When You Feel Let Down. #GPSurgery #Rejected #System #AppointmentsSystem


I am very passionate about the NHS and will defend (within reason) any criticism that I hear about anyone working in this wonderful organisation.

My experience comes with working in the Reception areas of both large and small GP Surgeries, Hospitals and for the out of hours’ service. I have seen lots of different policies and procedures, and have worked with many different set up within this different organisation – especially the GP Surgeries.

I hear a lot of people bad mouthing Doctors, Receptionists and other health care professionals, and most of the time it’s because they (the complainer) do not really appreciate or understand the system they are complaining about. There are always two sides of the story.

Sadly, I feel like “one of those people” that I dread hearing from. I have felt very let down by my own GP Surgery and I feel their “system” hasn’t helped.

Let me explain what happened.

When I registered at the practice I was told that you could only see the doctor you were registered with. When I needed to make an appointment I would have to speak to his secretary and she would offer me the next available appointment with him and him only.

In the event of an “urgent” appointment needed if he wasn’t available then and only then would you be offered another doctor.

I have an ongoing issue that has needed following up. I had to wait two and a half weeks to get an appointment with my doctor. I didn’t feel it warranted an “urgent” appointment as I very conscious about the misuse at times of these appointments and know how difficult they are to get sometimes.

So, I waited the two and half weeks. In the meantime, I started to get a bad ear, again, I felt it could wait as my appointment was due in a couple of days’ time.

On arrival at the surgery I used the check in system and it said that I was due to see the locum doctor and not my named doctor.

I was called in by the locum doctor, she said that she was there covering for my regular doctor. I explained about my ear and she confirmed it was indeed infected and issued a script for antibiotics. I then started to explain about the main reason of the appointment and she cut me dead – she said that she had already dealt with one issue and wasn’t prepared to discuss anything else in this consultation. I had only been in the room a matter of minutes. I fully understand that had it been a “urgent” appointment that I had booked that I couldn’t really discuss ongoing issues, but this was a routine appointment that I had booked some time ago.

I tried to explain that I had waited over two and half weeks to discuss the issue, to which she said I would have to make another appointment to come back and see my dedicated doctor.

I couldn’t believe it, what a complete waste of my time, I had waited two and half weeks for this only to be told I had to see my own doctor.

I left her room, quite upset by the whole thing, and more of her attitude in dealing with me, she wasn’t even prepared to listen to what I had to say.

I went to the front desk to ask about an appointment for my own doctor and was told it would be another 3 weeks ahead. So in all it will take five and half weeks to see my own doctor and thus taking a much-needed appointment that could be used by someone else when my issue could have been dealt with in the appointment I had just had.

This sadly would be one of those occasions where I don’t think I would have been able to defend the situation that I found myself in.

 

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Please Quote Me Right – #NotWhatISaid


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I was approached by another national newspaper last week The Daily Mirror  to do a piece on the bad publicity that GP Receptionists are getting recently in the press lately.

As anyone that reads my blog will know that I am not only passionate about good patient care, but also I am very protective of the Receptionists who do a very difficult and at times very stressful jobs.

The reporter more or less took me through what she wanted to write and for most of this she wrote what I had said correctly all apart from point no 2. DON’T PHONE JUST TURN UP.

I didn’t quote this and I never would. I even had a lengthy conversation with her stating that this was not an ideal solution as someone coming and presenting themselves at the surgery would not get them an appointment over someone who telephoned. If the Receptionists have appointments they will offer them – if they haven’t got any appointments free then someone standing there in front of them will not magic one up out of thin air! This would then annoy the patient and this is where they can often get the bad publicity from.

Every surgery have their own system in place for appointments, but I am confident that there will be very few if any that would suggest that patients turn up for emergency appointments rather than telephone.

The two articles I recently did for two national newspapers I did was purely to stand up for all GP Receptionists.

I never receive any payment for these articles I did it purely to stand up for all GP Receptionists and the great jobs they do, often going over and above their job description to help patients.

Here is the article – which again is a great support for all GP Receptionists across the country but again I would like to point out that I did not quote No 2.

http://www.mirror.co.uk/lifestyle/health/9-ways-you-can-make-8685940

Sadly because of this I will feel very reluctant in the future to do any more articles.

