Had problems after my heart attack and having angina which is making me anxious as a result of my GP surgery receptionist being rude and firstly interfering with my appointments and now with my prescription medications for insomnia.
I am having anxiety issues and find it disturbing that some receptionists seem to think they run the GP surgery and constantly find ways to be annoyingly intrusive.
I seem to be stuck in this situation and would appreciate any advice as even some doctors find it hard to put up with these receptionists’ attitude.
I find it intimidating and even phoning the surgery causes lots of stress because it’s my health that’s being affected by receptionists that seem to care very little for patients’ life and frankly I don’t even know how they get jobs like that where they seem to enjoy being inconsiderate and controlling. It’s reduced me to tears and one day I’ll probably end up in A&E from stress as I have high blood pressure which is greatly affected by insomnia.
Thanks in advance for any advice.
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Skykitty1
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I would phone cardiac nurses bhf there so helpful plus if it's possible go into your surgery that's wgat I did I found my receptionist very rude not helpful and annoying thinking they can speak to u like they sometimes do try bhf nurses x hope u get what help u need xx
I had a terrible sleep last night I've all of a sudden developed a cough had my poor husband up all night then to top it of took my hrt wich makes me tired so coughing and knackered at the same time not good 😐 🙈🙈
I would put in a formal complaint to the GP surgery regarding the treatment you are having from the receptionists. I’m not sure what issues you are having with the insomnia medication however, if it is in your repeat, your GP will authorise or re-issue it to you if you have requested it - at least that is the system with my meds. If however, your medication is not on repeat then that would require an appointment with the GP so that they can do a medicine review before re-issuing it to you again.
My medications are very important for my health and as I understand it any prescriptions need to be issued by a GP and any changes need to be notified to patients.
The issue here is that a receptionist seems to think they’re the ones in charge of both appointments and prescriptions dosage.
As for complaining about a receptionist who changed the dosage of my insomnia medication without my knowledge or getting notified by a GP then of course this will be possibly the next step. As a high blood pressure and angina sufferer I find it highly irresponsible and disrespectful of a receptionist to try and take over the management of my prescriptions.
When I phoned to try and make GP appointment they wanted me to wait a month and then after a request prescription I got a rude text as they knew I had spoken to the chemist and pharmacist about the problem.
That is awful. A receptionist is not a trained medical professional. They should not be advising or changing the dosage on any of your medication. This is the responsibility of your GP or physician looking after you. I agree, the receptionist is highly irresponsible. You should make it a point in your complaint - if you decide to submit one, that what the receptionist is doing is extremely risky and can have severe consequences for your health. I should think that this also places the receptionist’s job at risk at the surgery.
I was pleased to see that you have now got an appointment with your GP. I hope you get sorted regarding your medical issues. However I also hope you find it in yourself to formally complain in writing about what appears to be the unacceptable, unprofessional and unethical behaviour of one of the surgery receptionists. If you don't raise it in this way it will continue to happen to others and perhaps yourself in the future. I take the view that if we don't complain about poor service, when it it is fair and reasonable to do so, and whether it is the NHS or any other concern, then nothing gets done and that poor service becomes accepted as the norm.
Thanks for your reply. I find your words very supportive.
If I’m honest I feel intimidated by some of those receptionists to the point that I prefer just to talk to a GP.
It’s sad but being so unwell after my heart attack has destroyed my confidence.
I think getting an appointment with a GP in that surgery is like some kind of battle because they’ve now got the eConsult and request prescriptions online which I find is just so they get more admin assistants sorting who gets appointments.
There are more admin staff and receptionists than patients in that surgery which is probably why they’ve got a messed up system.
Hi Skykitty, as Tos92 said you (or get someone you know to) definitely if you possibly can need to complain in email or writing to the manager of the surgery. That is awful, I have what I call GP's gaurd dogs to try get through to see a gp, and heaven forbid you should actually ask for a named go( what pre 2020 was my known family doctor). And the doctor you see needs to know also. Back in 2016 I think around that time. My then particular brand of antidepressant venlefaxine (efexor) was changed to morning side, I thought it's because of chest getting cheaper make, but was still moderate release and a tablet. Then it was capsules and called vensir to slow release. I saw pharmacist he said its not us it's on your prescription. So I went to the doctors. Saw my gp she looked and said it wasn't her and no one had signed anything to confirm a change, she thought was still venlefaxine and looked on my repeats and someone had changed it but no one knew who. She switched it for me, the following fortnight it happened again. It's like the computer systems allow changes like that which allows changes but unlike in handwriting form where there's a paper trail to who did what this has that loop hole no responsibility lying at whose ever feet did it.I could at times manage to get my gp as original reception remained now the last one retired it plain pot luck. I'm no longer on those tablets managed to get off them tried various others since and hoping to see gp of I can this week.
