If I die it will be your fault

[@antoinedodsonsbandana5856]

I agree that no one should ever be abused at work. However, in my experience, I have also encountered a few incredibly rude receptionists (who ruin the image of all the great receptionists out there). My complaint about the receptionist was not taken seriously by my GP practice. I think GP practices should ensure that their staff are properly trained and re-train them if necessary, particularly if they are rude to the patients for no reason.

[@ChristianGibbons777]

What’s GP ???

[@matthewgrant2785]

To be fair they're all equally miserable

[@bethoverton3290]

@@matthewgrant2785 after you have done the job then you can have an opinion

[@hklovejoy]

@@ChristianGibbons777 General Practioner, i.e. your local doctor

[@hklovejoy]

@@bethoverton3290 I have done and would have been sacked if I'd ever been so dismissive and rude.

[@shaunteasdale6613]

Seriously ill and worried people are constantly being given the flick off when trying to get an appointment … Can’t get through on the phone, can’t book an appointment, lack of face to face appointments.. and the front line staff sometimes don’t help matters over the phone.. I don’t agree with people being abused at work but the GP practice system is completely falling apart.

[@FroggySquishmallow14]

I had an incident a few weeks back where an elderly patient jumped the queue. I tried to remind him that there was a queue and he tore into me! Told me he was more important than me and deserved to be in front as he had an appointment. He then told me he was not waiting outside and walked straight in. Broke all the covid guidelines set out to keep everyone safe. Was rude to the receptionist! She was absolutely lovely to me as I was so upset about the way he had just spoken to me. She informed me that this is generally the problem with the older generation. They refuse to wear their masks properly, refuse to wait outside, demand to be seen... when the nurse came out to me the old man tried to stop my appointment going ahead! I would never have believed how bad it was now in GP surgeries if I didn't see it with my own eyes!

[@ChristianGibbons777]

GP ???

[@FroggySquishmallow14]

General Practice surgery or Doctors surgery.

[@sinnyozzy]

Intelligent human being refusing to comply with communist dictates! Might be because they are old enough to remember where all this leads to!

[@happyguy201]

Excuse I work in retail at Primark and always prioritise our elderly, disabled and pregnant customer's. We even let them in when we had outside quening system for covid restrictions. I have seen other retail shops do the same as well to their vulnerable and elderly customers. They are NhS they are supposed to be helping People especially vulnerable ones not make them wait longer outside in the cold and rain. My mum is 69 years old and has diabetes (31 years) heart problem, arthritis and other underlining heath issues and also has a walking stick and due to arthritis she cannot stand long in queues and if they treated my mum like that I would go mad at them as well as that is totally unacceptable. Say for instance if this elderly man had health issues and they made him wait outside in queue to see a doctor and something happened to him due to this would they be responsible?

[@pluna3382]

@Happy Guy I see you're willfully ignorant to just not consider the possibility that the elderly man's selfish actions could just as easily endanger those around him. Even not considerate covid, did you even consider that his treatment isn't any more important than everyone's else's? You keep defending the rude man yet not any of the other patients? Instead of allowing the process to run smoothly, you're justifying all the stress and disruption that's delaying everyone else's treatments. I'm sure you do good work but attempting to equate retail with clinical practice is naive and narrow-minded. You aren't promoting people's health by enabling selfish and rude behavior. You aren't advocating for better behavior by fingerpointing. This isn't some childish debate of "they did it first". The sad reality is that there are much too many patients that ruined their health and think they are entitled to get their way at the expense of others. These people will only do much more harm to others than they will to themselves.

[@JP-gz3vc]

Thank you for taking your time to make this video, couldn’t agree more, absolutely true.

[@rajesbala1876]

Thank you for posting this to explain the abuse towards to the staffs at the GP services. My GP is a good woman and helped me a lot through a telephone calls. The staffs are wonderful with kindness and sincerity towards to old people like me who need attention from their GPs.

[@happyguy201]

That's good and so are few in my gp that are nice but trust me most nowadays are very rude dismissive and don't do job properly. Doctors are misdiagnosing patients regularly now. They are getting paid slot of money from public not to get treated like crap.

[@fredgaskit]

Thank you for posting this video and highlighting this issue. Unfortunately abuse of others is still widespread not only towards NHS staff but others too I.e. shop workers, transportation staff, emergency services, M.P.s, teachers, in sports etc... its going to take time for society to change their attitudes towards others but this video us a positive step on that path.

[@happyguy201]

But alot of NhS staff are very rude and doctors are doing misdiagnosis nowadays slot and getting away with it.

[@pluna3382]

@Happy Guy That does not excuse the abuse the staff receives so much more frequently from patients. Just walk into any pharmacy or doctors office. It takes less than an hour for one patient to demean thr workers and be selfish and inconsiderate of what is and isn't possible. But I guess you would rather constantly paint the other side as rich and reckless to fit your narrative. Patients get to voice their opinions all the time with very little consequence. Think about how easy it is to bad mouth others to deflect why your health is so bad.

[@happyguy201]

@mattaddison1910 how would you feel if your Ill mum was met by a rude GP receptionist? You would probably knock them out.

[@happyguy201]

@@pluna3382 so what is the excuse for those patients that die of medical negligence? What is the excuse for those rude nurses throwing about and shouting at patients? There shouldn't be an excuse for patients or their loved one to be angry when someone is Ill and staff not doing there job s properly so we should all accept NHS staff rude and and bad behaviour which even at times leads to deaths. So what excuse do these healthcare workers have when they abuse our loved one in our absence when they shout and throw them about in our absence? What is there excuse and justification?

[@happyguy201]

@mattaddison1910 you clearly have not had bad or any negligence experience as I have.

[@mindpond9583]

This is the same in Australian GP clinics even now, we are so busy and no appointments available and my Reception staff are carrying the burden of the abuse. Well done on making this post.

[@mieke223]

In Tasmania and WA this isnt the case at all... no problem getting an appointment at all!

[@Knee-JerkReactor]

Maybe you should ask yourselves why people are being rude and aggressive. Maybe it's because the service you provide is woefully inadequate and that you seem to care more about yourselves than the patients. Any attempt at offering criticism is met with priggishness, self-righteousness and the perennial, smug response: 'I'm sorry you feel that way'. The NHS exists to help the public, yet your arrogant unwillingness, so beautifully illustrated in this video, to do anything but protect your own health and your own egos, is precisely why people are frustrated with you. If working for the NHS has turned you into one of the sad victims in this video then perhaps you should find something else to do and make room for people who actually want to do the job. All you do is complain about us. And we're told to applaud you?!

[@antoinedodsonsbandana5856]

I couldn't have put it any better myself!!! 😍😍😍

[@trevorlee7370]

People with serious illness including Cancer have been abandoned because of 'Covid'. How do you expect some patients to react?

[@Masterlonk9]

I have managed 2 GP surgeries over 6 years. This problem is NOT as a result of Covid. Please don’t try and find a way to justify this appalling behaviour.

[@trevorlee7370]

@@Masterlonk9 So why is it? Be careful with your answer, I am waiting for treatment and know what I have been told.

[@Masterlonk9]

@@trevorlee7370 Let me preface my answer with a couple of things; 1. GP surgeries and hospitals are separate entities and we have very little control over hospital availability. 2. I can’t speak for every surgery - some are better than others, I can’t deny that. But.... Having said that, here are some observations; 1. Patients are a lot more entitled than they used to be. An old receptionist was reflecting on how unbearable the job had become over the years. I asked why, and she said the patients were on average a lot ruder and more unpleasant than they used to be. Less grateful, more entitled, much more toxic. Not everyone, but a growing number. 2. GP funding has been dramatically slashed for years. With average uplifts of 1 % for around a decade, which amounts to a very real pay cut when inflation is factored in. Combine massive funding decreases with patient expectation increases and you have a very potent cocktail. Did you know that a GP surgery receives around £90 per YEAR to provide you with as many consultations as you require. A single GP consultation costs around $100 + in the US. Money is very tight and resources need to be managed carefully. A patient can’t demand a GP appointment when a consultation with an alternative clinician - such as a Nurse Practitioner will suffice. This is not private healthcare! 3. Andrew Lansleys healthcare reforms were a disaster and created a fragmented healthcare system, with lots of frustrating service gaps for all concerned. The government is now in the process of reversing his legacy. I don’t want to make excuses for unsatisfactory service, but nothing justifies the level of abuse I have observed in my time in General Practice. It makes me sick and angry to think about what our staff go through and it has to stop. If a patient is unhappy with the service, there are appropriate channels to go through, such as a complaint to the practice or NHS England. There is no justification for manipulative poison such as ‘if I die, it will be your fault.’

[@trevorlee7370]

@@Masterlonk9 I wasn't pointing a finger at GP surgeries or receptionists. Hospitals have stopped seeing patients, pure and simple. There are now over 5 million on waiting lists, some are dying as they wait. This has even been reported in MSM although they don't make too much fuss about it like they do with these new fake variants.

[@Masterlonk9]

@@trevorlee7370 this video is specifically about GP surgery receptionists. The principle applies to the treatment of any reception staff in any sector. But this video is created by people who work in General practice. Like I said, GP surgeries and hospitals are separate entities. We refer onto hospitals, but have no control over their resources or availability, so I wouldn’t want to comment on what is happening in hospitals. I can only speak for General Practice.