 

 

 

Just how important are Telephone Messages #AnswerMachine


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Just how important are telephone answering machines? VERY important as it keeps your customers informed of you’re opening days and times.

Last week I needed to contact my dentist for an urgent appointment. He is a one-man dentist, with a hygienist and a nurse/receptionist. When he has any time off the practice closes.

I rang at 09.00 last Monday morning, the telephone just rang and rang, no one answered and there was no telephone answering message. I thought they might be starting at 9.30 so I range again – still no answer. I did think this was strange as usually when he has been away on holiday he has answered the phone via his mobile and has advised from there. This time there was nothing.

I tried again just after lunchtime and again around 4.00 pm. I wondered if perhaps he was having a long weekend off. I even checked that I was ringing the correct number.

I tried again the following morning, at 9.00 and 11.00.

The worse part for me was the not knowing. Had there been a message to say how long the surgery was going to be closed for I could have then made a decision to either wait and see him or to seek treatment elsewhere.

As I needed an urgent appointment I telephoned another practice locally and was luckily enough to get an appointment that same afternoon.

Just as well I did as I was told that had I left it any later I would have probably lost the tooth.

I have been with my dentist for over 9 years. No reason to change to be honest, I am not fond of the dentist at the best of times, but he always seemed to be good enough.

I actually found the new dentist to be extremely pleasant, she made me feel very much as ease. The surgery surroundings were very relaxed and the Receptionist was lovely, she chatted away.  I felt far more relaxed when I went in to see the Dentist and she talked me through what she was going to do. The surgery was also much closer to home and there was free parking where I used to have to pay for parking at my other dentist and to add to it all the new dentist’s overall charges were considerably a lot cheaper than my regular dentist.

Taking everything into consideration I have decided to move to the new Dentist, it suits my needs much more, but I didn’t realise that until I was forced to visit the new surgery.

Had my old dentist had a telephone message advising how long the surgery would be closed for I would probably still be going there now.

So, it is vital that you have a good telephone message set up on your phones. Ensure that the message is appropriate and you might have to change a message if you have the following:

  • Morning opening times that differ
  • if you close for lunch – state what time you open again at and leave any emergency numbers as appropriate.
  • Evening closing times differ – again leave any emergency numbers
  • Friday night – leave messages appropriate for weekend closing and again leave any emergency numbers
  • If there is a bank holiday, please ensure that this is mention in the last message before the holiday.

Get someone who has a good clear voice to record the messages. It is essential that they speak slowly and clearly and repeat any emergency telephone numbers twice.

Get someone to check the messages regularly to make sure they are the correct ones.

If you do not want anyone leaving messages add this to your message and make it clear that the service does not accept telephone messages. If you don’t people will use it as a message machine.

There is nothing worse that getting a telephone answering message that is out of date or wrong!

Having the correct telephone message on your answer phone is important. You could lose customers if it’s not.

Does your Receptionist recognise signs of Sepsis. A Patients Story #Bournemouth Hospital


There has been a lot of publicity recently regarding Sepsis. This is aimed at raising awareness and those that work in the GP surgeries and Hospitals will know on too well that this will create fear amongst some patients and therefore will be more than likely phoning the Surgery/Hospital for advice.

We are being told Sepis should be treated urgently as we would a heart attack.

For all Receptionists, Secretaries and Administrators who could be faced with a query regarding this are you fully competent to deal with it? Would you be confident in dealing with a call that could be Sepsis? I must confess I am not sure I would be able to identify this emergency a few weeks ago, but I feel a lot more confident now that I have read up on it.

You probably have procedures and policies in place for dealing with a heart attack. Have you a procedure or policies in place to deal with sepsis? Perhaps at your next team meeting you could put this on your agenda or speak to your Reception Manager or Practice Manager about having one written up.

The most important thing is that you know the facts about Sepis and what is expected from you as a Receptionist if you take such a call. Don’t be one of those surgeries/hospitals that could be highlighted as missing something that might be so obvious to someone who knows what Sepsis is.

Many doctors view Sepsis as a three-stage syndrome, starting with Sepsis and progressing through severe Sepsis to septic shock. The goal is to treat Sepis during its early stage, before it becomes more dangerous.

