GPs are trying but hours can't suit all
I feel I had to write in response to the letter "Make time for workers to visit", (Mercury Mailbox, October 10).
As a medical receptionist at a GP surgery, I am not the least surprised by the content of this letter.
In recent years, surgery hours have increased to try to appease those who possibly think medical centres should be open round the clock.
Despite this and the best efforts of the doctors and staff to meet the increasing demand for out-of-hours appointments, it is a fact of life that there will not always be appointments available.
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This too often results in ruder patients verbally abusing the reception staff who are trying their best to help.
I don't know what kind of profession the writer of this letter is in. Do they provide a service?
If so, are they willing to be available all hours in case some "laid-back" person should desire an appointment at a specific time?
I congratulate this person who states they have been fortunate with their health as our surgery is always full of sick people who are just as entitled to healthcare as this individual, hence the unfortunate shortage of free appointments.
Most people, if they are ill, are just pleased to see a doctor and willing to put themselves out and not expect the medical profession to jump through hoops.
A lot will take the trouble to ask their employer for time off in order to visit their doctor and a lot of employers will accommodate this if possible.
It will not always be possible, of course, as is in my case.
I have to visit a different surgery to where I work and I find it difficult to fit in as I have to work extended hours these days to assist in catering for the expectation of patients such as the writer of the letter.
So, in answer to this person's question, no, we are not mad, we are merely under continuing pressure to provide an extended service to try to suit everybody – without any additional resources.
Name and address supplied
Comments
by reubedube
Tuesday, October 16 2012, 8:20PM
“I think 'Stoned' is being extremely unfair and unkind in writing "the anonymous writer sounds like a typical doctor's receptionist...unhelpful and lacking in compassion".
How many different doctor's surgeries I wonder, has 'Stoned' visited to make a judgement as to what constitutes 'a typical doctor's receptionist ? I would think he or she is simply making a somewhat harsh sweeping generalisation totally without foundation.
My own doctor's surgery is staffed by - in my experience - efficient and caring receptionists, all without exception anxious to deliver the best service possible.
I wonder why 'Stoned' refers to, "the anonymous writer", instead of simply 'the writer' ? Making a point about the anonymity ? If so 'Stoned' should bear in mind that they too are shielding behind a pseudonym.”
by annoying9
Monday, October 15 2012, 5:47PM
“As a retired lady I obviously don't have a problem with appointment times and indeed didn't when I worked. The issue for me is that in the past you could phone the doctor and pretty much be able to get in that day or the next. Nowadays it seems a certain number of slots are 'bookable in advance' and the remaining percentage are 'on the day'. (I did try once to ascertain from a practice manager what exactrly these percentages are, but without success). Therefore you have to either be at the surgery by 8.00 am, which is fine for me as I am an early riser and live very nearby, but obviously not so good for everyone, or else hang on the phone (premium rate - rather immoral I think), whilst the receptionist deals with the queue, and even at that early time can be told 'all today's appointments have gone'.”
by graydjames
Monday, October 15 2012, 5:37PM
“I don't think you are wrong Stoned. I gained exactly the same impression as I read this letter. It reflects the typical insensitive and hostile atttidue of doctors' receptionists who seem to be a breed apart.”
by Stoned
Monday, October 15 2012, 1:33PM
“"Most people, if they are ill, are just pleased to see a doctor"
Yes we are pleased to see a doctor but why should we be "pleased"? We should expect to see a doctor not be eternally grateful if the receptionist deems us suitable to be allowed into the inner sanctum of the surgery. I'm sorry to have to say this but I think there is a lot of venom in this letter and I'm afraid the anonymous writer sounds like a typical doctor's receptionist...unhelpful and lacking in compassion. Of course I may be wrong and, indeed, I hope I am.”