I understand how you feel, I put off ringing too but you really need to get to the bottom of who's altering medication. Best of luck with it 🤞
One further thing, if the insomnia meds are for eg Zopiclone or nitrazepam the gp I've had experience of just cuts without notice. My gp said its their bosses clamping down on these type of drug being prescribed and wants patients weaned off. Happened to my mum and my friend. I am still on Zopiclone and wish I wasn't so after a short stay in hospital their pharmacist said far safer things available now to the gp and to see her to discuss it so that's why going to try get in.
Both of these drugs have the potential to cause addiction as you probably know, but honestly there is no comparative alternatives other than antihistamines and herbal stuff. Best to stay away from the Z drugs and benzos although the GPs appear to think they are the devils invention and stop them willy nilly.
Yes, I've cut down to half (3.75) Zopiclone and 50 mg Quetiapine. Managed to get off Diazepam when gp stopped my mum's sleeping tablets. I've tried every 2nd day since heart attack but gp said didn't want additional stress on me as a lot going on and to have heart/angina? under control and then work with me. I just can be awake 3 days at a time if don't take it. Not sure if notice any other withdrawal symptoms on top of that. So I'm hoping maybe the ingredient in the antihistamines that causes drowsiness may work, can't think of the name of it or melatonin, don't know if gp can prescribed it though. I tried nytol had no effect though.
You could try Mirtazipine as its an antidepressant usually prescribed for anxiety and depression in 30mg doses, but it is used off label for insomnia in smaller doses. I was on them for 6 months and 7.5mg (quater of one tablet) zonked me for the night. They are heart friendly as well.
Yes I've tried that when I was coming off veloxatine, I was on 300mg venlefaxine reducing by 75mg fortnightly and when I got to 75mg the Mirtazapine 15mg was added. It was doubled when I got to 37. 5mg (meant vensir venlefaxine) and I was getting nightmares and hallucinations. Was fantastic for mood but when I switched completely to Mirtazapine and off venlefaxine my hands started swelling too and got water retention. I stuck at it for about a month but couldn't tolerate the hallucinations and nightmare. Shame as we're fantastic for mood. So now on no antidepressants as dulixetine gave severe side effects. too and citalopram too..
I found 30mg of Mirtazipine did not suit me either and caused hypersensitivity to for example noise! a loud motor cycle or a car bumping over a loose drain give me an electric type fright and I am not that way normally. I found the 15mg reduced to 7.5mg very good for sleep with none of the above symptoms. Most other antidepressants did nothing for me so I just gave up trying them. Still occasionaly take a diazapam if I get anxiety but they too have a bad press at the moment despite the fact that the worked for a lot of people. Read drugs .com valium ratings reviews and it will give you an idea. Some of the newer drugs favoured by the medical profession are more dangerous and carry more side effects and as much dependency issues. It is the idiots that abuse these medications for recreational use that has them so restricted. Might be worth a chat with your GP.
Yes I found Diazepam worked too. I will see if she will switch things. If Mirtazapine is suggested again I'll ask if can take half as in 7.5mg. Thank you :-)I've seen people outside the hospital abusing how to obtain pain relief, I was astonished, What got to me was they actually succeeded whereas my other half was left in agony and discharge ended up back in days later. Thankfully under the right team just wrong ward. Saw them giving out paracetamol for broke bone, physio was shocked and went to sort it out. So broken, I've been luckier, think cardiac related depts whilst inpatient are so much better with care than most others. IBD team are excellent.
Hi .Complain In writing to the Practice Manager.If any receptionists are getting above themselves it will give back up to any disciplinary action due ! We all hate complaining but if we don't bad practice continues .I have complained twice re GP receptionists and to be honest the Practice Manager seemed to welcome my in put and was very supportive .
I really understand your feelings, I've had a similar experience, more than once. I consider myself a strong person, well able to advocate for myself, but get quite anxious when I have to ring the surgery.The most recent episode resulted in a phone call to the Practice Manager, who listened to the recordings of the phone calls. Also in our surgery all contacts are on the patient NHS app, but it obviously depends on the person who documents it. I proved this person wrong as she said I had told her that I had Googled my symptoms, when in fact I was acting on my doctor's advice to get in touch immediately if I developed these symptoms as it could indicate I was developing a life threatening condition as a result of medication I needed to take.
In my area there is PALS when you need help with something to do with a hospital, and there is also the Integrated Care Board PALS for when the problem relates to a GP surgery
It seems a very sensible advice, to discuss the issue with PALs first. They were set up to help resolve issues, before patients resorted to a formal complaint.