[@dinosaurnews125]

Great video, this is an issue that needs highlighting. So many people are unreasonable when it comes to their health and think they have a right to treat staff with disrespect.

[@happyguy201]

Well I kind of agree with but don't forget that there is quite alot of NhS neglegiance cases as well but very difficult to find doctors who neglect to convict because they are well backed and covered up.

[@happyguy201]

@@myrabeveridge408 same here my and my family have aswell. There are some staff and hospitals are good but most especially my local Newham hospital in east London is gross. I work in retail full time and pay my taxes and our shops provide better service than these highly paid nhS staff these days.

[@docastrov9013]

They are evil sociopaths.

[@DarkLumiya]

i work for customer service for a very large company for the UK market I have never before come across a more entitled, spoiled, racist and rude people in my life. The irony is that the stereotype of the British is that they are "polite" when in reality they are far from it

[@reviewer-iz6ed]

You are absolutely right! We are all those things, but why are you here if you hate us so much????

[@timdeakin2524]

All British?

[@patient8952]

How many peoples are you comparing the British too?

[@happyguy201]

I'm sorry you are comparing rude customers to so called rude patients who are begging for their lives for treatmen and be seen by doctor. There's a big difference between a rude customer ( I experienced as I work in retail) and a patient that needs medical help and I have experienced from very rude obnoxious staff and incompetent doctors at my surgery and and local hospital. It's silly to compare a rude entitled customer to a patient who is at life and death situation. Good your not working for NhS and hope you don't as you are at least one less person working for a public health service without empathy otherwise like the rest you would contribute to bad service to a patient.

[@Jaya365]

I think you are the racist, you brand an entire nation of 66 million people as being racist and rude, when I imagine you are dealing most of the time with people that are probably fed up with the treatment they have received by your company thus far and are having some financial pain. Perhaps you want to look at yourself first and maybe get another job that makes you happy, I would probably avoid ever coming to the UK too if you feel that way.

[@Missme187]

I work in primary care as a medical receptionist I wouldn’t wish this job on anyone it’s demoralising, stressful we receive so much abuse and are told to think about it from the patients perspective whilst being threatened by them. It is wrong on all counts, it’s just like a person, going into a store and threatening everyone being aggressive, condescending and rude and still getting full service and not one thing is done to the employees who’s effected by them like our job means we’re okay to be abused. I hope this video highlights an ongoing problem we face every single day!!!

[@happyguy201]

Not saying it's ok to abuse but alot of NhS staff need to sort out the attitude which puts off so many patients. Alot of NhS staff are very rude and don't do job properly. Doctors now are misdiagnosing people and get away with it.

[@za-music]

If you are like the receptionist at my GP practice, every complaint is due. You keep on complaining in a situation of extreme negligence by NHS. You forgot you became private exclusive clubs, since covid, people are constantly let down and the number of claims for negligence is skyrocketing.

[@patient8952]

A receptionist over-ruled a Consultant who wanted a field of vision test to detect tumor regrowth, stating to the patient:'You do need a field of vision test'.

[@robholden3994]

Interestingly 2.1k views of this and only 2 comments !? As someone with a recently diagnosed illness, I can only say the reception staff I've dealt with have been great. Could it be because I treat them with respect, they do the same back?? Just a thought.

[@Matt_Gaughran]

Not at my doctors

[@happyguy201]

It's great that you experience great service and help but please put yourself in the shoes of those who have not or didn't receive great service from their go or hospital. Alot of staff are very rude.

[@robholden3994]

@@happyguy201 reception staff are human too so that will be the case, but they are in an impossible situation as they can't give appointments out that don't exist, have to explain to virtually every incoming caller why they've had to wait so long to get through!?

[@happyguy201]

@@robholden3994 not just about appointments I understand that as if it gets any worst than go hospital that is another option I take that. What I am saying is that apart from few receptionist and two doctors at my GP (the only reason why I believe our gp is open other wise should close down) are very rude and alot of their attitude stinks and other doctors are incompetent and misdiagnose whether face to face or by telephone which makes it more worst for patient. My local hospital is even worst and they do the same aswell. My friends mum passed away just last year before pandemic after they gave wrong injection whilst she went in ae for issues that should have been sorted and back home but now she is in grave and doctor is still therr after temporary suspension whilst they admitted that wrong injection was given. Im sorry you are getting upset by people complaining because their life was put at risk or loved one taken by people who was to help but you have not been in that situation have you. That is why people are complaining. I am happy you got treatment and and are happy but others aren't and every right to as people's lives are not messed around with. So let me ask you this, if you are in ae waiting room and one relative of a patient's comes out screaming at staff because their loved one died that day due to medical neglegiance would you than defend the staff by saying oh I always receive great treatment from NhS thank you you are great and helpful would you say those stuff infront of a grieving person?

[@nikkih9441]

Only yesterday I had to call the police to have a patient removed who was threatening our staff. Its abysmal - share this video far and wide 👏👏👏

[@marionfitness5509]

Good.

[@UserUser-ww2nj]

@@marionfitness5509 what does good mean . Does it mean good you called the police or good that the patient was abusive?? More than just one word clarifies things

[@marionfitness5509]

@@UserUser-ww2nj that you called the police.

[@UserUser-ww2nj]

@@marionfitness5509 O.k , thanks for your reply and your response to the video. People who abuse the receptionist and doctors should be very ashamed of themselves, they dont know how lucky they are to have the NHS

[@marionfitness5509]

@@anxiousAF you are one of many, many people who need treatment and can't access it. That is not a passport to treat staff like rubbish though is it?

[@baglady1974]

Thank you for this. This past 12 months has been so difficult. We go above and beyond to help our patients and always will. But it’s soul destroying when we get the abuse we do 😢

[@jschreiber6461]

Many clinical staff are absolute angels. Unfortunately among them are a lot of jaded demons that have begun to not care or even derive pleasure out of the power of life, death and pain they wield. These demons ruin it for everyone and bring the profession into disrepute.

[@baglady1974]

@@jschreiber6461 hi, yeah I understand there are bad ones. I remember a midwife I had when I had my first child, she was awful and rude. But fortunately the only one I encountered like this. The thing is, the reception staff get the abuse for anything that goes wrong and probably do see it as our fault. Myself and my work colleagues really do our best to help, sometimes at the cost of getting told off for going against rules, and we work long shifts with only half an hour break and sometimes if we’re short staffed we may struggle to get that, on minimum wage. If we’re seen with a drink at our desks, which in lots of cases ends up cold, we get slandered for it. So it’s not just lack of appointments or medication not being ready because it was ordered late, it’s down to the tiny details. God forbid we dare to laugh, then we are stood talking 😯 can’t win really. But we have some lovely patients, who are very understanding and polite. I guess there’s just good and bad in everything. And I know Nhs staff aren’t the only ones suffering abuse. Retail staff, police, school staff. I just think people need to try to be kinder. 💗

[@quagmiremusic6250]

You go above and beyond yet people can't get to see a doctor 🤔

[@baglady1974]

@@quagmiremusic6250 people are seeing drs. We’ve got 7 drs and their clinics are always full by 9am. Some are phone calls, some are face to face. Everyone in the go surgery has worked their butts off all through the pandemic to the point all of our own health is suffering. So all the abuse is a real smack in the face. I know there’s no point me saying all of this though because people only believe what they want to and don’t see what goes into running a gp surgery. Fortunately many of our patients are lovely amazing people who are understanding and they are the ones that make the job worthwhile.

[@quagmiremusic6250]

@@baglady1974 your clinic is a one off, at mine you have to have a telephone consultaion

[@birchwoodracing]

I agree that nobody should be abusd at work, but Drs receptionists are badly affected with Hubris Syndrone and many have an attitude problem and lack training in even the most basic customer service skills. It takes seven years to train a GP and seven minutes to train a receptionist that they think they are a GP.

[@sinnyozzy]

Amen!

[@chloen.7667]

@@rachelsaunders7409 You are the problem! A failed nurse who can only work as receptionist. As a female patient I am sick to death of both the attitude of reception staff and practice nurses as a whole. Even if I can get through and 99% of the time I cant, you aren't interested in my ailment just to get my in for a humiliating and degrading cervical screening test. Not because you are remotely interested in my health but so you get your bonus for your screening targets YOU are art of the problem! Listen to yourself lady......

[@Alan-hq6ei]

There’s a lot more than you think to being a GP receptionist ya know.

[@birchwoodracing]

@@Alan-hq6ei that's what you think. Compared to my day job it would be a doddle.

[@oliviagornall8653]

Half the stuff we do and rules we follow are set by the GPs themselves not by us. No amount of training will change the way we have to work, for eg asking you what you are asking for an appointment for, we get asked to do that by the clinicians so they know the issue before seeing you and to get prepared. It’s also so we can get you with the correct health professional. If we have a GP that is more specialised in dermatology and one more into heart and chest and you had a sever skin condition it would help for me to know so I could put you with someone with more expertise. Rather than you being unhappy with the result of your consultation and having to come back next week with the same problem wasting another appointment that would of took 1 with the correct clinical staff member.

