Options include dialling 111, clicking around NHS Choices or visiting your friendly local pharmacist. such as a GP surgery or hospital, or you can complain to the organisation in charge. View our online Press Pack. We will endeavour to: . L - Listen carefully to complaint - it may have a point. The GP explained that he considered that it would be in the interest of both the patient and the surgery for him to register elsewhere. Often the aggressive character responds with an outright attack. Top free images & vectors for How to complain about gp surgery receptionist in png, vector, file, black and white, logo, clipart, cartoon and transparent Smear test results will be sent via post. It is how you handle the complaint that could make all the difference. Not all but many patients believe it’s their divine right to insult receptionists if they don’t get their own way, they are openly rude and insulting, we even get patients barging into a doctor’s office even if he already has a patient with him. My. Fill in your details below or click an icon to log in: You are commenting using your WordPress.com account. We are a friendly and supportive GP practice in the west of Cardiff. Do it in writing as they have breached patient confidentiality and it should be dealt with properly. 4 Complain to the Ombudsman. People who are unhappy with your service will tell ELEVEN other people and people that are happy will only tell FOUR. Make a complaint to the practice manager. Often other patients will try to help by arguing with or commenting on the behaviour of the difficult patient. In an open letter published on their website, the Clanricarde Medical Centre said that an increased workload during the coronavirus pandemic could potentially lead to "unsafe working" and "burnout" within the team.. Doctors are also said to be working harder than ever before, elongating their days . Change ), You are commenting using your Google account. Naturally, I’ll direct you to the nearest receptionist. Change ), You are commenting using your Facebook account. 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. These patients will often complain, they are angry – usually about something that you or the surgery did (or did not do!). http://www.medicalroleplayers.co.uk, Thanks for your very useful information on dealing with angry patients. So make sure your patients leave happy! A GP's tips for getting past your doctor's 'fire-breathing dragon' of a receptionist Talk to your doctor on the phone, book appointments online, or avoid the GP altogether Dr Keith Hopcroft "They receive a lot of abuse, even on a daily basis, from people ringing up and demanding appointments. Health A-Z To make a complaint please refer to the complaints leaflet and policy below. Perhaps take them into another room where they do not have the audience to “play” to. Therefore someone usually has to lose. Sorry your past few years have not been good ones, and sadly your story is told by many GP Receptionists lately. A GP must supply any drugs needed for immediate treatment in an emergency. Guide to conditions, symptoms . Talk to your doctor on the phone, book appointments online, or avoid the GP altogether. If a GP decides you need medication, they will usually give you a prescription. A GP receptionist has revealed she goes home in tears most days due to the abuse from patients as she opened up on life on the other side of the desk. such as a GP surgery or hospital, or you can complain to the organisation in charge. ➌ Stay polite and smile: You may feel angry and maybe with good reason, it’s frustrating not being able to get an appointment. Thank you for your comments and I am so pleased that my blog was of some help to you. such as a GP surgery or hospital, or you can complain to the organisation in charge. This can often be a relative or carer of a patient. Give feedback or make a complaint from NHS UK. We will endeavour to: . Print this page. The Health Consumers' Council (HCC) is an independent (not-for-profit) community based organisation, representing the consumers' voice in health policy, planning, research and service delivery. Thankyou Josie. such as a GP surgery or hospital, or you can complain to the organisation in charge. ➒ Ask about other types of consultations: Cutting-edge practices may offer advice via email or even Skype. For example if it's a complaint about your doctor, you could complain to the surgery. The course consists of four modules and can be accessed in the eLearning HUB. And do not fuel their abuse by making “value judgments” just stick to the facts. Include any pertinent details in your letter, such as the doctor's name and the specifics of your complaint. I was not angressive nor was I rude my voice was not shouting but a little frustrated tone . Brixham at wits' end over 'promise' of new GP surgery. Contact us to make a complaint if it is too difficult, upsetting, or you feel uncomfortable talking with the provider directly. ➏ Book your appointment