I have read most of these replies and wonder if the receptionists’ (as the first contact for us) have sometimes been directed to give us decisions we don't like.
For instance, where the GP or pharmacist has changed pills to a different generic alternative, or the GP suspects a drug dependancy, the receptionist might have been instructed to give this news when a repeat script is requested, Of course, it would be much better if GPs gave this news first, but (as we know) GP time is very precious.
I don't know if this is the case, but if the GPs do this they are very wrong, no matter how busy they are. Any changes, especially if a drug dependency is suspected, should be discussed with the patient, and the doctor should be the one talking to them, not someone who is not qualified to answer questions.Our practice says "Our receptionists are highly trained....", but I'm afraid that is not the case in my experience. The level of training they get cannot qualify them to make judgements on what constitues an energency.
I have known GPs to ask a receptionist to give certain information to a patient (eg if one generic drug is swapped for another equivalent) I agree they are not trained to make decisions on emergencies.
Also i like your mention of PALs, who can become involved constructively, when patients are unhappy about a service issue. It can avoid escalating such issues to a complaint.
I really feel that the doctor should be the one having that talk, for example my niece always has to check that medication is lactose free. One brand may be, another may not. A receptionist would not know that, and the doctors forget.So, potentially this scenario; dr tells receptionist to phone patient with a message, receptionist does so, patient asks a question, receptionist can't answer, receptionist asks doctor, doctor looks it up, and either tells receptionist to ring again or dr has to do so. The doctor could make a quick 2 or 3 minute phone call, job done.
Thank you for agreeing about PALS, they are a useful service, they can advocate for the patient and nobody has upset or angry feelings to deal with at the time.
if you manage to get an appointment to see a Dr then invariably you are the only person in the waiting room. These rooms used to be packed with patients
I will endorse what others have said. You should make a formal complaint about how you have been treated. You can either complain in writing direct to the Practice Manager and your complaint will be dealt with in-house, or if you feel sufficiently strongly about it the to the local integrated care board (ICB) which should mean the practice will have to give it more attention . More on NHS complaining here
Change GP practice. I stuck with a very poor GP practice for years - I thought they would all be the same ... eventually I took the plunge ...and what a difference...
I know that feeling so well. I’ve had a really bad anxiety attack at having to try and deal with my gp surgery. When it was really bad I got my daughter to speak with them on my behalf. But as I improved in my confidence after my heart event I spoke with one of the doctors and explained the anxiety contacting the doctor surgery was causing me. That helped as I think he put something on my records that I had anxiety. Good luck.
Ps, I went for counselling after my heart attack and am now on sertraline for generalised anxiety. Both of these helped me get my confidence back so I am now usually able to deal with the stress of contacting the GP.
Go in to the surgery thats what i did and confronted karen hiding behind the window and i asked to see her medical degree on hearts she told me she didnt have one so i asked her how can she decide what is right for me she didnt answer but i never phone now i always go in now for a appointment and get one
So sorry to hear about how badly your being treated by your GP receptionist, really not on.I don't know if this will help but if you're surgery has a practice manager I would definitely speak to them and be clear about how you feel about the treatment your receiving from the receptionist. If you're unhappy with their response to your valid concern tell them you'll be escalating the matter further.
Stay calm throughout because if you're happy with your current GP the last thing you'll want to hear is them saying it advising you to find another GP surgery.
Hi I have been reading this thread and to be honest I am horrified at the way some of you have been treated by your GP's surgery. I had one very bad experience after my transplant when the surgery I had been with for 54 years refused to prescribe my imunosuppresants I never found out why, my transplant nurse and consultant could not believe it either. I was too ill and stressed at the time to do anything about and for the first time in my life I changed surgery. Every one working there are lovely, the receptionist's are amazing any time I phone they are so helpful I am prone UTI's they deal with it there and then and I can start straight away on antibiotics. If I feel I need a Dr they phone within the hour and either give advice or more often just tell me to come down as soon as. They are so nice that I don't like to phone and bother them 😂.Nothing is done online always by phone ( maybe it's a Scottish thing?) and I can always get through. I feel really lucky to have a surgery like that, I hope it doesn't change. I am the type of person that can't seem to challenge anyone I would be too scared to complain.
I hope you get everything sorted out with your Meds I cannot believe a receptionist can just basically change meds that is shocking. Take care char x
Hi, I have experienced what you have described....I demanded to speak to someone who is about the receptionist...I then asked her if we could go somewhere private to have a conversation...I told the office manager about the way I had been spoken too by the receptionist and not to put us all in the same box....I then told my doctor at my appointment that I had reported the receptionist and the doctor reply was if you don't tell us what's going on out front we don't know about what is happening.... I've not had bad service since 🤞🤞
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