Rude and Unprofessional Medical Receptionist

NoMoneyNoCry on 04/12/2018 - 01:53

I regularly take a family member to see a Medical Specialists - Once every 2 months. The Doctor is okay - I don’t have any issues with the doctor. He is quite popular in my area and practices both in the private and public system. We are currently seeing him as a private out patient. I find the receptionist in his private practice extremely rude and unprofessional. Initially when we first started going to the practice and witness how rude she was , I thought she was just having a bad day. But her rude and unprofessional behaviour is consistent. She lashes out on the phone with patients. And she speaks to the patients in the clinic in this condescending way. She also bi#%+> about patients with the other receptionists (for a different doctor) next to her. I could hear everything thing she is saying and I often cringe.

What should I do? I thought of complaining about her to the doctor. I not sure if he cares or have time for that. Or he already knows how rude she can be, but is good at her job? We seriously pay around $200-$250 for a 5min appointment. Should I even be wasting my time and money complaining about her? Or just try and block her off and focus on the medical side of things? Unfortunately, this was his private practice. If this had been in the public hospital. I would have complained to the Nurse Unit Manager or the Admin Manager.

Health & Beauty

Comments

  • shaybisc on 04/12/2018 - 14:59

    How do you lash out on the phone to a patient? I am having a hard time imagining it. "Hi, I'd like to make an appointment." "Bugger off you contemptible worm."

    • NoMoneyNoCry on 04/12/2018 - 16:14
      +2

      Example. “I said 3pm, not 4pm” - sceaming on top of her lungs.

      Pronouncing surnames in this condescending tone, cause it’s not an Anglo one.

      Describing their location/address in this annoyed manner. (Sure she’s probably have to do it day in day out, but it’s her job)

      Think she is bestowing me this gift when I have to ask her for a letter of attendances everytime I visit. She merely needs to print it out. Doctor have prepared the paper work already. I do not want to talk to her unnecessarily. But I need the cerifitcate, and it’s her job.

      Do I have to remind you that she is talking to patients that are really sick and in a lot of neurological pain. Screaming at them doesn’t help!! They are soft spoken cause they aren’t in their ideal health condition.

  • Gaz1 on 04/12/2018 - 16:13
    -2

    The medical industry must be one of the few industries that is consistently running late & no one bats an eyelid; it seems to be perfectly acceptable (almost like the Doctors time is substantially more important that yours).

    • NoMoneyNoCry on 04/12/2018 - 16:20

      It’s true that’s why I was asking for opinions on this forum. He probably won’t be doing much about her.

      Annoying thing is the doctor had forgot to sign a request form and I need to bring it back for him to sign it.

      And surprise surprise, she was super annoying when I told her about it over the phone. Like it’s my fault or something. She was not helpful, barking at me that the doctor isn’t at the usual clinic. I would have to go to the the other clinic that’s 30mins away from me. I never told her that I need it to be sign today. I just need to know when the doc is at the usually clinic so I can come over. But she already jumped to conclusion and began yelling at me.

    • BestofOZB on 04/12/2018 - 18:21
      +4

      I am a doctor, if my patient is booked for 20min but needs to spend more time because they have a new problem, I listen, and spend more time with them. So yes we mostly run late, not because we turn up late but most of us care and spend more time when necessary. I'd rather spend more time with the patient in hand and make the next person wait than rush them both. Health is unpredictable and has many many variables. That is why appointments are unpredictable to a degree.

      I am a specialist and when I go to see my GP, I almost wait for half an hour or more everytime, it is OK.

      Tip, book the very first appointment in the day if you can.

      • NoMoneyNoCry on 04/12/2018 - 21:08
        +1

        I wasn’t complaining that the appointment was late, or that I’ve waited for long. I was giving an example how rude/loud she was while on the phone confirming the appointment time on the phone When she screamed 4pm NOT 3pm.

        Plus I should be annoyed that the doctor forgot to sign the request form, after paying $250 for 5mins I need to drive myself there, find parking. Deal with the reception. Wait for the doctor, get it signed. I understand the doctor’s time is precious. But so is mine, I probably need to take time off work to do that. I have let that go. Do I sound entitled? Maybe?? Probably get flamed by mentioning it.

        But I’m not here to argue that or complain about that on this thread. I understand there’s a thread on Ozbargin RE: medical specialists already.

        • BestofOZB on 04/12/2018 - 22:34

          The reply wasn't to you

      • parsimonious one on 05/12/2018 - 00:43
        +3

        Fair enough, but that should only explain the occasional instance of running behind schedule.