[@patient8952]

I wonder how many patients have been turned away by receptionists, died or suffered preventable harm, and it has never been officially recorded?

[@peterthorpe2158]

Much less than in the home - fact. The main problem is patient patience and their impression of having a God given right to be abusive to whoever upsets them. Young children who don't get their own way and express themselves with tantrums springs to mind .

[@patient8952]

You dont know do you?

[@patient8952]

To establish the facts of the matter, all calls to GP surgeries should be recorded. This would also double up to provide evidence of patient abuse.

[@sinnyozzy]

AMEN! They point blank refuse to see my vulnerable mother face to face and intimidated her when she said she'd like a second opinion! Sickos.

[@pluna3382]

@Patient You don't know anything either so I don't know why you're being judgemental. Here's something. Not every patient is a good person and are sadly the cause of their own poor health and will continue to misbehave until it ultimately kills them. You can have the greatest health care team in existence but you can't save these people nor should you let them hurt the staff or the patients. Sadly, people are always quick to blame the staff for why a patient succumbed to their illness yet hardly ever question that maybe it was the patients fault. No one ever wants to hear the side of the staff. As soon as they voice their perspective, they're instantly shot down as selfish like you people are doing right now. It's a damned if you do damned if you don't situation. It's no wonder they become emotionally drained or worse, snap.

[@curiositatibus2846]

For decades GPs have been complaining about their lot; always overworked and under-paid. Don't be fooled by the BMA campaigns. The BMA is the most luddite trade union in the UK. GPs have always resisted change or improvement. Because modern GPs got into medicine with high academic school grades, this doesn't mean they are any good at managing the services they provide. Somehow many think because they were bright at school science they will be good at everything. Sadly, as only a minority recognise, this doesn’t easily translate into organisational management or good service delivery. From the moment they entered medical school doctors lead a somewhat charmed life. (About a decade ago, at one northern medical school, the students complained about having to write two essays in one year!) They have an NHS career progression which usually guarantees a job for life. It requires real incompetence to be struck off. The salaries are so good many can afford to work part-time and, when they retire early, they end up with decent pensions. For the majority of their patients such privileges ended in the 1990s. For twenty years it has been clear the outdated model of GP care is not fit for purpose. There is very little oversight of what modern “family doctors” really do. As practices are run as independent businesses, money soon takes over from good patient care. In our local GP practice the implementation of IT has been so poor one half of the practice doesn’t know what the other is doing. Anyone who has run a professional service delivery business knows that if its staff are miserable then their service delivery will be equally miserable. So why the misery? Are doctors any good at managing the services they offer? It would seem not. Do they have any idea of what the patient experience is like using their current set ups? Probably not. Do they welcome reform and improved operational management - not according to many of my friends and colleagues working in hospital medicine, picking up the overflow from GPs. From the receptionists through to the doctors our local surgery (in a very leafy middle class area) exudes depression and misery - rather like British Rail of the 1970s. In contrast our local hospital, from x-ray to specialist care, radiates warmth, competence and friendliness. What a positive contrast from a decade ago. At one time GP land was cheerful whilst hospitals were miserable. Many in the NHS reject the involvement of the private sector because profits are drained out of health resources. They are quite right. So why is the primary care system run through so many small, mediocre, miserable isolated contractors? Does anyone know what they really do? It’s time the GP contract was torn up and mediocrity replaced with a well-designed primary care clinic system, integrated with local hospitals and social services. If GPs don’t want to work when patients need their services, replace them with a decent GP shift system with proper oversight and control of primary care delivery. The government should be able to design primary care without a constant battle from the luddites in the BMA. I have many friends and colleagues who are over 65 and all wonder what GPs do these days. How on earth proper medicine can be provided with actually seeing and touching patients is beyond me. What on earth is receptionist triage? From my experience they have no medical training whatsoever. This is unacceptable and they have been put in an impossible position by the GPs who are very good at hiding behind them. The stresses and strains of GP land show a broken system. Patients hate the way services are now delivered and, so it would seem are the GPs. Bigger salaries won’t solve the problem. On the contrary it will facilitate even greater part time working. Given the widespread patient complaints it would seem that GPs have become very good at blaming everyone else other than themselves for the failing service. I’m sorry to say the BMA needs to stop GPs from a quasi-work-to-rule and encourage a root and branch reform of primary care delivery. But if the BMA had happy doctors it would lose members, so perpetuating failure seems their only way forward. They have much in common with the RMT.

[@sandilobianco6734]

Curiousitatibus, We’ll Stated!

[@christinebrunton6254]

Having previously worked in general practice, I can tell you now that the questions the receptionists ask you are what their bosses, the GP'S, have asked them to find out on their behalf, so stop the abuse of reception staff and take up any issues with the management!!!!

[@reviewer-iz6ed]

you are right, they have to triage patients and are not trained to do so, put under pressure by the doctors and managers, who hide behind them.

[@timdeakin2524]

It’s correct what you’re saying, but it also proves the point that the NHS hides behind its staff!

[@simongreasley8643]

@@reviewer-iz6ed many are trained to triage and do a fantastic job.

[@patient8952]

What is an acceptable level of harm?

[@antoinedodsonsbandana5856]

Perhaps the GPs should make it clear that this is their doing then? No one deserves abuse but the GPs need to make sure that the receptionists are polite and helpful (and many are very rude). Also, this video is implying that all receptionists are angels, which is just not true. Receptionists should tell patients that they are only doing what their bosses are asking them to do but instead, many receptionists start acting as though they are doctors themselves, which can annoy patients. No one ever deserves abuse, but I think in a lot of cases, GPs need to offer better training to their staff, particularly the receptionists.

[@sophiewestwood8544]

It is not acceptable to abuse staff at any work place. All the people attending the doctors are vunerable to varying degrees because they are ill and worried about what may be wrong, surely someone saying "if I die it will be your fault" are the words of someone that is desparate and scared? I think the question should be what is driving all of these people to behave like this?

[@SubjectRandom21]

We need more context to fully understand the situation. To give a one-sided account of events is not enough, both sides should be heard. Why were people rude/disrespectful? Is it because their lives have been messed with? Two sides to every story.

[@sinnyozzy]

Spot on.. these people have only provided one side, totally biased and unprofessional.

[@fafamiss5627]

Agree, I’ve heard many story about how the receptionists’ irresponsible treat to patients which lead to serious troublesome to the patients. Who should take this responsibility? I think probably not the receptionists at all, but the faulty system itself…anyway, I hope both could be more respectful to each other.

[@pluna3382]

@Sinead Marie Just because one person shares their side of the story doesn't make them selfish 🙄 They share, guess what? Their perspective. Why the hell are you guys suddenly thinking they can mind read and know every single patient's mind? Everyone hears patients bitch all the time, but health care workers are not as commonly heard. The fact that you people can somehow warp this well intended message about respecting people and make it about yourselves is really telling of who is neglecting who. If you think every rude person has a "good reason" you are beyond naive. Some people are just awful because they are.

[@Matt_Gaughran]

It works both ways. Reception staff have to treat their role as customer service. If they answer upbeat and positive and the patient is rude that’s fair enough but my doctors have rude receptionist and it’s not correct to say it’s a hard job because I work in a call centre and receive abuse daily but you have to be positive and happy with every fresh customer

[@CrazyOTHfan]

Maybe you’re rude.

[@Matt_Gaughran]

@@CrazyOTHfan hahaha 🤣 aren’t you rude replying that? Because I understand what’s rude and what’s not rude and I know I’m never rude to anybody

[@Matt_Gaughran]

@@CrazyOTHfan how did you feel after this reply? Just curious 🤨 are you secretly the receptionist at my doctors trying to out me on KZbin comments....

[@CrazyOTHfan]

@@Matt_Gaughran oh yeah I stalk your life, no I’ve dealt with people and seen people be extremely rude and think they were absolutely fine, screaming, throwing stuff etc. I’m saying maybe it’s you.

[@Matt_Gaughran]

@@CrazyOTHfan I’m saying it’s not and don’t presume because that would be an uneducated way to behave. Take care Corinne hopefully you can find someone else to try be rude too.

[@stephanieroutledge3415]

I know how hard it is and frustrating not being able to get through to the doctor, or even to speak to one. But is does not give anyone the right to rude or threaten those who are working at the surgery or hospital. We are all in the same situation , some are in worse. IT DOESNT COST ANYTHING TO BE KIND OR BE COURTIOUS!!!

[@ChristianGibbons777]

Actually it costs you your life! Especially if, you’re busy being courteous & not being cared for yourself, especially if, you’ll die within the time required to treat whatever might kill you, by being courteous.

[@antoinedodsonsbandana5856]

I agree with you, but I also think that some receptionists are very rude and unkind. GP practices need to make sure that those rude ones are retrained.

[@doitthebiblicalwaytogetbib3966]

You are right. But my case is different. It's From start to end being mean to me. Let me give you an example. I registered on the week ending 19/06/21. Following week I called and spoke to this angelic receptionist. Everything was sorted. But not anymore this time. I'm heartbroken. Although my pastor is trying hard to cancel me still it doesn't change much because each time I deal with this woman I am left with scars . I feel bullyied

[@happyguy201]

Being kind and courteous whilst being dealt with by rude staff or not getting right treatment you need can cost you your or your loved ones life.

