My old surgery used to do this. they had a lot of GPs who had different specialisms, so tried to put you with the appropriate person. also, to try and gauge what length appointment you might need. but you were under no obligation to say, and they accepted that if you were embarrassed, or simply preferred not to say.

Reply 9

Tiger Rag

Original post by A5ko

Don't get me started on ones that have the gall to ask you why you want to see a GP. They get it in the neck from me every time.

I had one do this to me yesterday. I said can I please see a GP ASAP and she asked why. I said it's to get a letter. She replied "oh, it's not an emergency". Er, she asked if it was an emergency 5 minutes before and I said no.

Since when did ASAP mean emergency?

They've done this before - I'd had a reaction to something and asked to see a GP and was asked why. Why does it matter? It's a private matter between me and the GP.

Reply 10

Anonymous #1

Reading some of the comments on this thread is making my blood boil, and I can see why some Receptionists behave in the manner that they do = you patients bring it upon yourselves! I work as a Receptionist and believe you me, we take an awful lot of crap from rude, ill-mannered patients! We're under-paid, our roles and responsibilities get bigger and bigger by the day, and there is a huge demand for services which we Receptionists are doing our darned best to point you patients in the right direction. How I see it is treat people how you wish to be treated; speak to someone like ****, expect a snarky/a person with attitude to greet you back!

Original post by OU Student

Exactly what my colleagues and I get fed up of every week; patients demanding an urgent appt.. When the patient divulges what it's for they say things like ''I need a letter/new prescription''. These things are not deemed urgent; they're not life threatening and can wait. If the patient gets their 'knickers in a twist' because s/he can't get their own way, patient needs to prioritise/get organised. Too many patients think they can just walk into their GP practice, demand and get what they want - that's not how it works. GPs are very very busy people, and after working for a GP practice for just over a year I completely under-estimated their workload but can now see how manic it really is.

As for Receptionists asking what the problem may be/why you want to see the Dr - some practices have that policy in place, it's not the receptionist being nosey. It use to be in our practice policy (the Drs asked us to do it), but after us receptionists complained about it, we stopped asking. Now and again you'll get patients telling you what the problem is (without being prompted from the receptionist), but I don't ask as it's personal and has nothing to do with me. I'm there to help guide the patient in the right direction, not to be nosey for my own benefit!

Reply 11

.JJ

Mine's one of my ex's mum, so if you think you've got it bad...

Reply 12

Tiger Rag

Original post by Anonymous

As for Receptionists asking what the problem may be/why you want to see the Dr - some practices have that policy in place, it's not the receptionist being nosey.

So why don't they say why they "need" to know? I can understand them asking why you need to see a nurse. I know the last time I'd asked to see a nurse, I was given a piece of paper by my GP to explain that in 2 weeks time, I will need to see a nurse to get my ears syringed. There happened to be a nurse at reception who checked I had drops and explained what I've got to do between now and the appointment.

Reply 13

Observatory

Theyre not healthcare staff - but are other healthcare staff really all that compassionate? The difference is that while doctors see you as beneath them and nurses usually have a job to do and don't have to talk to you much, receptionists have to spend all day taking to people who they think look down on them.

Reply 14

geetar

http://www.bbc.co.uk/news/health-17104955

^Compassion training. It sounds like a complete waste of money.

Reply 15

FubbyTucker

You know the type of person that is a security guard for a factory, but has the attitude of owning the business - being the most important person there?
This seems to be the type of person often found behind the reception desk at a GP surgery.

Reply 16

anonymouspie227

The receptionist at my surgery was kinda mean. I was asking to book an appointment with my doctor to discuss test results, and she told me the results at the desk without my permission, in front of all the other patients. (it wasn't an sexual illness test, it was just some bloods and an xray) After telling me thee results she said I don't need an appointment anymore. I felt embarrassed, all the patients queuing up behind me were listening and I just walked out.

Reply 17

FubbyTucker

Then you should have put a formal complaint in. Confidentiality and discretion are key parts of their job and if they can't grasp that then they shouldn't work there.

Reply 18

Anonymous #1

Original post by OU Student

I did not say my problem was urgent. Get organised for what? it's not my fault the surgery is shut over Easter. Just because it's not life threatening, doesn't mean it's not something that's urgent. About 6 years ago, I found a lump. Whilst the lump wasn't life threatening, it made doing everything (including walking and sitting) impossible and was something that needed to be sorted as soon as.

As for needing a new prescription nor being life threatening - tell that to people like my dad who rely on their medication in order for their life not to be put in danger and possibly kill them.

So why don't they say why they "need" to know? I can understand them asking why you need to see a nurse. I know the last time I'd asked to see a nurse, I was given a piece of paper by my GP to explain that in 2 weeks time, I will need to see a nurse to get my ears syringed. There happened to be a nurse at reception who checked I had drops and explained what I've got to do between now and the appointment.

I use to say that ''It's not me asking, the GP just want a brief description'', and I still got my head bitten off! So that's why we stopped asking as we were getting a lot of hassle.

People who have conditions which require prescriptions to keep them going - we do provide prescription renewal at short notice, that's not a problem. It's the regular offenders who do it time and time again, and the Drs know the meds aren't urgent because Joe Bloggs, for example had a repeat of XYZ 2 days ago!!

As for the letter, you didn't say before it was for that, but urgent letters patients get those promptly. Again it's people who are, for example going on holiday tomorrow, and rock up at the GP practice an hour before closing, demanding a letter from the GP of clarification of medication!

Reply 19

Tiger Rag

Original post by anonymouspie227

How rude! Whose to say that your GP didn't want to see you to decide on the next course of action?

I've never had a receptionist tell me my test results - it's always been a GP. I've had a receptionist tell me that they've had a form for something which has been filled in; but never tell me my test results.