        If patients are frequently needing more than the allocated time, the solution is simple, allow more time for each appointment.

        Of course that would mean fewer appointments during a given period (and fewer $ for the day's work).

        PS: I am a specialist also, and I find it the height of rudeness to be kept waiting or to make patients wait

    • [Deactivated] on 04/12/2018 - 21:19
      +1

      It's no different or worse with tradies or labourers. They don't show up sometimes and they're more likely than not to miss deadlines.

      • NoMoneyNoCry on 04/12/2018 - 21:23

        That’s why I just swallowed it and have let it go. Not here to attack medical specialist. I was lurking on that 4 page thread a few months back. Both sides have valid points.

        • [Deactivated] on 04/12/2018 - 21:28
          +1

          FYI, there are specialist that don't run late. They just charge a lot more because they cannot see anywhere near as many patients.

          I had a consultant who only saw 2 patients a day. Legit. His fees were tenfold mine. He is fully booked.

          I am not poor but even I have to do some self reflection to realise something's are meant for the 1%.

  • idonotknowwhy on 04/12/2018 - 16:20
    +2

    Ask her out?

  • Tsuska on 04/12/2018 - 16:56
    +1

    @NoMoneyNoCry
    I would advise/encourage you to put a complaint in with the practice. Best to let the practice manager know but it may be good to let the doctor know as well, although sometimes the doctor might not do much about it/too busy/forget (we don't like to get on the bad side of our receptionists/colleagues). But we also don't like our staff being rude at our patients so we would definitely like to know.

    All practices should have policies to handle complaints so please ask either the doctor or another receptionist or the practice manager how to do that.

  • Herbse on 04/12/2018 - 17:02
    +1

    You can always leave a negative Google review, do it after your treatment is over if you're concerned about privacy. But the best thing is to take your money elsewhere. And if anyone ever asks for recommendations, you know what to say.

    We live in a time where we have any number of choices when it comes to spending our money. If a business refuses to keep on top of their customer service and stay competitive, that's going to cost them in the end.

    • HighAndDry on 04/12/2018 - 18:46

      Again, not relevant when it comes to specialists. Pretty much the opposite when it comes to specialists.

      • Herbse on 04/12/2018 - 18:47

        What do you mean?
        People look for bad reviews when researching specialists?

        • HighAndDry on 04/12/2018 - 18:51

          We live in a time where we have any number of choices when it comes to spending our money.

          This is not true as it comes to medical specialists, because there is no shortage of patients but a huge (and persistent) shortage of specialists. So it'd be more accurate to instead say:

          We live in a time where specialists have any number of choices when it comes to patients needing services.

          That's the summary. The reasons are fairly straight-forward: Everyone has medical conditions, whether you're poor or rich, etc. As people have gotten richer and our public health system gets better, more people have been able to afford specialist treatment for those conditions. So demand for medical specialists have skyrocketed.

          At the same time, people haven't really gotten smarter. And the limit on how many specialists there are is hard-capped by the number of people who're intelligent enough, disciplined enough, and have the temperament (and want to) become a specialist in any specific field. So supply of specialists basically never changes.

          That means it's much harder for a patient to find a good specialist, than it is for a specialist to find a patient.

          • Herbse on 04/12/2018 - 18:58
            +1

            @HighAndDry: I think you carry the term "specialist" in too high a regard.

            There are plenty of medical specialists. And any areas that need more get imported from countries that have much more and would love to come here.

            • HighAndDry on 04/12/2018 - 19:03

              @Herbse:

              I think you carry the term "specialist" in too high a regard.

              That is at once both true and irrelevant. As an analogy, in Hong Kong, garbage collectors are paid crazy high salaries because no one wants to do the job. It's a similar issue - much higher demand for a particular service than available supply of those services.

              Though unless you yourself are a specialist, or have a PhD, I wouldn't underestimate just how hard becoming one is. It literally takes about 12+ years of non-stop study, if not more. They're still studying when most people are on 2nd or 3rd jobs, that's how strenuous the path to becoming one is.

              And:

              There are plenty of medical specialists.

              Yes, and that makes the supply/demand issue more acute, not less. There might be 1,000 specialists, but true to their name, they specialize in their specific field. And when you want, say, a gastroenterology specialist, the fact that you can find a cardio-thoracic one won't help you.