[@za-music]

Being courteus about medical negligence? People actually die of bad healthcare and most doctors don't give a damn if you are in pain 24/7. Then they complain if, after being treated carelessly, the patients get angry at them for NOT EVEN TRYING to do their job.

[@sallyvaughan8845]

How dreadful that this is what staff on the front desk experience when they have been working so hard throughout the pandemic. This has to stop.

[@sandrafoxley735]

try providing a caring service and use a booking system like years ago instead of all this ringing at 8.a.m with every one else doing the same - and then after half an hour if you do get answered told all the appointments for the day are full, try again tomorrow!! That is why A and E hospital departments are always so full. These days you are better off dead and out of it for all any one cares or bothers.

[@sinnyozzy]

LOL and they act like they can't figure it out!! A decent booking system would be a fine start!

[@za-music]

For British GPs everything is a "patient's fault". They don't listen to patients, they do not care about pain... they go to work to get their wages without doing their job. They dismiss any complain as "rudeness" even when they let down patients . After 5 years fighting against NHS GPs I can say there's no trust between patients and GPs and It's not going to get better. YOU GPS SOLD IT OUT. And it's disgusting having to pay taxes for such a low level service and then see NHS doctors ask for more money. Ridiculous. The are trained to be intollerant with patients stress, to consider any critique as rude and to be superficial and vague. PATIENTS are the victims, and a video like this after the last few years of systematic negligence is an OFFENSE TO YOUR PATIENTS.

[@deborahbarnes8377]

A lot of surgeries are badly organised even before covid. The lack of communication and monitoring leaves alot of patients who are already not well feeling, uncared for, dismissed,and in some cases blantly lied to. The NHS service deals with the lives and well being of people and their families. so is no flippant matter. A lot of the time staff are untrained or don't listen or dont care. In my experience this pushes patients to frustration and anger. Maybe the staff should have a serious talk with the practice owners re reasons why thier patients are reacting this way.

[@hklovejoy]

I guess this explains why we have to listen for three or four minutes to the angry voice telling us the dos and don'ts of being a patient when we call a surgery, before getting any further! AND exactly what qualifications do receptionists have in order to "screen" calls? Whether they like it or not - or even realise it - we pay for them through our taxes and are therefore clients as well as patients.

[@rachelsaunders7409]

Hi, I am a receptionist at my local GP practice. Not only am I a registered nurse I have also done 2 seperate years training for my receptionist job. Learning the complex system, basic medical terminology, how to speak to patients ect... So receptionists are trained and we are constantly learning new things every shift! I love my job and wouldn't change it for the world. I just want to comfort and care for the patients. The relationships I have with some patients are so lovely. I hope this clears up your misconceptions that we are all miserable untrained useless people?

[@rachelsaunders7409]

One more thing to add - It is a legal requirement to have an outgoing message on the phones. It annoys me too when I call my surgery but we have no choice sadly. I'd love to be rid of it to make access easier. Sadly it's not up to the receptionist to change.

[@Jaya365]

The senior partners should be bearing the brunt of this, they are the decision-makers and have brought in this practice of making untrained reception staff the gatekeepers to over-subscribed services. Whereas abuse towards reception staff is unacceptable you have to ask why are people so frustrated. They are ill or worried about their health and have to call hundreds of times just to be able to make an appointment. GPs need to be looking at themselves not pointing out to the people that are ill and certainly not leaving it for the lower-paid end of the workforce to take the stress of frustrated public. Maybe look at why IGPM instead of just choosing to blame the public. People have and will continue to die due to none or late diagnosis all because they cannot access their GP first.

[@markbenjamin1703]

This has 77th written all over it

[@sinnyozzy]

Totally agree! Just more self serving propaganda! Why are there no videos advocating for better patient care? They're all narcs!

[@sandilobianco6734]

Is this a shaming commercial?

[@docastrov9013]

Receptionist scum fest

[@hullandproud4134]

Yes I feel sorry for receptionists I’ve not had a problem when I ring up. But I where I live I know someone that had a dry lump above her lip and was told by receptionist it’s probably just a eczema, turns out 4 months later it was skin cancer so I can understand why people get angry, lucky for this lady it is treatable. I’ve also seen the bad side of receptionist when shop aloud COVID workers and people that work with the elderly to go in a 9 to beat the queues and receptionist believe they work on the front line. They sit behind a desk, this annoys me as my family members work on the front line and they get told all the time how hard they have it, GP receptionist have it easy compared to hospital receptionists

[@reviewer-iz6ed]

When you have been threatened with a knife, held by your neck up against the wall by a patient, then tell me doctors receptionists get it easy!! WE ARE FRONTLINE STAFF!! idiot

[@CrazyOTHfan]

Can you explain the difference between hospitals receptionist and gp receptionist?

[@hullandproud4134]

@@CrazyOTHfan yes watch A&E after dark you’ll see the abuse from drunk people and people on drugs 24/7. But the most important fact is hospitals haven’t shut there doors or hid behind a locked door the receptionist dont talk to people by phone it’s face to face, this means if I ring a GP they can say no appointment to day sorry done hospital receptionist gave no choice people can’t see there GP we’ll go to hospital in stead. So let’s put it easier a GP receptionist might see 10-40 people a day a hospital receptionist might see 100-200 a day and people go there because they think they might have COVID. Do you want me to go further?

[@hullandproud4134]

@@reviewer-iz6ed first of all I never said you deserve violence to wards receptionists Secondly the “idiot” statement is a bit abusive ironically Third and last your not Front line locked in your office Frontline is working on Covid wards dealing with it day in day out having to change clothes every time you see someone new for 12-13 hours a day then get up the next day and do the same No one condemns the violence towards reception workers but it’s a minority I was brought up with respect that’s the difference

[@dinosaurnews125]

Reception staff are the definition of front line

[@jschreiber6461]

This happens because the GP & their staff are indeed human, with imperfections and limits to their competency, but often so arrogant as to think they are God, all powerful, all knowing, perfect and incapable of human error that harms or kills patients. So while there is no excuse for blatant abuse, the courts have PROVEN enough cases of patients dying due to medical negligence to make “If I die, it will be your fault” to be true. Patients do not enjoy calling on GPs for anything, they do it because they are desperate and in pain. If there were never a case of a child dying of meningitis because their GP decided it was minor, or no young woman had died of cancer because the GP decided she was statistically too young to die of cancer… after repeated attempts for an appointment, begging for a scan… only to be told belatedly it had spread. Then the med community might have credibility and respect, but they don’t. GP surgery staff need to learn humility and the phrase “Lets just check, better safe than sorry, if a patient thinks something is wrong, they may be that statistical outlier that ends up in the papers” They also need to modernise, its dumb that in this day and age of smartphones appointments can’t be made using an app, without a fallible receptionist, and video conferencing with a GP a minimum. Phone calls are not sufficient. The private sector GP services have much less money, but do all of the above because they can’t AFFORD not to, or be arrogant. NHS GP surgeries need to catch up.

[@stellakittycat9356]

Very well put

[@patient8952]

An increase in anger and hostility can sometimes be 'caused' by SSRI antidepressants, prescribed after a 7min appointment, though it would be difficult to prove the drugs were the cause and not something else

[@antoinedodsonsbandana5856]

It's easier to prescribe an antidepressant to get rid of the patient, rather than listening to the patient and actually helping them. Antidepressants cause a dependency to the patient, yet the GP will never follow up or check on the patient once they have prescribed such a drug.

[@patient8952]

I wonder about the cost/gain analysis of this strategy. Antidepressants are used for a number of conditions, not just Depression* but also anxiety disorders like Post Traumatic Stress Disorder (PTSD), Obsessional Compulsive Disorder and others. Can you differentiate between these disorders in such a short time eg Depression secondary to PTSD or OCD. OCD is hard to spot. Gone a bit off topic, but interesting.

[@patient8952]

* Depression. I dont know if GP's are allowed to prescribe high doses of antidepressants without secondary referral.

[@antoinedodsonsbandana5856]

@@patient8952 Oh they absolutely can! I was having a really bad time many years ago, where everything in life was going wrong. I was asked to complete a "mental health questionnaire" by a receptionist, then a random doctor saw me soon afterwards. That doctor looked at the answers of the questionnaire (but not once at me) and sent me on my way with a prescription for antidepressants! I never received any follow-up asking how I was getting on with those antidepressants but I can tell you, they made me feel a million times worse! I came off them after 4 months (by my own choice) and even to this day, no doctor has ever asked me how I got on with those antidepressants and what my experience of being on them was. Shocking really. I wonder how many other people this is happening to? Just to be clear, I'm not trying to be disrespectful to GPs because I know there are some great ones out there. However, many of my experiences have been really disappointing.

[@antoinedodsonsbandana5856]

@@patient8952 Just in case my response was not clear, there was DEFINITELY no secondary referral.

