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It doesnt really affect me but can be off putting for some, for example my partner was told during an appointment to call and book a follow up appointment, only for the receptionist to imply she was lying. I told her to call back and make sure she got her appointment but imagine others would not bother.
I'm in agreement with you, not sure what the solution is. Probably less overworked doctors, receptionists, nurses etc.
apc-
The solution, at least in part, would be to nationalise GP practices again. Competing against each other and having to hit commercial targets is reducing quality of care.
https://www.theguardian.com/commentisfree/2019/may/08/gp-nationalise-surgeries-profit-patients-nhs
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Yep can't disagree there. I always aimed to remember that the person on the other end of the phone is very likely also in a stressful position seeking help for some health issue. The implication of lying should never be a go to in such a situation and I'd have hoped it would be easy to have checked anyway, the receptionist can see all the records written by the practitioner (at least I could on all of the systems I ever used) and in my eyes it should be common practice that they note a follow up appointment will be required whenever mentioned to the patient.
Unfortunately I don't really have any answers either, I'd imagine a release on the strain across the whole system and as Stonehedge says, removing the commercial and financial requirements of healthcare would go a long way to making practices able to provide a higher standard and quality of care.
Stonehedge
ric_a5
Having been on the other side, it does get tough through the day as you do pretty much just get abuse on every other phone call for things that are completely out of your control. Add in with that always needing to be switched on to stop chancers trying to get multiple tramadol prescriptions in a month or people ranting in the waiting room because we're 'holding the appointments for all the Asian people and lying to the white locals' among many other things. I remember we once had a Nurse Practioner helping on the phones who received massive abuse on a call, once she mentioned her name the person on the phone switched completely and started to have a chat about the kids.
This isn't a rant at you by the way, and from this I'd say it sounds like a completely valid reason to call and the person was a bit of a nob on the other end, but having worked in it I do always try to present how shit it is pretty much all day and how the nicest person in the world can call in and you'll probably sound pissed off to them.