              • Incrediho on 05/12/2018 - 22:48

                @HighAndDry: In fairness there is ASTRONOMICAL gatekeeping in the 'doctor industry'. A lot of it is of course for the benefit of patients (the absolute highest standards = better outcomes for the patients that can actually be seen). However, it's also because the medical professionals who do that insane slog to get there want guarantees of the very high salaries an artificially limited pool of doctors ensures.

                Human, but not completely altruistic or necessary.

                • HighAndDry on 06/12/2018 - 10:01
                  +1

                  @Incrediho:

                  However, it's also because the medical professionals who do that insane slog to get there want guarantees of the very high salaries an artificially limited pool of doctors ensures.

                  No doubt this plays a part, but how much of one I don't know. A bigger factor as far as I'm aware from talking with my friends is just lack of government funding for spots in hospitals - which a doctor needs in order to complete their specialist training.

                  And then there's just, well, the fact that being a specialist takes someone who's naturally gifted and intelligent to begin with. Honestly that's why you do get a lot of specialists who have bad (to zero) social skills, because after you whittle down the pool of applicants to those who're smart enough, you're not really in a position to whittle it down again for social skills - you'd be left with handful of people making the shortage even worse.

  • uedamasaki on 04/12/2018 - 17:09
    +2

    She sounds like she's having a pretty rough time or something and must hate her job. Doesn't excuse her behaviours of course, but judging from your description her behaviours sound more than just a case of 'having a bad day'. Maybe whipping out the old "R U OK" phrase if you're game enough might reveal something unexpected.

    Or even indirectly through your specialist during your next appointment. You could say that you have concerns about her behaviours and wonder if it's worth checking in on if she is OK or not. May interest your specialist more with a therapeutic/concerned approach vs an incriminating approach.

  • Topdog on 04/12/2018 - 17:33

    Just pull her up on it in front of everybody. She might get the hint. If not refer to doctor, and if then nothing changes. Take your business elsewhere. Wont take another doctor long to catch up… $$$$$ talks

  • BestofOZB on 04/12/2018 - 18:22
    +6

    I am a specialist, I would recommend a polite written feedback handed to the doctor at the end of your consultation. Don't talk to her, she won't change unless spoken to by her boss, I think.

    • azur on 04/12/2018 - 19:18
      +1

      This is a great approach that I've seen implemented at a cardiologist's consulting rooms where one of the two receptionist's behaviour was very similar to that experienced by the OP.

      Although this person was never rude to me personally, she certainly unleashed on other carers/patients with her rude and condescending manner - witnessed over several appointments in 18 months. There are even a number of Google reviews that commented on this person's unprofessional conduct.

      At an appointment a couple of weeks ago, I was surprised to find her smiling and pleasant when dealing with everyone in the waiting room. It was such a drastic change that did not go unnoticed by others and I overheard a lady seated next to me inform her husband in a loud whisper that a fed-up patient had recently informed the specialist during a consultation that the receptionist's behaviour was 'not on' and voila - a well mannered receptionist transformation ensued.

    • NoMoneyNoCry on 04/12/2018 - 20:50

      Oh Thanks - good advise. Never really thought about that. So you think a written feedback would be better than talking to him directly. I thought of emailing him on his public hospital’s email at one point. But I didn’t want to mix his private practice with his public patients.

      • BestofOZB on 04/12/2018 - 22:41
        +2

        If it is a busy practice where he spends "5 min" per patient, chances are he won't have time or he may not focus on your verbal feedback in the middle of a busy day. A written feedback in some details can be read when he is not busy, and generaly speaking, written "complaints" get given more weight than verbal ones.

        Yeah don't send anything to his public email.

  • Dalton on 04/12/2018 - 18:39

    Medical Receptionists are often like that. And Executive PAs. The proximity to power goes to their heads.

    • relentless on 04/12/2018 - 19:26
      +1

      Gatekeepers

      • HighAndDry on 04/12/2018 - 20:16

        They're employed to be gatekeepers though - that's basically 90% of their job, so that the doctor can actually do their job.

        • BestofOZB on 04/12/2018 - 22:42

          The way this receptionist is going the poor doctor won't have a job to do soon!

        • NoMoneyNoCry on 04/12/2018 - 23:09

          @HighAndDry - It’s a medical clinic! She is dealing with sick patients. You seemed to have a business mind and is always thinking about profit, stats, etc. And not really have a thought about the human side of things.

          You’re telling me you’re on her side still defending her if you see her yelling at patients with neurological pain. Cause it’s “effective” in the clinic and makes the clinic run “efficiently”?

