That's a hard one. People need to realise that the only reason the receptionists ask what's wrong is to enable them to prioritise certain groups of patients. They are also trained to accept that some people might not want to give out personal information over the phone. 

I have no hesitation about saying that this is private but I urgently need to see my GP today. 

That said - I stumbled across the link below a few days ago, which has made a few friends laugh.

Best wishes

Dave

newsthump.com/.../

Hi Dave

Loved the link it made me laugh.

Receptionists as first point of contact at the surgery perform an important function. Sometimes it involves filtering out uneccessary visits, for example "I've got a cold"  Whilst patients do not need to give any information about their reason for requesting an appointment, if they are comfortable to give some basic info it can help the surgery run more efficiently. Recently I needed some missed stitches removing, I told the receptionist this and she gave me a 7 rather than 15 minute appointment, this enabled another patient to be seen for something minor using the same time slot.. I did notice whilst working at one surgery, a list of names taped under the desk, of patients who frequently missed appointments. The instruction was to give them the last appointment of the day, presumably if they failed to show up they could just shut the surgery and go home. Our small surgery reports 50 - 70 missed GPs appointments per month and a similar number of missed nurse appointments. Then patients blame the receptionist because it takes 2 days to see GP.  So patients should give their GPs receptionist a bit of support as they try to do their best performing an often thankless task whilst taking a lot of uneccessary flac from patients. Our surgery offer a number of appointments available to book online, I was looking through the list the other day when a cancelled appointment showed up as I was browsing, available in one hours time. I booked it immediately, the fastest I've ever got to see a GP.  Kim

I don't think you should have to give any information to a receptionist , It takes years for a doctor to qualify and to be able to diagnose.  A receptionist is not qualified to diagnose . You say about filtering out patients and you say just a cold.  But I have myeloma and I am on chemo 3 weeks out of 4 and there fore having a cold for me could be life threatening .  I have often had trouble with getting appointments because of receptionist and it had taken my hospital that I am being treated to ring the GP surgery and have a word that it is inportant fir me to see someone if I feel unwell. It should not be left to receptionists to decide .

Hi Ronnie

Of course you dont have to give any info whatsoever to the receptionist, you can just ask for an appointment. Receptionists dont take any medical decisions about your appointment but may prioritise it. For example a patient may want to discuss family planning, an appointment next week or the one after would be fine. Patient had a bad reaction to their medication they need to be seen today. If you can volunteer some info it helps them to help you. My illustration about a cold was for a normally healthy person, a broken finger nail for example is not a reason to see the GP. When I was having treatment my worst fear was catching a cold or cough, so I can sympathise with you there. Anyhow good luck with your current bout of chemo. Kim

Hi thank you for your reply and your well wishes.  I can only speak from experience with my doctors receptionists and it has been bad.  

I am on chemo all time by tablet form and will be on this all time as my cancer is not curable but can be held at bay with my chemo treatment treatment until it stops working that is why it is important for me to get an appointment straight away if I pick up infection as my immune system will be always low .   I know that receptionists. Have to ask but if they are not medically trained I do not think that they should be making decisions on who is seen first etc.  Trying to get an appointment at my doctors is really hard and that is why the hospital I am under for my cancer rang my GP surgery to advise them that when I phone to say I am unwell and need to see doctor asap they should sort an appointment out straight away as delaying could mean me becoming neutropenic which has happened quite a few times.  

Thank you again for your well wishes

I agree.  I have terminal cancer and don't see why I should have to tell the receptionist this every time I need an appointment.  I live in a small town where everyone knows someone who knows someone and as far as I am aware the receptionists don't have to sign a secrecy act similar to the doctors so are free to discuss your condition with anyone. I really do think that if you are terminally ill you should be able to phone your doctor direct during certain times of the day. 

Anyone working in the Health Sector in the UK has a legal obligation to protect Patient Confidentiality - regardless of their role.

NHS Record Management rules are even stricter than the legal requirements and as a former NHS Manager who chaired disciplinary meetings, I can assure you that on the rare occasions where breaches occurred staff were sacked and in the even rarer serious cases their employers faced huge fines by the Information Commissioner's Office.

Dave

Hi Ronnie,

My own experience was different. Both my own GP and my Mum's prioritised patients on chemo - another reason the Receptionists are TOLD  ask these questions. 

GPs simply don't have the time to prioritise calls for appointments themselves - that would be a dire waste of time reducing the time they could spend with patients. 

Cheers

Dave

I blame the GPs myself. I spent 2 years going back and forth to them and they ignored me. Refused to send me for tests.

im still deciding whether to make a complaint.

Hi Debbie,

My GP was quite upset when I was diagnosed as she had followed NICE guidelines on who to send for tests and when. Apparently according to NICE  I was ten years too young, too slim, never smoked and was too fit to have a significant risk of having Stage 4 Oesophageal Cancer. Thankfully, NICE guidelines to GPs have since been changed. Too late for me though :-(

Best wishes

Dave