online: Some appointments may be blocked for online booking only. Particularly difficult patients may be “playing” to others around them. I found this article so helpful. If you have a complaint to make, you can either contact the Practice Manager or ask the Receptionist for a copy of our Complaints Procedure. I am the patient and got no help regarding my medication I suffer with anxiety and stress along with depression. It saddens me when I see Receptionists being spoken to in this way – the job is demanding enough to be wasting time on people that have no respect for the job you are trying to do. I know why you feel like complaining but it's not worth hassle over future appointment. Do not be deliberately causal or icily superior to show an offensive patient what you think of them. This is the organisation that pays for the service or care you received. Check out the practice website to see if your practice provides this service. Apparently, the amount of complaints about them has been on the rise, ranging from them being rude and lacking compassion to complaints about them asking inappropriate questions. If you don't feel comfortable doing this, the health board may be able to act as an intermediary between you and these services, to help resolve any differences. Here's our advice. A significant number of patients are worried about receptionist confidentiality at their GP surgery, according to new research by The Patients Association. Receptionists Dealing with Unhappy Patients/Customers, Receptionists Training: Methods of Communication, Disability Awareness #Receptionists Training, Receptionists Training: The 4 P's Of Telephoning, National Receptionists Day – May 9th 2018. It might be worth speaking to someone about how you feel about dealing with these situations. If you have a complaint to make, you can either contact the Practice Manager or ask the Receptionist for a copy of our Complaints Procedure. T- Tell patient of right of appeal. There is no prescription charge for these. Hope this answers your question. We are a friendly and supportive GP practice in the west of Cardiff. Treating them like a child will encourage them to act like a child, whilst treating them like a responsible adult will encourage them to act rationally. | Beyond the Reception Desk, Find out about our Reception Training Courses, Follow Beyond the Reception Desk on WordPress.com. This will be much more calming and effective than saying: “I am doing all I can here. 18 March 2016. Make a complaint about an NHS service. If you are not comfortable doing this, we can help you find the best way to complain. We all know receptionists are seen as fire-breathing dragons, protecting their beloved doctors from pesky patients. I wish to issue a complaint to you regarding the services rendered by your hospital when I was admitted in for a minor surgery on April 11, 2017. You may have more luck securing an appointment online than through phoning or pleading at reception. And in other news, I’m guessing, scientists reveal that the sky is blue. “I understand your problem and I assure you I am trying everything to help you. 06/09/19 - 15:59. in Advice. Module 1: Etiquette: In this section, the significance of etiquette is aligned to the role of the receptionist, illustrating just how key receptionists… Complaints should be addressed to Nichola Goodfellow, Practice Manager or any of the doctors. GP Surgery Receptionist (x2) Woodlands Medical Centre, Cardiff. this page, More details when we launch our live site. You should include the following information on the form: Your name and address. So if you can pick another day to ring or visit, do so. It seems that our surgery is staffed by reception people. Thank you for sharing this information. And the nurse may have more slots available than the GP or she may offer a “sit and wait” open access service. (One scenario is a written complaint.) ACCORDING to research, unhelpful GP practice receptionists lead to reduced patient satisfaction. such as a GP surgery or hospital, or you can complain to the organisation in charge. We will endeavour to: . And this might just be your surgery’s best kept secret – enquire quietly at reception. The aggressive person can resort to verbal or even physical abuse. Comments like this make it all worth while. The Receptionist said she handled the call in . There's been quite a lot in the local news recently about doctors' receptionists. The receptionists are rude and unhelpful, its very difficult to get an appointment even when your feeling really poorly and the two doctors who work there are for want of a better word, useless. GPs are like gold dust these days, which means appointments are too – so the receptionist’s job has gone from tough to impossible. If you're heading into a receptionist interview any time soon, then you need to be as prepared as possible. Services are constantly changing and, in many circumstances, your GP may not be the best person you need to see. Write