          Okayyyy…

          • HighAndDry on 04/12/2018 - 23:32

            @NoMoneyNoCry: I care about people. But I like to care about a wider group of people, and not whoever happens to be telling the story from their perspective.

            Yes - the receptionist being more efficient and effective when dealing with patients, even if it means she's impatient, rude, or blunt - means that the specialist she works for will be able to see and treat a greater number of patients.

            As a patient, would you rather be seen by your specialist instead of waiting another week, or have someone talk to you in a nicer tone?

            • NoMoneyNoCry on 04/12/2018 - 23:55

              @HighAndDry: @HighAndDry why does it have to be mutually exclusive? She can’t be nice and be efficient at the same time?

              You’re the one that’s jumping to conclusion. Appointments to see that particular specialists has to be made 3-4 weeks in advance.

              This is NOT Emergency in a public hospital where patient volumes are unpredictable and medical staff are often under. Nor is it a GP clinic where random sick patients would rock up to the clinic.

              There’s no need for that aggressive attitude from her. It’s NOT going make the clinic more efficient.

              So not sure what point you’re making.

              Plus this isn’t a criminal trial where you’re going to hear both sides of the story, with witnesses and lawyers. Of course you’re only going to hear only one side of the story. It’s an Internet forum!!!

              • HighAndDry on 05/12/2018 - 06:21

                @NoMoneyNoCry:

                Appointments to see that particular specialists has to be made 3-4 weeks in advance

                So the specialist is so busy they're effectively fully booked out for months, and you seem to think they don't need an effective receptionist to deal with time wasters like yourself?

                • NoMoneyNoCry on 05/12/2018 - 20:37

                  @HighAndDry: Again you’re using the same argument? Rude and angry = efficiency? Rolling her eyes at patient doesn’t make the clinic more efficient!!

                  The Coles Deli lady doesn’t act that way. And it’s hella more busy than that clinic. Why would a front line staff, who needs to face patient act like that. The Deli staff manages to be decent as well as efficient.

                  Not one is directly begging for your opinion here? So if you find answering to this thread is “wasting time”. Then DON’T reply. Like why is everything the OP’s fault. Anyways, there’s a pattern to all your posts. You seemed to be very strong minded. And loves to pick fights!! And if you’re beginning to loose an argument you make up stuff, or you jump to conclusions or you attack the OP.

                  You’re wasting my time!!

                  • HighAndDry on 05/12/2018 - 20:41

                    @NoMoneyNoCry: And you like to use exclamation marks apparently. I comment here for my entertainment. I'm certainly not being paid for it. If you want to stop providing said entertainment, feel free any time.

                    • NoMoneyNoCry on 05/12/2018 - 22:56

                      @HighAndDry: So am I wasting your time or providing you with entertainment? You’re flip flopping like a politician backed into a corner.

                      • HighAndDry on 05/12/2018 - 23:21

                        @NoMoneyNoCry: What? Most entertainment is a waste of time. It's certainly not productive in any way. But you are getting tiresome.

      • Dalton on 04/12/2018 - 20:35

        I guess they see their fair share of time-wasters.

        • HighAndDry on 04/12/2018 - 23:33

          Yup. I'd rather OP waste our time than that of the clinic.

  • MessyG on 04/12/2018 - 19:32

    Tell the doctor. She is costing them business. There's no room for that shit these days. I say this having worked as a medical receptionist previously and now as a doctor - they would want to know. Enough complaints and she can be replaced.

  • Chris Topher on 04/12/2018 - 20:27

    The receptionist just might be his wife/girlfriend/mistress/partner. Something to keep in mind.

  • anonymous01 on 04/12/2018 - 20:47
    +1

    When the dog barks at you, do you bark back at the dog? The dog is doing what he is programmed to do, she is doing what she is programmed to do.

    • NoMoneyNoCry on 04/12/2018 - 21:15

      Nope. I’ve avoid direct confrontation. That’s why I’m here to seek advise.

    • Tuftsdude on 04/12/2018 - 21:23
      +1

      Sometimes yes, it shuts him up (the neighbours dog) and I can get a few hours sleep lol.

      • anonymous01 on 05/12/2018 - 09:07

        LOL! In that case, carry on.

  • Bobby Hill on 04/12/2018 - 21:09
    +4

    Another doctor here.

    I appreciate the sentiment that some commentators are making re the demand for specialists, staff having to deal with aggressive patients on a regular basis, high stress etc. However, it doesn't excuse unprofessional behaviour nor unpleasant/condescending behaviour.

