Abusive GP Receptionists Towards Patients

[SonsaraSunrise]

I have worked in customer service and there is no excuse for bad behaviour of any kind towards patients, even if they are stressed out by their jobs, it is part of the job and with the correct training they should be able to manage their work in the appropriate manner.

It is important for GP reception staff to be polite, caring and considerate towards their patients, as patients are unwell, already suffering, already emotionally distressed and feeling fragile and some patients are also mentally ill and there are some patients that are highly sensitive.

It does not cost anything to be kind and polite to another human being. It is what is expected by society, but not what we always encounter in life.

I have come across some very rude receptionist and she is a senior receptionist and her behaviour is absolutely appalling and atrocious and she abuses her power, by denying people appointments, cancelling people's appointments without their permission, hanging up on patients she does not like or has a grudge against, it's completely distasteful.

Also, any complaints made against receptionists fall on deaf ears and are covered up by her associates and employers including the practice manager (who is also incompetent in dealing with any complaints) and also the doctor who owns the surgery (who is arrogant and has a real attitude problem and has no idea how to run a practice), his partner is also a doctor is completely incompetent and does not know how to do his job and is endangering lives.

There is definitely something fishy going on at the surgery [POST EDITED BY MNHQ to remove link to online reviews of a specific surgery] this bad behaviour has been going on since 2009 to date and has never been address, yet they say they do employee appraisals on a regular basis which clearly must be doctored in some way by colleagues which is fraudulent behaviour in my opinion and should not be done.

As you can see from the complaints, the complaints are fairly consistent and I would like to know how this has been allowed to go on for so long and why has the Practice Manager been so incompetent and not addressed any of these issues and why has the senior receptionist employers allowed her to be working there for the last 11 years?

Obviously as a former patient this behaviour has been going on for a while and the comments posted since 2009 are the earliest posts available online, that does not include all of the offline complaints in addition to this as, also not all patients use online or know how to use the online system to make a complaint.

Also, with this particular surgery, any complaints made against receptionist staff get de-registered and mistreated further as a vendetta by the same receptionist, as I have come across some stories from fellow patients.

Anyway, the bottom line is, GP surgeries have a zero tolerance policy for patients to abide by and they are de-registered if they are abusive in any way or form. However, I feel the zero-tolerance policy should work both ways and GP receptionists should also respect patients in the same manner and they are in a profession where they need to show care, concern and consideration and not doing so can aggravate and worsen some patients health and well being, especially those who have been abuse, aggressively treated and bullied in the past and go to the GP to seek assistance, not to be re-traumatised for a second time.

So what I propose is a petition or a campaign, for receptionists to be polite and after 3 strikes of complaints from patients, they should be dismissed and forbidden to work in the health care industry again if they are unable to improve after being given a chance to do so, because this shows ingrained repetitive bad behaviour and should not be tolerated or accepted by anyone and any GP's who condone this type of behaviour and accept it should also be penalized in some way for allowing such behaviour to continue as they are responsible for the employees they hire within the practice and also responsible for their staff training.

Also, bad behaviour which is culturally displayed within a practice requires serious addressing and should not be allowed to continue as this not only affects a patient, but the community as a whole.

By petitioning and/or campaigning against bad GP receptionists, we can stamp out this type of detrimental behaviour towards patients and any of those good, polite GP receptionists that do exist (as I have met them in my new GP surgery), will not be affected as they are already doing their job as they are supposed to and meeting patient expectations and needs and doing their job as it is meant to be done.

Also as patients, I think we owe it to complain and have a right to complain when we have been wronged by GP receptionists and I think it would also be good etiquette to also praise and show our appreciation by thanking and reminding those good receptionists that they are doing a tremendous job so they can continue to feel they are on the right track, so that any of those odd bad patients they do come across do not make such a bad impact.

Also, I think it is important for GP receptionists to be educated on different people's personality types, because some people who may display what is considered 'bad' or 'difficult' behaviour and labelled as such are not necessary 'bad' or 'difficult' but can be apart of their ill health and illness and a display of their emotional distress, which is why they are seeking assistance from their GP in the first place and patients should not be struck off by GP receptionists or GP's themselves because of their incompetence and lack of understanding, care or consideration.

It would be interesting to hear your thoughts and opinions on this matter...

[TheAmazingZebraOnWheels]

I think there are definite issues with some GP surgeries with receptionists (no idea what you went to, didn't read your link) but I think your three strikes your out rule wouldn't work and of course a big part of the issue is the way the receptionists can be treated by patients. Respect, polite treatment etc works both ways.

[CoffeeTea103]

It seems as though you have a personal grudge against this surgery.
I think what you're proposing would definitely not work, besides there's two sides two every complaint.

[Lagertha]

I don't agree. Many people get angry when they can't get an appointment and will make complaints regardless of how polite they are. It's not the receptionists fault. Surely there is already procedure for dealing with misconduct/rudeness in place as there is in most customer service jobs.

[Idontseeanyicegiants]

I worked as a GP receptionist for a while and although the majority of us went out of our way (sometimes actually physically out of our way) to help patients I did work with one who was an utter cow so I understand in a way.
However, having been followed home, had threats made against my family and almost dragged across the desk purely for following practice rules as set down by the manager and partners I get a little defensive on behalf of them.
A code of conduct contract on behalf of both the patient and staff would he fairer I think along the lines of the student contract in most schools.

[MorphineDreams]

I wouldn't support that campaign at all. It's up to the discretion of the managers and so it should be.