this type of letter to complain to or about a doctor. If you want to take this incident any further I suggest that you speak to the Practice Manager and she/she will look into this for you. Clearly I was a victim of a snooty receptionist who found it amusing to discuss my situation with other staff and laughing about it . Too many rights are given to patients and not enough consideration given to staff. ❽ Turn up in person: Phone lines always engaged? Give feedback or make a complaint from NHS UK. To whom it may concern / To the Supervisor (name) / To the Manager (name), My name is Jane Smith, and I would like to lodge a formal complaint regarding the rude treatment I received by one of your employees on the 2/5/2017 at your store. Pingback: Dealing with Difficult / Angry / Aggresive Patients. This comes after complaints were made regarding GP's not physically seeing every patient, even after the perception everything would go back to normal thanks to 'freedom day'. NHS Advocacy at your local authority can also help you make your complaint. What you need are ten tips on how to get round the fire-breathers – without fear of getting fried. Δdocument.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Enter your email address to subscribe to this blog and receive notifications of new posts by email. Dealing with Difficult / Angry / Aggresive Patients. Not had results for tests, receptionist said she did not appreciate my tone and put the phone down. I have read a few more of your postings and enjoyed reading them. Complaint to or about Doctor. I am discussed with Heathcote Medical centre as there was no indication that I was aggressive I’m 64 a pensioner in a lot of pain no one could help and to top it all I had to pay for the medication that the doctor had prescribed but not in the apart form that was discussed as she wrongly put doe a liquid for when my problem was I could not swallow . GP surgery - the practice manager. This is someone who feels that he or she has been wronged, and is upset and emotional about it. In a receptionist interview, you need to show that you are diligent, organised, have an eye for detail, and that you are comfortable with multi-tasking. Aggressive behaviour is competitive with an aim to win. I am very happy to have come across this site. The latest Welsh Health Survey revealed that 42% of people found it difficult to make a convenient appointment at their GP surgery. You can complain to a member of staff at the NHS service you went to, such as a GP surgery or hospital. They employ their own staff and therefore if you have concerns about a member of staff at the GP surgery, you can complain to the GP who employs them. If a member of your healthcare provider's staff is consistently rude or difficult . To complain about a. GP surgery; an NHS dental surgery; an NHS optician's practice a community pharmacy; please contact them direct. Called saying in a lot of pain and did not know if to call an ambulance.The call was at 15.00 and the GP did not call back until 18.30 after practice. Some patients said it was "impossible" to speak to the receptionist without being overheard, while others . You will have to take a seat and wait your turn”. It will only add fuel to the fire. such as a GP surgery or hospital, or you can complain to the organisation in charge. If your healthcare provider always runs late, but rarely spends more than a few minutes with you, then register your complaint. I was in a lot of pain and drove back to the surgery to get this sorted b 4 I got there I had called the reception staff who said I would have to wait for tomorrow. If a patient is angry, never get angry back. b) Change to another surgery (but hopefully without horrible comments in my notes). P - Pass complaints on if not against practice. We have yet to actually see any and the only communication we've had during the lockdown is along the lines of, 'Whatever you do, don't come to the surgery'. It would also help if the practise manager took some responsibility when patients ask to see her. ➍ Say it’s urgent: Only if it is, of course. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong. When making a complaint, you can choose to complain to either: the healthcare provider: this is the organisation where you received the NHS service, for example your hospital, GP surgery or dental . All you have to do is get them to go away with whatever it was they came in to get – within reason. Would it be Ok for me to pass your blog details onto GP practice staff that I work with in the future?Also, I would be more than happy to discuss how my company maybe of assistance to you or any of your colleagues. It will only turn an unpleasant incident into something bigger. You’ll find it easier negotiating with the receptionist around lunchtime, when things have quietened down. Have trust in your GP surgery receptionist. Please refer to the ICAS website for more information. Give feedback or make a complaint from NHS UK. Sometimes you do everything right, and that is still not enough for some people. 