[@ivysmamache]

They are the Most miserable kind of people you will ever meet. Nhs really need to employ kind & polite receptionists. I havent come across one decent one. Train them Properly seriously its a MASSIVE ISSUE ALL OVER I dont agree with abusing them but they act like they own the system

[@matthewgrant2785]

Hate to say but no wonder ppl are angry is it though? Even though the behaviour of these patients is uncalled for but try to get an appointment at my local GP, they put you in a queue on the phone and never get through or its engaged

[@rachelsaunders7409]

Is it the GPs fault that they are busy though, or is it the lack of funding for services, staff, locations and expansions. I'm pretty sure none of the GPs want the work loads they have to endure but they have no choice. Working 14hour days just to get through the workload. Go to America and pay for your basic needs if you want and wait just as long👍🏻

[@TheAncientBiker]

Anyone abusive should be struck off the list for at least 6 months, told to go private and see how they get on. Grovelling apologies accepted at the abused person's discretion.

[@lyndae2810]

Then this should apply to rude receptionists too they should be sacked and surgeries should be held accountable. Has to work both ways, the receptionists I've encountered the last few years have been incredibly rude and their actions and refusal to allow me access to healthcare has meant I've had to have emergency treatment several times, culminating in irreversible damage to my health.

[@rajr4128]

Thank you for making this video. It highlights the difficulties we face in General Practice everyday. Key workers have worked so hard for the last 15m during Covid. Where is the appreciation now??? All we get now is abuse and disgusting behaviour. There is absolutely no support for us from anybody. Just fingers being pointed at people; who are burnt out; stressed and barely coping!

[@patient8952]

I think the large salaries that GP's earn should be counted as support. Many people have health problems linked to low income or financial problems which financially benefit GP's. GP's do not work in intensive care, so is the COVID pandemic really a factor for even most NHS staff?

[@rajr4128]

You obviously have no idea how General practice works and how Covid has impacted it?! Do you think only doctors work in these surgeries? Do you think that people that work in General practice don’t have financial and health problems and aren’t human? Years and years of underfunding... In your case ‘ignorance is bliss!’.

[@rajr4128]

@@anxiousAF Do you even know how many years a doctor trains before they even get a decent salary? You need to do some research. The demand the population has on the NHS means patients waiting longer and longer and Covid has impacted that too. What’s that got to do with doctors working in the private sector or their salaries?? They have a choices too! Most of us will end up in the private sector because we are fed up with what the NHS has to offer! Suggest you start saving ...

[@patient8952]

I have worked in NHS reception

[@patient8952]

Sometimes I think this video is also about excusing staff behaviour because they are stressed, hence indiscriminately rude, picking on easy targets. Its a GP surgery, not a frontline service

[@patient8952]

If all phone calls went through a recorded phone line like 111 (i believe) then it would be much safer as wrong triage decisions by receptionists would be discovered. These errors have the potential to cost hundreds of thousands (eg meningitis). Economically, this might work but it would also increase legal liability for clinical negligence and the staff would probably oppose it. However, if staff are in tears, then they are not that stable, and it is also likely in some cases that their triage decisions are made based on emotion, not on fact. Sometimes some are likely to be rude and aggressive in an indiscriminate way, particularly to those patients they consider are not important, despite having no real understanding why they are there. Also, in the 'I' of the storm, they forget millions of other people have stressful jobs, some in emergency services for example, or in intensive care, where they sometimrs see the patients wrongly triaged.

[@SteveBryson]

No excuse for mistreating staff like this. None. But I can understand why patients are getting wound up by the the current policies in place. I called to make an appointment recently. Why, when I call at 2pm do I have to call back at 8am the next morning? What's the actual point of that? I'm trying to make an appointment for a 13 year old who has been waiting 8 months for a diagnosis - at 8am we're on the way to school. Why, when I made the appointment, was I not told it was a phone call until we got to the surgery? I''d rearranged the entire day to get the kids out of school early so I could make an appointment offered to a 13 yr old schoolchild who is clearly at school at the time. "I'll get the doctor to phone you back" - they didn't, and whilst I was irritated I was polite throughout. I had to get someone else to phone at the same time as everyone else was at 8am the next morning. All of us calling at 8am....that's sensible. Whilst there are moments of brilliance there is so much incompetence in our local surgery. Is it staff are overworked? Or not capable of doing the job? In either case there is a solution. Dentists have been treating patients for months in a far more exposed environment. What are GP's doing? Furlough? Moonlighting down vacinnation centres? The public are always going to assume the worst case scenario.

[@WDS820]

It's always everybody's and nobody's fault.

[@tomwright9904]

With covid maybe, with the NHS most of the time. Yes individual and group blame does apply.

[@staceyfletcher9341]

Theres no need for people to be abusive and threaten but the doctors are an absolute joke. The shops, pubs and everything else can open yet the doctors are still doing phone call appointments and not Face to face. They get paid to do a proper job not just assume its something without seeing the person in general. They could be treating someone for the totally wrong thing & I know a few people what have. So yes the people who are saying "if I die its your fault" I agree but dependant on how serious the situation you are in. You need to be on your death bed before they see you in person.

[@CrazyOTHfan]

You go to a shop to shop not for an illness when you have to be in their personal space.

[@lyndae2810]

This is disgusting! Some of the things said to receptionists are shocking!!! BUT.... people are dying due to lack of judgement by these untrained individuals making decisions they simply are not qualified to make. This is a disgusting power play to try, underhandedly, to make making a complaint untenable. Not only are many of these receptionists extremely rude themselves they are putting peoples lives and health at risk and hiding behind signs and stunts like this.

[@JollyOliW]

That is kinda true in some ways, but the reason there isn't capacity is lack of funding and poor allocation of funds by government!

[@orchestraglobola]

Most of NHS staff are abusive and negligent. Instead of facing the high level of complaints, they made this video.

[@sonip2354]

It's really very challenging job as a GP receptionist. We faces all above almost every single day

[@life_and_soul_empowerment]

They have also been complicit in a scam! They have not gained informed consent and have not complied with the Nuremberg code on Medical Trials! They have also treated patients badly, it’s a two way street guys and two sides to every story!

[@Strumbum61]

So sad this bile towards surgery staff it must stop

[@elainescotland7367]

Excellent video to inform people how NHS staff are often spoken to. Enough is enough we try to do our very best for each and every patient. Please remember though you are not the only patient. There are millions of you out there.

[@tomfaulkner6616]

GP surgeries under alot of extra stress and under staffed ie not enough GPs. Usual NHS conditions unfortunately.

[@London812]

Problem is patients have unlimited rights. On the other hand GMC never stands with doctors, same is true for the nursing and reception staff.

[@patient8952]

GP's are paid huge amounts of money

[@CrazyOTHfan]

@@patient8952 but the staff aren’t.

[@London812]

@@patient8952 that's a misconception. Very few GPs earn good amount of money and for that, they work so hard that you can not imagine. Other GPs have to do out of hours shifts and locums to earn a reasonable amount to be at least able to send their children to good schools for education.

[@andygrimshaw7464]

@@patient8952 so that makes abuse and violence towards GPs and there associate staff ok is that what your genuinely saying

[@simongreasley8643]

@@patient8952 after at least ten years of training I’d say mediocre at best. Most of them will start with debt from student fees that’ll take a decade or so to clear.

[@pinksandvibes3049]

Let’s be honest lot of gp doctors just don’t want to help and don’t investigate further once just the blood test came back normal, it doesn’t mean you are 100% okay… They don’t care and they take advantage of their position. Unhelpful people

[@gthedrum]

Whilst I totally sympathise with the views in this video & agree that NO NHS staff should be subjected to abuse, I think it’s important to appreciate that everyone has suffered in some way from the pandemic. It’s also important to consider that many of the quotes used in the video will be from patients who might be desperate or suffering from paranoia or depression & worried to death what might happen if, for example they don’t get their meds on time. Finally, it should be added that customer facing agents across the world in various roles are occasionally placed in similar positions by abusive customers who can’t get what they want & don’t wish to accept it. While this does not excuse abusive behaviour in any way, it does highlight that this is a two sided situation, that NHS workers are not alone, but benefit from protection in Law that a lot of customer service agents (for example) would not AND that everyone is obviously beginning to feel the stress of the situation after so long.

[@myjourneythroughlife6591]

This video isn’t great for people who struggle to read between the lines. Upon first watching I thought I the viewer was being told if the lady on the video died it would be me the viewers fault. The video would be better with a setting the scene at the beginning. This would help patients with additional needs understand the correct context from the beginning rather being fearful that the people on the video were being nasty towards them the viewer.

[@CrazyOTHfan]

Are you being serious right now? No one will think a video being made and produced is speaking to them directly, this isn’t the ring no one is going to think that at all. You must have a horrible time watching tv if you think it’s directed to you all the time.

[@FroggySquishmallow14]

I agree with you Julie. People with autism are generally literal thinkers. Switching on to the video would cause them to panic! The people who it is aimed at would never even watch it!

[@antoinedodsonsbandana5856]

@@CrazyOTHfan This video is about being kind, yet your comment is demonstrating what a rude person you are. How ironic!

[@Reticence9zen924]

​@@CrazyOTHfanBrilliant riposte!