[Idontseeanyicegiants]

BTW, If it's that bad then PALS and the GMC should be involved, along with taking it to your local MP.

[JakeBullet]

Generally speaking I suspect that most GP receptionists cope more with abuse from patients rather than dish it out.

I suspect this might be a one off problem and not a general one.

[DogCalledRudis]

I think its due to the targets set how many patients and when can be served. Like, if you're not dying, you can wait for 2 or more weeks.
Immediate appointments are usually available, but you need to "prove" your emergency to the receptionist so you're allowed to see a doctor.
That's why so many end up in A&E

[MyFairyKing]

"So what I propose is a petition or a campaign, for receptionists to be polite and after 3 strikes of complaints from patients, they should be dismissed and forbidden to work in the health care industry again."

You cannot be serious. This would be hugely abused. As a life long patient and employee in the NHS, I've seen far more patients being abusive towards receptionists than I've ever seen the other way around and what's more in many clinics, it is expected that the receptionists put up with it.

[macdoodle]

Are you serious, you sound like journalist with a vendetta
You should here the absolute Shit they put up with. Go dotheir job for one day I dare you

[larrygrylls]

I think GP receptionists frequently overstep the mark by asking overly personal questions of patients and trying to triage patients themselves.
At the end of the day they are secretaries/administrators and have no medical knowledge or qualifications (in general). I would be curious to know what their job descriptions actually are.

Having said that, they work for a practice and ought to follow practice rules so if a receptionist is rude, one should complain to the manager and, failing a change of manner, I would judge the practice rather than the individual concerned and change practice. Often getting annoyed with receptionists is 'shooting the messenger'.

[duchesse]

Not read the enormous OP but GPs receptionists generally reflect the practice's ethos. If anybody feels they are being badly treated by a receptionist they should take it up with their practice manager and attempt to obtain a systemic change in the practice.

[Idontseeanyicegiants]

Larry if a patient is asked personal questions by the staff it's usually because they're told to by the practice manager or Doctors. This came in when I was working there and it was a) embarrassing for everybody and b) completely useless because as you point out we weren't medically trained.
It wasn't because we were nosy bastards in a power trip, just trying not to get sacked.

[DogCalledRudis]

I wonder if receptionists are properly trained to handle delicate situations?
This is not retail where you encounter a rude or grumpy client. This is where people come when they are ill, in pain and distress, not just grumpy for no reason.

[duchesse]

It's perfectly possible for the patient to smile sweetly and say "I'd rather talk to someone medically qualified about it if you don't mind".

[Idontseeanyicegiants]

Dog, no training. It was all on the job and we learnt about certain patients from other staff members. Out senior receptionist when I started was a gem and seemed to know all of the personalities of every patient.

[Kundry]

Are you really serious?

Being a GP receptionist basically consists of being abused by patients and relatives all day long. And then coming home, going on mumsnet and reading about how you are all crap at your jobs, together with the GPs.

Frankly we should be awarding them medals.

Oh and the zero tolerance policy is bullshit - when you want management to back you up with an abusive patient, you can't see them for dust.

[MyFairyKing]

It doesn't matter how ill and grumpy you feel, there is no need to abuse receptionists. I have been tearful and scared in front of receptionists before, I have never sworn or threatened them.

[Vintagebeads]

GP receptionists -with the exception of the crap few as with every job- deserve a bloody medal.
I was visiting my mum and waiting in the waiting room for half an hour was an eye opener.
People demanding to be seen with no appointment and no understanding of it being full,swearing,slamming their hands on the counter,talking over the reception desk.
One wanted to make sure she didn't see the "foreign" one.Imagine listening to that shit about someone you work with and having to be polite because they may be ill.Then switching it off to speak to the next person who may or may not give you more of the same.
Of course there are shit ones, but most really have it hard imo.

[Idontseeanyicegiants]

I have to say that although I moaned about patients further down nearly all of them were lovely
I hugged more random people, held more babies and chatted with more people in my time at the surgery than I had before or since. It was a bit of a lesson in human nature and an utter bitch of a job at times but mostly good.
It was the abuse that I couldn't handle.

[DogCalledRudis]

It is not grumpiness, it is pain and distress. And it is the receptionist who decides whether you can see a doctor or not. I had a situation where a receptionist told me well, if its so bad, go to A&E, no slots available for 2 weeks. It was the pharmacist (!) who 'rescued' me and told the receptionist to book me an immediate appointment it appears, there were slots available.
No wonder people just snap sometimes.

[Dittomark]

I've worked in many GP practices (not as a receptionist) and 95% of receptionists were nice, polite and good and their jobs. However I did meet 2 nasty, rude, power crazy receptionists who IMO shouldn't be working with the public at all. I was mystified how they kept their jobs TBH.

The only way to deal with it as a patient is to vote with your feet. At the end of the day most GP surguries are private businesses and need your 'custom' to survive.

I guess this only works in areas with a number of surgeries to choose from. If you live in a village with one practice you're pretty stuck.

[Picklepest]

I don't like the way you have posted op. This is an awful op. Very distasteful regarding the surgery. I'm reporting. I'm not sure it's within guidelines.

[Idontseeanyicegiants]

I've said this in many GP threads and it gets ignored:
The staff have to abide by the rules set down by the practice manager and senior partners, no matter how ridiculous they seem to be, including that stupid 2 week rule. They are, as always gets pointed out 'just receptionists or secretaries' they do not make the rules.
When they do break or bend these rules they get disciplined or sacked, therefore the practice loses a good receptionist and gains an inexperienced or unbending one.
Everybody loses.