'Complaints Clinic' training package. Module 1: Etiquette: In this section, the significance of etiquette is aligned to the role of the receptionist, illustrating just how key receptionists… If you do not want to make a direct complaint or your complaint has not been resolved, contact your local NHS health board or special . You can’t have a perfect receptionist, if you don’t have perfect patients! Health A-Z . Toon want to unveil Arsenal flop boss Emery as new manager by next week, EastEnders' Sharon horrified as true paternity of Alyssa’s baby revealed, Strictly’s Rylan reveals heartless thieves have targeted his bank account, Ex CBeebies star Sarah-Jane strips topless to recreate snap that got her sacked, ©News Group Newspapers Limited in England No. Words and phrases often connected with aggression. ( Log Out /  For the sake of your DS and to save worries, I would leave it. Sorry to hear that you feel you were so badly treated. Be prepared to deal with each situation – if you feel you are not handling the situation very well or feel threatened ask someone else to step in and help. I am pleased you found the article helpful,but sorry you are having to deal with such issues in the workplace. The aggressive person cannot see another person’s point of view. Then patients blame the receptionist because it takes 2 days to see GP. Learn to ignore rudeness. After reading about difficult patients, is there any way that I can print out a certificate for me to show my manager that I have read the document. Make a complaint. Featherstone Road. Dealing with difficult patients may not only benefit you (honestly) it will benefit the surgery as well; Being confident  at handling difficult patients is an asset to the practice and a credit to you if done well.  It will help with your confidence when dealing with the next difficult patient. If the complaint raises serious concerns about the nurse or midwife's fitness to practise, the NMBI can impose sanctions. We are looking for two receptionists to work part time (20 hours per week each) as soon as we find the right candidates. You will need to complete a complaint form, but you can call or email the ombudsman for help with this. But most important learn from each experience and take it forward in helping the next difficult situation. The 'Receptionists in General Practice Masterclass' is an online course designed specifically for all GP receptionists, new and experienced. And remember — turning on the charm may pay dividends. first 7 years were most pleasurable and rewarding but the latter 5 have been pure hell. Sugguested Keywords: #how do i complain about a gp surgery, #how do i complain about my gp surgery, #how do you complain about a doctors surgery, #how do i complain about my gp practice, #how to complain about gp surgery receptionist, #how to complain about a gp surgery, If you have a complaint to make, you can either contact the Practice Manager or ask the Receptionist for a copy of our Complaints Procedure. I - Investigate carefully and thoroughly. Contact NHS England if your complaint is about: a GP surgery; an NHS dentist; an NHS optician; a pharmacy; NHS 111 The surgery closes at one so I guess they just assume people have transport to get to the other surgery. This is the organisation where you received the NHS service, for example your hospital, GP surgery or dental surgery. It can be very demanding on a person, if they only take a barrage of abuse and have to smile and listen sweetly for a 10 hour shift, unless you are a robot! If it’s not life-threatening but you need to be seen soon — you’re in pain, or very worried, for example — then say so. Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident. If she does breathe fire on you, I’ll fit you in specially to get those burns treated. Hi do you when you will be holding medical receptionist classes? The way to deal with the offensive patient is to keep cool, keep your professional detachment, stay polite and keep offering possible solutions in strictly factual terms. ( Log Out /  "The Sun", "Sun", "Sun Online" are registered trademarks or trade names of News Group Newspapers Limited. GPs across South Cheshire and Vale Royal are urging us to talk to their receptionist, to make sure you get the right help, which may not necessarily be from your GP surgery. Health A-Z . Make an effort to look as if you are interested. We will endeavour to: . In response, receptionists in Bradford are being sent on a customer . the point is that you do not have to make an angry person into  person – that is  impossible. Health A-Z. Who to contact for formal complaints. Edited August 10, 2013 by aDvicePls. To inquire about a licence to reproduce material, visit our Syndication site. 679215 Registered office: 1 London Bridge Street, London, SE1 9GF. When making a complaint, you can choose to complain to either of the following: The healthcare provider. By this time