[@patient8952]

If you die then i will make sure it isnt our fault ------ an awareness of the deniable circumstances of telephone conversation (,written requests are normally answered within a time frame of months) may be driving patients who are totally exasperated to increase the tone of their voice. We cant assume all the malice is only on the side of the patient; this video paints patients as such. Patients have died after repeatedly being turned away from medical attention. I wonder if under the guise of defence some receptionists have gone on the attack against patients with communication difficulties, backed by aggressive practice managers. It is complex.

[@UserUser-ww2nj]

The general behaviour of people in general is getting worse , the staff at the doctor's offices are there to try to help and have to have a lot of understanding and patience , they do not deserve to be abused verbally or physically, just wait your turn and everyone can have a happier life

[@happyguy201]

People do wait and people waiting can cost and has coated patients their lives. I'm not saying every staff are like that but I am saying from experience of my local go and hospital apart from few staff and two doctors (which is why I believe our gp is still around other wise would have been closed time ago) staff and most doctors are very rude and incompetent. My mum with heart condition was almost misdiagnosed but we don't book with them and other doctors any more apart from the two good ones who know what they are doing. The staff also messed up records and files of my mum which is privacy issue and luckily some staff helped out and this issue not only with my mum but others in practice aswell. I complained and so have others but no improvement and I was shouted by staff member at my local hospital and staff is still there and yes not all hospital like this but not all hospital and staff nice and helpful either. Those that are very rude don't have any empathy whatsoever to patients which makes the illness worst. This is people's lives we are talking about not a shop defend exchange issue this lives so if you want respect than do to he job is public pay you to do properly otherwise if you can't handle pressure and see a patient begging for life as a burden and bricks fallen on your head than suggest you change profession and go and work in private sector like in offic or shop or something where people's lives are not out in further danger by those who are supposed to help. Tell yourself and staff to do their job properly than you and your colleagues can be happy.

[@EmmaPeelman]

Nothing to do with being kind. This is all about extremely thick spoilt toddlers who are labouring under the illusion that they are "adults".

[@VenImages]

I receive abuse in my job from customers /clients and I am not in medical profession but I’m in another part of the civil service....All staff should be treated with courtesy. Sadly the practise I am at gave me aggression from the staff member as I questioned why I had not been checked in during this covid time and I am a shielder

[@boorhaave5880]

Aggression and rudeness is definitely unacceptable. But certain elements of GP services have become unacceptable. Long answerphone messages that have to be navigated with button pushing, followed by being on hold for 20 minutes, then being asked about your symptoms by a receptionist (with minimal training). The staff are all working hard but I'm not surprised that people get angry and maybe the root causes of the anger should be examined

[@dripidgeon]

You realise the questions being asked by reception are to direct you to the correct service, right..

[@boorhaave5880]

@@dripidgeon what do you mean by 'direct you to the correct service'? It's not a department store

[@tboys9720]

@@boorhaave5880 The facts are... If a receptionist asks for a BRIEF idea what the problem is it is to guide you to the correct clinician, for example Minor Illness Nurse , Nurse Prescriber , in house pharmacist and of course the GP - all of who have specific areas of expertise . If we do not ask for this brief information the outcome would be this!....you can get booked in with the incorrect member of the medical team potentially and I say potentially have to start the whole process again. This causes utter frustration to patients (if only we'd been given a little information as for which we are as receptionists, have to adhere to strict confidentiality the same as the medical team) what a waste of clinical time . We take no pleasure in asking patients to give us what can be very sensitive information. And as to your comment about It's not a department store moreover it is not a supermarket either! Where in a store would the level of abuse we get be tolerated - Security guards would be in tenfold! I have 23 years experience in general practice and I have helped many patients who are appreciative, lovely people but unfortunately there is a startling growing percentage in society who think bile and aggressive behaviour should be tolerated! This year has made me wonder if I can continue to work in this environment any longer as I have seen not only a pandemic but also a pandemic of what is socially acceptable behaviour in our society. I'll leave you with this - a colleague of mine was on the phone and couldn't give a patient an appointment when he wanted it - the response was " I know who you are and I'm coming to get you and your kids" . .

[@saumyasrivastava8749]

@Boor Haave - that is the problem. People do not understand the working of primary care. Just because it is A GP Practice does not mean there are no sub specialities. I am a Consultant Physiotherapist working in Primary Care and I need my receptionist to screen my pts ( with my questions) so that the pt can be either directed to me or a GP so best care can be provided from the get go. It’s is not for joy or gossip they ask questions, they are made to ask questions by the clinicians to best help pts, just as @Ian Pidgeon mentioned. And all the moaning about navigation and 20 mins holds, you or anyone is not the only one calling surgery at that particular time. There are a many hence the wait. Be proud and happy we have the NHS. Ask people from countries who don’t and see the devastation being faced due to Covid in such countries. Easy to critique when things are available with out asking or fighting for.

[@boorhaave5880]

@Melina Tashir Yes these are fair points. I have often been asked quite intimate questions over the phone by receptionists, however you are correct that some degree of triaging is necessary

[@mybella4692]

I agree this highlights the problem but does not offer a solution. Staff need the support of their managers and the GPs they work but sadly this is missing in some surgeries . Staff need a manager on hand to take over these problem calls etc….when problems are escalated the complainants tone / manner etc often changes. So managers and GPs stop passing the buck and support your staff.

[@reviewer-iz6ed]

You are absolutely right!! being abused in this way can have long lasting effects on our mental health. Doctors hide behind receptionists, getting them to do all the dirty work, and most of theirs too! they take the brunt of the abuse, on a daily basis.

[@happyguy201]

And that is not excuse for taking out on patients. Their job Is to descalate not to be escalate and make Illness more worst by rude attitude just because doctors and managers are on their back. It's like excusing retail staff to shout and abuse customers just because they are being mistreated by manager's. If you feel that way than leave that profession don't take it out on people who are here for help they need. Alot of NhS staff are very rude and nasty and that is not nice.

[@lyndae2810]

Many managers run their surgeries as money making businesses and their primary concern is bleeding the nhs funds dry while doing the minimum they can get away with. They will form federations with many GPs surgeries and then become teaching practices to accumulate funds that way too. It's no longer a service it's money making and the ones who suffer are the patients. Try talking to one of these so called managers and you will be swamped with lies and bs. I speak from personal experience. In the meantime the government ombudsman are complicit and take no action. Until there is accountability nothing will change and this video they have made is grotesque when people are dying, and trust me it is happening. I agree they shouldn't be abused, equally they should not decision makers and should not abuse or cause harm to patients.

[@Sn00pyGRL]

I completely agree, there is no need for the abusive and racist comments nor for the vandalism or physical violence. We need to be kind to our NHS staff, just like they are to patients. The only comment I would excuse though is the "if I die it will be your fault" because in order for someone to say that, it means they are afraid they will die because of their illness and this means they are desperate. 😢

[@reviewer-iz6ed]

If they are that desperate they NEED TO GO TO A&E!!!! not the friggin doctors!

[@CrazyOTHfan]

People say that when they can’t get the appointment time they want. I’ll just go die then will I?

[@patient8952]

Thoughtful comments. If a patient days 'If I die it will be your fault' and their intention is to cause distress maliciously and it is on the phone then it is a criminal offence i believe

[@DClarke1954]

Everyone has been under a lot of stress for over a year. But there is no excuse for rudeness. The GP surgerie staff are just doing the same as anyone else. Doing their best and earning a living. Abuse of this sort is inexcusable.

[@happyguy201]

What about the rude attitude from receptionists who see patients as ton of bricks for them. What about doctors now misdiagnosing people and now over the phone whilst people begging them to see a doctor. I was shouted at by hospital staff once back in may and complained but no response.

[@NaveedBaqai1]

We all know how rude and power hunger most of gp surgery receptionists are. They should not be allowed to ask patient illness because simply they are not trained to handle those details. They also abuse this power and become nosy even though sometimes its not necessary to ask silly question from patient but they do so. Bunch of wannabie a doctor.

[@antoinedodsonsbandana5856]

Most of them are rude and the "power" goes to their head, to the point where they start acting like they are GPs!!

[@oliviagornall8653]

Half the stuff we do and rules we follow are set by the GPs themselves not by us. No amount of training will change the way we have to work, for eg asking you what the issue is today? we get asked to do that by the clinicians so they know the issue before seeing you and to get prepared. It’s also so we can get you with the correct health professional. If we have a GP that is more specialised in dermatology and one more into heart and chest and you had a sever skin condition it would help for me to know so I could put you with someone with more expertise. Rather than you being unhappy with the result of your consultation and having to come back next week with the same problem wasting another appointment that would of took 1 with the correct clinical staff member. Honestly we couldn’t care less what your having an appointment for we’re doing our job and are advised by GPS themselves that we need to ask you what the problem is. Maybe ask your GP the next time your in because you being rude to receptionist staff refusing to tell us the problem is only causing more work and stress for the Doctors and they are already starting to strike and they will eventually all be going private

[@NaveedBaqai1]

@@oliviagornall8653 who told u that I being rude to them? u r talking about right specilist lol people do not get appointments even for trainee doctors and most of them rejected by receptionist becoz apparently they can understand whos situation is serious. Recently I had scan from private hospital and I handover result to my local GP receptionist and I asked him to request my blood checks from GP. he said u will not allow any blood checks if its related to ur private report. now tell me this is not rude and wana be a doctor. go to uni study medicine and become doctor rather act like them .

