I’m a receptionist, this is not my fault
I am writing in response to the emails regarding difficulties getting GP appointments (MetroTalk, Thu, Fri).
I have worked as a front-desk receptionist for almost seven years. I read the comments with trepidation because I am accustomed to patients blaming receptionists rather than GPs or management.
In reality, receptionists have no power. Our concerns fall on deaf ears because we are seen as performing ‘basic duties’. Receptionists are patients themselves outside the surgeries they work in. We also have families and friends who have health issues, so we sympathise more than the public would know.
What goes on behind the scenes is more complex. To protect the fragile egos of GPs, management will do everything in their power to accommodate their requests.
Most GPs don’t want to see patients, so will ask managers that appointments are booked as telephone consultations.
On some occasions I have attempted to book desperate patients only to be reprimanded and told to ask them to ring 111. Then, receptionists are accused of being rude or withholding appointments. We try to do the right thing but get in trouble for it.
It is common for GPs to take holidays on short notice, leaving patients in limbo. They leave emails warning us not to bother them.
This makes us an easy target of abuse and frustration because we are the first point of contact. In turn, receptionists become defensive because we cannot tell patients the truth as calls are monitored.
Receptionists cannot book appointments without authorisation, or else we would lose our jobs.
Receptionist, via email
Sally Anne Smith (MetroTalk, Fri) has no business apologising to GPs for what she called ‘horrible, hurtful and unfair comments’ made by people submitting their legitimate and heartfelt experiences.
She may not like to hear individuals voice frustrations. She may not like to hear that several GP practices are miserably failing their patients. If she thinks GPs work hard and her experiences have been faultless, then that’s lovely. Lucky her.
It is her right to disagree and express her own opinions. What she should not do is negate and belittle the free speech expressed by others. Apologise for yourself, or for someone who cannot speak for themselves but do not take it upon yourself to apologise for what I’m thinking.
Regarding doctors only doing phone consultations. What about us who are deaf? I’m useless on the phone and that’s why I need to see my doctor face to face. I’m partly deaf and I lip-read. It’s a nightmare.