Sepsis usually comes with a probable or confirmed infection and includes several symptoms. These perhaps can be discussed with a Doctor and the Receptionists and a guide of what questions to ask the patient.

Septis has to be treated quickly as the patient can go downhill very quickly

A chart that I found very useful to help identify some of the symptoms:sepsisqa-2015-big

A very interesting clip from the Royal Bournemouth Hospital highlighted a patients experience and how his Sepsis was nearly missed. They are keen to spread awareness. Well done Bournemouth Hospital for sharing this short film.

Published on July 13 2016. 

Sepsis is a medical emergency, here at RBCH we are keen to spread  awarness and listen to patients experiences to improve care. 

 

Every Surgery Should Have One 


This appeared on my Facebook page today – shared by a lovely friend and Doctors Receptionist.

This notice is displayed at the Royal Arsenal Medical Centre – well done to them.

I totally agree that every Doctors Surgery shoul have one of these notices displayed in their waiting room.

New Year, New Beginnings


Happy New Year.

January is usually a bit flat after Christmas, but not for me this year.

I had a great weekend, stayed with a good fiend whist facilitating a great training session in London. The team was fantastic made me feel so very welcome and interacted so well. Just love my job when I see results like I did this weekend. I hope that I continue to have great training sessions throughout this year.

We are also eagerly waiting the arrival of a baby boy to the family. He is determined to keep us waiting as his due date is today and is showing no signs of arriving any times soon. But like all babies he will arrive all in his own good time.

This baby is certainly a much wanted baby as his mummy and daddy have waited 6 long years for him, going through a failed IVF last year before falling naturally the month after.

I never realised the hard long hard struggle IVF was on a couple – each successful stage in the IVF a victory and a goal nearer to the next stage. 3 long months of injections, hormones going through the roof, sickness and anticipation. Hearing friends on a IVF group being unsuccessful only adding to the worry.

She went through every stage with flying colours, lots of healthy embryos collected and one successfully put back in. All they had to get through was the next week, a week to see if they had a positive pregnancy result. Why wouldn’t they? After all she had got through every stage with great results. Then the dreaded bleed came. People tried to reassure her that this can happen in pregnancy, but sadly it wasn’t to be – the IVF had failed. They were another IVF statistic.

They were devastated as you can imagine. They were told that they would have to wait 3 long months until they could have their 2nd round of IVF – an eternity to them.

They booked a holiday to try to get over the disappointment whilst knowing what they were going to face in round 2.

Then 4 weeks 6 weeks later – the unbelievable happened – they found out they were pregnant – naturally.

They are one of the “lucky ones” albeit they waited 6 years, some of their friends have been waiting a lot longer, and more have gone through several unsuccessful cycles of IVF

Our new mummy suffered really bad morning sickness, and several bouts of urine infections all of what was a worry to them – the fear of losing the baby never left their minds.

Sadly she has at times found her Doctors Receptionists really unhelpful when asking for advice. Appointments days away, and misunderstandings resulted is urine infections waiting all weekend before being treated.

Whilst no one should expect “special treatment” it is always good to remember the road that these people go down when facing fertility treatment is a long and hard one – sometimes they just need a bit of empathy.

The Unsung Heroes’ of the NHS #Porters


I came across this short film featuring porters from the Royal Bournemouth Hospital in Dorset.

The 12 minute piece, entitled Porters, tells the story of those who work in the what some deem to be one of the most unnoticed sectors of the NHS, but their role is more than just transferring patients from A to B.

I recall chatting to a cleaner once and I asked her opinion on something. She was surprised that I had asked such question and she confessed that she felt her role as a cleaner didn’t matter and in her words she said “I am only a cleaner, I don’t really count”

Everyone counts, from the cleaners to the CEO’s and everyone has the right to respect and recognition for the job that they do.

After all, if a hospital or a Surgery was never cleaned to a suitable standard then that establishment could risk being shut down.

The NHS has many unsung heroes’ that need recognition and thanks for the “unnoticed work” that they do.

As a Manager or Departmental Head it is important that you make everyone in the team feel valued.

Warning” the film contains occasional swearing.

I hope you enjoy the clip

Royal Bournemouth Porters #unsungHeroes