[@oliviagornall8653]

@@NaveedBaqai1 that’s personal to your own Doctors, where I work everyone is equals and we won’t turn someone away for an appointment if we have them available. The receptionists don’t make up the rules once again, we follow doctors orders and what they ask us to do to prevent them from having so much workload. Maybe work in a surgery yourself and see what goes on behind the scenes and how much control receptionists have over any of the practice…. We have none. We follow every rule what everyone above us says, maybe write bad reviews about your GP and their “rude rules” considering they are the ones that’s setting them in place. And it’s actually a well known thing that who ever requests your bloods must give you your results. If you get them done private you get the results from the private doctor. If you get them done at the hospital you get the results from them. That’s how the system works and like I said you won’t know until you work for the system and understand how much staff are put through stress because we can’t give you what you want. It doesn’t benefit us in anyway telling you no when u want something… if we could do it we really would to prevent distress and also to prevent being shouted at down the phone😕 We only follow rules….

[@NaveedBaqai1]

@@oliviagornall8653 majority of GP receptionist are rude. if they ask receptionist to being rude than I would still call receptionist of being rude, nit anyone else. if they say receptionist to use abusive words than plz do start it bcoz its part of the system but at the end if the day people will say GP receptionist are abusive. most of the people agree with me on how GP receptionist badly behave.

[@MattDavis_BeechingsGhosts]

How do you deal with people with disabilities such as Tourettes?

[@adamdobbs5345]

Usually fine! People with tourettes probably don't want to be sitting in the waiting area too long for fear of upsetting other patients, so they tend to come in close to appointment time, other than that they're usually among the more polite of patients.

[@MattDavis_BeechingsGhosts]

@@adamdobbs5345 thanks for this reply. I've been relayed a story from an acquaintance who is autistic and has had severe problems from their surgery who spoke to them in a rude way and they reacted in such a way they were asked to leave.

[@MattDavis_BeechingsGhosts]

@Melina Tashir I am though. I'm asking how they deal with people with disabilities where they get confused and blurt. I know of someone whose surgery is very rude to them because they don't understand their disability.

[@adamdobbs5345]

@@MattDavis_BeechingsGhosts It's a tricky situation! I had a woman yelling at me once because her medication wasn't at the pharmacy (it was, there was just a hiccup along the way); I could see she was upset, but it doesn't make it right that she was shouting. If your friend has severe autism, it might be an idea to take a friend or relative with them that can let them know that they're coming across rudely, or they're using the wrong volume etc.

[@hetalpandya309]

You guys do an amazing job

[@happyguy201]

Yes some do but not the ones who do medical neglegiance. Not the ones like when my friend lost his mum due to doctors giving her wrong injection and now she is in grave. Not the ones in my gp and local hospital where staff are very rude, obnoxious and unhelpful.

[@happyguy201]

Unfortunately medical neglegiance is happening quite regularly now and they are getting away with it.

[@gemma9254]

Every department/place in the NHS is a challenging job these days. People seem to have lost respect big time since the pandemic. Why do people always think us on the reception are wanting to be nosey or wanting to put a barrier in front of a patient. This is not the case. We are doing our jobs. We are doing what we are told to do.. We get given guidelines that we have to follow. It’s such a shame the public can’t see behind the lines on what a receptionist has to put up with on a day to day basis because I think (hope) it would open a lot of peoples eyes and realise we are people too. And unfortunately this is something we will have to adapt too because no offence a lot of the public are very selfish and in most cases don’t understand the process of things. Please think if one time you speak to a receptionist and you find her been snotty or uncaring depending on how you you word the situation the receptionist would have heard it a million and one times the same day and is hoping that something will be changed within the process of the system..

[@sinnyozzy]

Why are there no video here advocating for better patient care? Oh yeah, because you only care about your narc selves.

[@mieke223]

As a Dr myself here in Australia but having trained in Europe, this can be a very common occurance... I dont know about elsewhere in the UK... but in London for over 14 months it has been hard to find GP surgery open... this Telehealth appears to be the new norm! Two sides to the coin I am afraid to say here!

[@neonnoodle]

You allowed the systematic culling of the old when you all knew it was wrong. Still, you said nothing, thought of your jobs instead. Tears in the staff room don’t quite cut it when you were told you were not going to attend the care homes and shut the door on these people. Yes, we the public know exactly what happened. The NHS is not fit for purpose.

[@charlottelight8846]

Its not just general practice.... We hear this regularly in pharmacy and have done for years too.

[@sallyjanedixon1227]

Sadly all of this is very frequent in the practices

[@charlottelight8846]

And community pharmacy

[@annibanner]

Some of the abusive comments to surgery staff are totally unacceptable and should be called out. However, others are no more than ill and therefore stressed people voicing their frustration at having to face delays, who can also be treated badly by arrogant, overtired and stressed out staff.

[@CrazyOTHfan]

Don’t forget underpaid staff.

[@SpiritualSparkle770]

Some need to be reminded of the NHS constitution and the patients responsibilities to take care of themselves, have some respect and courtesy for those workers trying to make a broken system work

[@alisonhoward7945]

I work in a surgery and wish I could say this is exaggerated but sadly it isn't, this happens on a daily basis

[@dariuszexoxo]

Just remember it's only a job and you don't have to be there, it's a choice. And even if a patient couldnt get a service anywhere, you still dont need to care. It is just a random person with a ranadom problem that is not yours to be dealt with. We are not resposible for someone bad character and lack of respect.

[@timdeakin2524]

Are people that unhappy with the service!

[@dariuszexoxo]

@@timdeakin2524 some people get agressive when they do not feel safe and confident. it is normal that you do not feel secure when you are sick and probably going to have some procedure done. also some people to not understand medical field isnt mcdonalds its not fast, on-call and flawless just because you want it to be this way

[@timdeakin2524]

@@dariuszexoxo good reply, thanks 🙏

[@wendyfoster1901]

I know of an incident where a patient locked a doctor in his room and was wielding an axe. Terrifying.

[@pukeyourguts]

what??

[@simongreasley8643]

I’ve been involved in two hostage situations and a hammer being brought to attack staff

[@patient8952]

I had a patient bring in a baseball bat. No support offered.

[@patient8952]

He had paranoid schizophrenia and instead of destroying his life and trust in people I phoned his psychiatrist and got her to talk with him. Many people would be quite happy to pile up the misery in his life, particularly those who are ego centric and officious, but not me. I think doctors surgeries are too middle class and non inclusive. Outraged victims can be very vindictive

[@barlart]

If I die it will not be the fault of my surgery or its staff in my humble opinion. I have been a patient there for 36 years along with my wife and son (his birth and 25 years), and they are wonderful, the Doctors, the Nurse and all the staff. I trust them all. An Excellent Surgery and I consider myself very lucky for all their sterling work the excellent service they have provided. A wonderful place!

[@DP-tf7qb]

If I die, it will be the Tories' fault

[@louiseatkin660]

I cannot believe the money wasted on this video. How about using the money to improve seeing patients. It’s none on to slash tires etc but you also need to realise that people are vulnerable and desperate for help mentally and physically and they are being forced to google or go to A&E. Receptionist seem to think they have a right to decide if you need help or not. I have heard numerous examples including my father where a receptionist using then ‘medical knowledge’ has ended up with emergency ambulance because they decided it wasn’t urgent enough. This is a very one sided video and actually in the main makes me feel no sympathy. You may use numbers of people offered appointments but I realise you don’t say how many people have been refused, turned away.

[@ankitm3439]

Human beings all of us

[@dianachasiride5971]

All of you will be judge in Nuremberg trials .

[@studmarks1]

My wife recently handed in her notice after 16 years service as a Doctors receptionist,for exactly the reasons highlighted in this video. Clapping for the NHS seems to have long since been forgotten, it's a disgrace these people should be ashamed of themselves.

[@simongreasley8643]

Clapping didn’t last long, then not only returned to normal it got worse.

[@studmarks1]

@@anxiousAF l think you have missed the point here. The main reason people were clapping was for the NHS front line workers risking their own lives to save others. But yes it is sad that people have lost their lives due to wrong diagnosis. But this doesn't give people the right to verbally abuse and threaten Receptionists and other NHS staff.

[@bnada7313]

@@studmarks1 Nobody was clapping for receptionists in the first place.

[@OfficialNicheBuzz]

The thing is, when we go to work we don't work under our own personal rules, policies or procedures. Names calling like your are incompetent, stupid, f & b word, threatened with complains, patient telling us that they are the bosses. It is quite draining & mentally exhausting. If patients are not happy, take it to the head of the NHS body not the staff.

[@Mario-xr3jo]

Is that a cry of desperation??? If the NHS staff (mainly in surgery receptions) refuse making an appointment with a doctor and the only advice they have is to return home and try to call them again (the lines are busy for most of the time) so this is ABUSE. So if NHS UK staff die because of their patients, it is the patients' fault. But if patients die because of NHS staff's indolence, tardiness, indifference, failures, etc., nobody's to blame.

[@tomvucci7966]

Here we go again ....poor you.

[@AlexSmith-qw3nl]

lol wouldntbe saying that when ur on ur death bed and want nurse and doctor to save your life.

