Why do doctors receptionist get a bad name!???

Question

I have been working in a doctors surgery reception for 5 years & even when we are very very helpful, the patients are very very rude and demanding, i was taught to be polite and you will get a polite response back, but when a patient is rude and aggressive they always get what they want, just to keep the peace!! I have worked in lots of different stressful places but being a doctors receptionist has been the most stressful by far. I would like to hear you views, positive aswell as negative? Thanks

Answer 1

Although this might not relate to you in particular, many doctor's receptionists act as if they have medical training themselves and consider themselves to be a part of the medical profession. They believe that simply by working at a surgery that they somehow have gained an insight in to patient care and diagnosis.

I have been in the surgery in the past and found that the receptionists begin asking symptomss for symtoms of illness and then go on to recommend treatment even before a doctor has been seen.

As I said, this may not relate to you in particular but I have experienced this several times before.

Answer 2

Being a nurse since 1979,I know what you mean. The answer is----You are there between them and their doctor! Some people feel that their problems are more important than anyone else's and you are preventing them from their cure. We got blamed if the food was not to their liking,if the doctor was late and anything else they didn't like! Ill people just don't feel well and are very testy which is understandable but the ones I found the worse were the hypochondriacs that didn't really have a problem at all except in their minds.The really ill one I could forgive. Some doctors even encourage some this action by the way they act. I had a patient who rightfully complained that his pain medication wasn't working very well and the doc said he would take care of it. He did, he came to the desk and discontinued all the man's medication! So when the man asked for something for pain we had nothing to give him. He thought WE were withholding his medication!

Answer 3

I think that a doctors surgery is a stressful place for patients because they may have health worries at the back of their mind and sometimes when this happens manners and politeness goes out the window.  A lot of times as well it may have taken the patient almost a week to get an appointment and added to the 20 minute wait into the Doc's tempers get slightly flared.

Traditionally there is a lot of respect for Doctors so patients tend not to take it out on the Docs and instead take it out on gthe next best thing... the receptionists, which is totally unfair and horrible but I suppose thats just something you have to put up with in your place of work.  It may be evened out when you think about it you also play a part in making people healthier.  I think receptionists do a great and very difficult job!! Good for you!

Answer 4

I'm sorry for you for having to deal with rude patients.if you are only polite to them

But, the receptionists at my doctors are usually more interested in talking to each other about last nights date, eating their lunch or anything except dealing with the patients request.

Normally all they have to do is tick your name off a list and say the doctor will be with you when he calls your name, not exactly;y testing.

They ignore us, thats the thing , if they said something it would help.

Now  there is a computer where the [patient can tap in their particulars and we don't have to bother the receptionist which must suit them no end.

Answer 5

I understand your point - BUT - when you go to the Doctors and you are ill/in Pain - the last thing you want is a receptionist treating you like a number - you know offering you an appointment 3 weeks in the future - you specify the times you are available - you are offered a time completely opposite etc etc.

I know that it isnt a direct fault of the staff there and its obvious that all docs receptionists will be doing there best - but you must be able to see why sometimes people may be short with you. Guess indirectly its part of the job description!

Just remember its never personal - thats the thing, they will be upset with the practice or the situation - not you directly!

Hope this has helped in some way?

fS

:o)

Answer 6

My experience of receptionists is that they treat you like an inconvenience and see your request to see a doctor as something unreasonable.

People will be worried and stressed about a health problem and often have to work themselves up to calling the surgery to make an appointment, only to be met with someone who tells you 'well you can't see anyone this week'.  

Often when they do manage to get in, the receptionists will ignore them, after which there is usually a 45 minute wait to see the doctor. I have brought in repeat prescription requests and been standing there for 15 minutes while they discuss their own private lives.

If you are different to this, then I praise you for doing a good job, but sadly, not all receptionists are as hard working or pleasant as you.

Answer 7

It is only to expected...they act as a buffer between the patient and his/her goal of seeing the doctor...being ill in it's self is a tad stressful and many people, particularly 'the lioness' mother will take out their frustrations on the poor receptionist!

However, it does depend on the rceptionist and their interpersonal skills, and the training they have recieved in conflict resolution and assertiveness (without agression).

Maybe this is something you should discuss with the others in your clinic and sort out getting support from each other...dont need for you to go off sick with work related stress!  

Answer 8

I work in an Eye Glass Place and am a Receptionist as well.  I think People are getting to used to having everything RIGHT NOW and don't know how to be patient and listen when we try to explain what is happening.  Everything is turning into MC Whatever,  where ever we work and people just want it now and don't want to hear that quality and things take time.  I hate when the patient comes in and knows the Doctor they are going to see and then they complain because they have to wait when they know the doctor is always behind.  Or they expect you to drop everything because they are freinds with the doctor and forget about all the other patients that need to be helped.