GP receptionists have drawn fire in a new survey by Cancer Research UK. Nearly 40% of the 2,000 people who took part said they dislike having to discuss their symptoms with receptionists. This was one of the three main perceived barriers to seeing a GP. The others were being unable to see a particular doctor, and not bagging an appointment at a “convenient time”. But GP receptionist Marilu Adamberry says people shouldn’t worry about explaining what they need at the desk. “Some receptionists are scary. But we’re trained to be civil and patient, respect confidentiality, assess each situation and be flexible. If someone’s not happy, they can take it up with the doctor.”
Ultimately, the doctors are responsible if patients can’t get the help they need; some surgeries manage a calm, welcoming and friendly culture, others don’t. And in failing practices, receptionists may bear the brunt of patients’ frustration. Adamberry says she has come across some unreasonable behaviour, but nothing half as bad as in her old job working for an airline. Most receptionists understand that people can act uncharacteristically and irrationally when they’re in pain or anxious.
It’s a tough job, and not particularly well-paid. But Adamberry finds it rewarding and enjoys the endless variety of people and their stories. She takes pride in helping people, especially those struggling with the system.
GP Dr Helen Appleton says receptionists face conflicting pressures from time-pressed GPs and nurses, and the demands of patients who want appointments immediately, and not always appropriately. Asking to see a particular doctor at a particular time may slow things down – sometimes with disastrous consequences. “Don’t procrastinate; if you’re worried, see a doctor – any doctor,” says Appleton. Face-offs with receptionists may soon be a thing of the past anyway; most surgeries now offer online booking for appointments. So, you can argue with the computer instead.