[@dariuszexoxo]

I'm a GP myself and I honestly do not care about some patients ugly moods and agressive attacks. They do not impress me at all and don't even make me upset. The second after an insane patients leaves my office, I inform my boss but also the receptionists about his marvellous behaviour. We remember about him for the next following months, and are happy to know that we can also refuse to provide medical services on a written document if one behaviour is inaprropriate. It is my choice to work, I work how I want and where I want and with whom I want. My job is a job, not a mission. If you do not respect me, leave my office immidiately and go somewhere where threats and pathetic behaviour are welcome (hopefully nowhere). I treat my patients well but adults who get agressive bursts when they do not get provided with what they demand are completely pathetic to me. Kindergarden is over babes.:)

[@dariuszexoxo]

@@anxiousAF No, it't not true. I am really nice to people, always help them, diagnose them and treat them adequately. But see, this video is about people who attack gps, who are agressive, and I just do not tolerate such behaviour. I don't know what brings people into thinking that if i'm a doctor then it is a patient's right to yell at me, blackmail me and threat me. I have such strong personality that you will never beat me with such behavior. I don't get such patients often but when I do it is really disturbing. Actually I wrote this comment the day a patient attacked me on the phone. A woman started wildly yelling at me because I told her that a surgeon who demanded her blood test resulsts should have ran this test at his clinic. Her reaction was like eruption, she started screaming at me to the full. I had to hang up because of her wild crazy screams. And see, I will never let anyone treat me like this. I will never show that this is the way to talk to me. If you don't get it this is not my problem:)

[@dariuszexoxo]

@@anxiousAF Also, back in the days medicine wasn't as advanced, a lot of people hurt, died without any help. Nowadays medicine is effective, we have good medication for cancer metastases (patients used to scream because of pain for months 70 years ago, 30% of labors ended in death around 100 years ago) People are not as poor as they used to be, they don't die because of sepsis after sore throat anymore, kidney failure, injuries. People scream not because they hurt and need treatment - such patients always are kind and behave well. People who scream the most are just really bad behaved arrogant ones. I had a young patient who was sick with covid, high fever, yelled at me that she won't do the pcr test and she sent her child for 4 days to kindergarden although she was sick. How many people did her child transform covid to? how many people died because of her? Maybe it was time for me to scream. . .

[@sinnyozzy]

How utterly entitled, you are a disgrace to the Hippocratic oath!

[@antoinedodsonsbandana5856]

What a disgusting excuse for a GP you are.

[@orchestraglobola]

I think we should not pay your wages with taxpayers money. If you want to chose whom and when you work with you should leave NHS to someone with a better work ethic. You are just proving the point about NHS doctors. Well done. I'm saving your comment for an article about NHS negligence.

[@robertfreeman2608]

I know how busy doctors can be if my appointment is changed our cancelled dont be a knob about it just think for 1 minute how busy they are.

[@bensmith1751]

I don't mean to be awful but when I phone my doctors I don't want to be diagnosed by a receptionist all the receptionist say is you can buy medicine over a counter but sometimes you need a see a doctor to ask if that medicine would help you let's remember to be a doctor/nurse it takes YEARS so a receptionist isn't qualified in medicine in order to give proper medical advice I can't wait to get back to my gp face to face then the receptionist can do thier job and a gp can do thiers :-)

[@janedalgleish5481]

The Receptionist doesn't diagnose you, they direct you to the correct health care professional. GP practice direct patients to the pharmacy when they ring up for an appointment with a GP when they have woken up this morning with a sore throat. And don't you think that they have strict rules on what they can book in and what they can't? No wonder there is such abuse of practice staff when there are so many people who simply don't understand.

[@bensmith1751]

Yes but what if they fail to direct you to a health professional I mean it's like if someone phones up and says they have a lump what do we do if the receptionist just says leave it for a while then ring back if its not gone which they can do if they don't think it's urgent however that lump turned out to be cancer and the patient sadly died or what if people are like myself and just wait for the face to face but the illnesses could get worse would it be that difficult for recepionist just advise on the problem but then also advice that the patient could have a face to face or a phone call with thier gp if they so wish maybe if the receptionist did this they wouldn't have so much abuse towards them as the patient will be happier

[@bensmith1751]

Looks like my prayers have be answered www.google.co.uk/amp/s/www.standard.co.uk/news/health/nhs-england-gps-appointments-face-to-face-return-b935059.html%3famp :-D

[@CrazyOTHfan]

Your comment about illness such as a lump being ignored, is unbelievably stupid. There is no systems put in place by the government to stop general practice collapsing, such as minor illness directed to the appropriate clinician such as a dentist, pharmacists, ophthalmologist etc. To have the audacity to state that a receptionist who btw is trained on sign posting to the appropriate service, is going to say something like just leave it and see what happens, shows you have no idea what actually goes on.

[@bensmith1751]

Receptionist can say leave it tho I would love to know what surgery your in as your receptionist seems different to mine also as I said on the link that face to face appointments and BACK I will include the link with this message incase you would like to have a read www.google.co.uk/amp/s/www.standard.co.uk/news/health/nhs-england-gps-appointments-face-to-face-return-b935059.html%3famp :-)

[@heado.O]

Your staff is very rude and lacks empathy. Stop crying about abuse if u can't do your job properly...

[@matthewprice939]

Asif they have the cheek to make this video. An these people unfortunately are in charge of our health service an they get paid for this digg they should all be sacked for takin part in this video

[@minnie.-.l]

You know exactly THOSE people they are referring to. Just like who we are refer to when we mean jerk receptionists. None needs to be praise for this behavior. I believe this video was to target the really hard to manger clients.

[@sheilawatson9596]

I thought that the person in this video who mentioned a Rottweiler was very unjust to this breed of dog. They do not deserve their reputation. People and animals are too vastly different to each other to be used as a comparison. It was a ridiculous statement.

[@ranolflagg7922]

Highly partisan report.. Using examples of bad behaviour by a few does not conceal the fact that the majority of practice managers are wholly unqualified and unsuitable for the roles they undertake. Practice Managers are not just important to a practice but are utterly crucial. So why are most paid a little more than a receptionist? They need to be paid the salaries on a level with the GPs and if this was the case then people other than those little more qualified to work on the check out at Aldi would be attracted to the role. Yes, the same as a GP. Why do people think this amazing? A PM hold together the practice and if competent will be a GDPR data Controller, an organiser and the face of the practice… pay peanuts and you get monkeys and until we change are understanding of the role in the UK we will not get the level of service we deserve. I do not endorse rudeness or hostility to Managers or receptionists. It is not their fault that they tend to fall into the role because they did not work hard enough at school.

[@lucastaylor2321]

Well.... it’s s good job these rude patients are worth it!

[@happyguy201]

Rude receptionist and staff more like. Patients are in lots of pain and not well they don't just call up and turn up to abuse. Some NhS staff not doing job right.

[@KH-mj9jh]

Thank you 😊💓

[@nicotina4082]

you have to take some responsibility of someone dying yes

[@Beatlefan67]

Some people do not deserve to even see Doctors, let alone get it free!

[@jogardiner5121]

I do not like this video, those who it is aimed at will not take any notice. I personally have plenty of experience of this sort of abuse from patients, but I cannot condone this, it just doesn't sit right with me. Sorry, it feels aggressive and whilst you are making a valid point you don't fight aggression with aggression.

[@johnprestage4172]

Literally what are you on about?what a pathetic response to the abuse general practice staff have to put up with.

[@andygrimshaw7464]

Sorry Jo I don't see that, sometimes you have to draw a line in the sand and say enough is enough, only yesterday I made the mistake of the reading the comments section of the daily mail's latest gp bashing article and it genuinely makes for disturbing reading including several threats of violence towards surgeries it has to stop.

[@timdeakin2524]

The NHS mafia, why would you expect anything else?

[@andygrimshaw7464]

@@timdeakin2524 so from that response your ok with people been verbally and sometimes physical assaulted

[@timdeakin2524]

@@andygrimshaw7464 there is a thing called “self victimisation”. It, by its self is a type of attack. Being used here, ironically by the NHS!

[@seanscottson6747]

I had to laugh when she mentioned covid. Health professionals were making such good money jabbing people with the vaccine, dentists started doing it. Money money money.

[@matthewprice939]

These people are delutionsanal

[@jacqduke2481]

Our doctors are not busy, in fact they can be seen from outside the surgery with their feet on the desks, doctors have been told not to give priority to those people who really need their help with illnesses which were left untreated for over a year, doctors have been told they will not receive full funding until 90% of their patients have had the gene therapy.

[@CrazyOTHfan]

You and your tinfoil hat need to get back to Area 51 the mothership is calling.

[@jacqduke2481]

@@CrazyOTHfan I haven't a clue what you are banking on about, is that where you are, are you even human, did you manage to tick all the buses in the boxes yet? 😂

[@CrazyOTHfan]

@@jacqduke2481 it’s okay if you’re the scarecrow and lack brains.

[@jacqduke2481]

@@CrazyOTHfan you certainly have some issues... the truth is a bit much for warriors such as yourself, it's time you were reprogrammed or deccomissioned.

[@CrazyOTHfan]

@@jacqduke2481 say no to drugs