my stress levels went into overdrive and I was being bullied by this reception women so l left leaving without any help as she said I can have you removed. Here are some circumstances worth complaining about: 2. They can investigate on your behalf and get the Surgery to explain why they are so hopeless and what they're going to do about it, if no joy still you can take it higher, get your MP . What are the answers to handling difficult patients? Health A-Z . All this will leave behind a trial of hurt, anger or humiliated feeling. #1. This is information on how to raise a concern, give feedback or make a complaint to a general practice. Unfortunately the Doctor is too busy seeing other patients with problems, to drop everything to sign your prescription NOW!! We are looking for two receptionists to work part time (14 hours per week each) starting in September. Your local Healthwatch can signpost you to organisations that can help. | Beyond the Reception Desk. To: name@email.com. Thanks! AHPRA helps the Board protect the public by responding to concerns about doctors and making sure they are safe to practise. I have been a doctor’s receptionist for 12 years. They rule like nazis in my experience. Give feedback or make a complaint from NHS UK. But perhaps the most difficult for everyone is the angry patient. Its time that the Receptionist is seen for the hard work they do, and get paid for the extremely hard and stressful job that they do. However, they can be used equally well by individuals. Monday to Thursday 8.30am to 5.00pm | Friday 8.30am to 12pm, We are looking at putting in place a live chat service to help people using our website or filling in our online form, How to raise concerns or complaints about a GP practice, Information for advocates and representatives, Complaints and fitness to practice procedures, legal action and other procedures, What happens if someone complains about your organisation, Coronavirus: Information for complaint handling teams, An investigation into HS2’s failure to communicate with a family about acquiring their home, Complaints about the NHS in England: Quarter 1 2019-20, Continuing Healthcare: Getting it right first time, Equality, Diversity and Inclusion Strategy 2020-2024, Investigation into UK Visas and Immigration (UKVI) June 2021, Making Complaints Count: Supporting complaints handling in the NHS and UK Government Departments (Executive Summary), Performance against our Service Charter 2019/20 Quarter 3 (October to December), Performance against our Service Charter 2019/20 Quarter 4 (January to March), Performance against our Service Charter 2020/21 Quarter 1 (April to June), Performance against our Service Charter 2020/21 Quarter 2 (July to September), Performance against our Service Charter 2020/21 Quarter 3 (October to December), Performance against our Service Charter 2020/21 Quarter 4 (January to March), Performance against our Service Charter 2021/22 Quarter 1 (April to June), The Art of the Ombudsman: leadership through international crisis, Women’s State Pension age: our findings on the Department for Work and Pensions’ communication of changes, Performance against our Service Charter 2018/19 Quarter 4 (January to March), Performance against our Service Charter 2019/20 Quarter 1 (April to June), Performance against our Service Charter 2019/20 Quarter 2 (July to September), Missed opportunities: What lessons can be learned from failings at the North Essex Partnership University NHS Foundation Trust, Blowing the whistle: an investigation into the Care Quality Commission’s regulation of the Fit and Proper Persons Requirement, Clinical Advice Review: Final report and our response, Performance against our Service Charter 2018/19 Quarter 3 (October to December), Complaints about UK government departments and agencies in 2017-18, Ignoring the alarms: How NHS eating disorder services are failing patients, Maintaining momentum: driving improvements in mental health care, Performance against our Service Charter 2017/18 Quarter 2 (July to September 2017), Performance against our Service Charter 2017/18 Quarter 3 (October to December), Performance against our Service Charter 2017/18 Quarter 4 (January to March), Performance against our Service Charter 2018/19 Quarter 1 (April to June), Performance against our Service Charter 2018/19 Quarter 2 (July to September), Performance against our Service Charter 2017/18 Quarter 1 (April to June), Performance against our Service Charter from January to March 2017 (Quarter 4 2016-17), Breaking down the barriers: Older people and complaints about health care, Midwifery supervision and regulation: recommendations for change, A report of investigations into unsafe discharge from hospital, A review into the quality of NHS complaints investigations where serious or avoidable harm has been alleged, Warm Front: how early engagement with the Ombudsman helps to resolve complaints, How to raise concerns about a general practice.pdf [.pdf, 351 KB], Print