7 Things GP Receptionists Want You to Know

Posted on 27th February, 2017

Firstly, one of the most common misconceptions about staff in GP surgeries is the attitudes of the receptionists. Since becoming one of these frequently named “Rottweilers” last summer, I have learned the truth behind these tales. Whilst it may be true that there are some in the profession who are more abrupt and sometimes even rude (although no one that I work with!), the majority of us do actually want to give you an appointment with a doctor, despite the scarcity of them.
We don’t always necessarily want to know the reason that you’re booking an appointment. I understand that this is not the case in all surgeries, but where I am currently working, it is down to you to decide whether you need an emergency appointment or whether it can be arranged for a later date. As you are well aware, we are not the ones who are medically trained, so we cannot be responsible for determining when you see the doctor. I completely agree that this kind of information need not be discussed with us. Therefore, to those of you who stereotype all of us as “nosy” and “interfering”, please remember that we are human beings too. Thank you.
Need I say any more? Whilst the sight of various types of samples no longer turns my stomach, there are certain things that just aren’t ok. If I literally see you walk out of the toilet, please please please do not try and give me your sample bottle directly. Yes, you may have washed it but I don’t know that. There is a box with a red label on it saying “Samples Here Please”. If you can’t see it, I will happily direct you to it. Seriously, just ask.
As mentioned previously, a doctor’s appointment for the same day can sometimes be hard to get. It can be very frustrating if you feel that you need to be seen and can’t get an appointment. However, please don’t take it out on us. We do care that you are concerned and we would love to be able to hand you exactly what you need. This is something that bugs me to no end, and actually brings me to my next point…
If you can’t make your appointment, please cancel it! I have booked someone an appointment twenty minutes from the time of the phone call, because someone called to cancel it ten minutes before that. No matter how late, just give us a call. You have no idea how many appointments are wasted by people who just decide not to turn up. It is ten minutes that could be given to someone who really needs it.
I have been shouted at and even hung up on just for trying to do my job. I like to think that I am a friendly voice on the end of a phone and in person, so it can get quite upsetting and embarrassing when someone raises their voice with comments such as, “What the hell do I pay my taxes for?” and “This is completely unacceptable” when I am unable to give them what they ask for. I will always endeavour to help you, no matter your sex, religion or relationship status on Facebook. It doesn’t matter who you are, because the NHS is for everyone.
Lastly, having realised that this is becoming a bit of a rant, I would like to end on a positive note. I love my job, and the majority of patients are absolutely lovely. It’s amazing knowing that in a small way, I am helping people and I wouldn’t choose anywhere else to work in my gap year.

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Personally, I find it always helps by starting with "I know you must be terribly busy, but is there any chance of an appointment with ......". Most receptionists respond with "Well, I might just be able to fit you in......". Simples. Works nine times out of ten!

On 25th March, 2017 by Ray Morris

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