“Can you tell me a bit about the problem?” This question, when asked by doctors’ surgery secretaries, vexes half of you, according to a surgery’s customer feedback survey.
But far from being a nosy intrusion, it’s asked so you see the right healthcare worker, says Anthony Cronin, Chair of Munro Patient Group at Munro Medical Centre, Spalding.
Mr Cronin said of the 500 replies to a patient survey earlier this year, around half reported problems with not being able to choose which healthcare professional they saw and having to describe their symptoms to the receptionist.
“To dispel the eternal myth, the practice receptionist is there to help you,” he said.
“Whilst it is true that they are not medically trained, they have undergone basic training in medical terminology that means from a high level description of your symptoms they are able to place you with the soonest available and most appropriate practitioner.
“There is absolutely no need to go into any detail that you are uncomfortable giving over the phone.”
Receptionists are bound by the same level of patient confidentiality as healthcare staff and phone calls are taken away from the reception desk. If you are visiting the surgery in person, you can ask to speak privately.
Mr Cronin addressed the other concern, stating patients do indeed have their pick of doctors to see but have to accept this might lead to a delay in getting an appointment.
“The Practice also recognises that sometimes a patient will be more comfortable discussing their symptoms with only a male or female practitioner. The receptionist will do everything possible to accommodate a request such as this but sometimes a compromise may be needed,” Mr Cronin said.