    OP if the events occurred as you stated, direct a complaint to the practice through the official channels (i.e written feedback to the practice manager). There should be details pertaining to complaints in the waiting area or on their website.

    Feel free to make a comment to the doctor as well. I would assume that in many cases, they are not aware of these types of occurrences happening in the waiting areas, and if you don't speak up, nothing will ever change. More importantly, the specialist would certainly care about your holistic health. If you are feeling uncomfortable, let them know.

    • NoMoneyNoCry on 04/12/2018 - 21:14

      I’ve been trying to work out the hierarchy in the practice. It looks like there’s 3 receptionist there. 1 per doctor. And the receptionist works directly for the doctor. No practice managers that I can speak to. And no middle person between her and the doctor.

      • Bobby Hill on 04/12/2018 - 21:24

        I would suggest first notifying your specialist after your next consultation. It is easier to deal with a verbal complaint than a written complaint. Escalate through a written complaint if no action has been taken/if you continue to experience the same problem.

        Re the hierarchy, there should be a practice manager that oversees/administers the whole practice if it all the doctors are situated in one clinic. I am unfamiliar with legislation that pertains to private practice guidelines/standards. It would be wise to see if there is anything there that might give you some information regarding patient complaints and contact avenues.

      • MessyG on 05/12/2018 - 10:56

        There's often no hierarchy and with specialists, often no practice manager. Just tell them, they'd want to know.

    • HighAndDry on 04/12/2018 - 23:34

      More importantly, the specialist would certainly care about your holistic health.

      OP isn't a patient.

  • Tuftsdude on 04/12/2018 - 21:20

    I feel ya OP. The medical centre near me is located at a plaza, very busy, wait times can reach 3 hours easily and you can't put your name in the queue over the phone. We have one receptionist who gives off all the things you said and there are times when you ask how many patients are in front of you (so you know whether to go do some shopping and come back, etc), she won't tell you and raise her voice saying "it won't be long, take a seat". Those times she says that, a few have been 30+ mins wait and I had something to do which would've taken 10 mins. So I'd keep insisting to know until she gives in. In a medical centre it can be stressful being a receptionist but you need to try to make it easier on the patients who are usually in a worse condition than you

    • uedamasaki on 05/12/2018 - 10:46

      Is this one of those bulk bill walk-in medical centres without an appointment book? I got offered a job at a place with this system before and I very quickly turned this down. I think they told me that patients would choose their doctor and wait in a queue for that GP. They'd get seen quicker if they chose the less popular GPs, but would often wait hours to see the more popular GPs. Essentially more popular a GP got, the harder it would be for that GP to continue to care for their patients over the long term.

      Sounds like a very stressful and unsustainable environment to work in!

      • Tuftsdude on 05/12/2018 - 11:27

        That's pretty spot on. I think it's manageable, I usually sit somewhere where I have a view of the reception. It's a fast paced work environment but it has its quiet times, I imagine time would go quick working there. The GP I want is always the busiest, he's a good friend of ours so sometimes I take an appointment just to say hi and get a something minor checked up, when he is not busy. Nowadays he's always busy though.

  • gimme on 05/12/2018 - 09:33
    +1

    If I wanted public advice everytime I come across a rude person I'll be on the internet 24/7.

    • h4zey on 05/12/2018 - 09:53

      well you almost there

      • gimme on 05/12/2018 - 09:54

        very true

  • afah0447 on 05/12/2018 - 10:49

    $200-$250 for a 5min appointment…id be letting the doctor know post-haste.

    That kinda of fee would almost cover the receptionists wages for the entire day. Maybe that's why she still has a job.

    There are heaps of doctors out there.

    • minotaurian on 05/12/2018 - 14:34

      I don't know what specialist you go too, but, sometimes there ain't many in a certain field.

  • [Deactivated] on 05/12/2018 - 11:31

    Quite often unhappy employee = bad service to customers. And a receptionist role is often filled by people who are doing it for money and not passion for the job.

    I would have a brief discussion with the practice manager.

    And oh, for people who say doctors are overpriced, why not become one?? :p

    So you know how long it takes and how much sacrifices required to become one.

  • LUTSlit on 05/12/2018 - 19:44

    Please just let it go. She probably has a shit life, isn't that enough?

    • NoMoneyNoCry on 05/12/2018 - 20:57
      +1

      I have ignore her attitude for 1.5 years now. I’m going to see her in a few days. And probably have to see her every month for god knows how long. I’m here to ask for opinions in how to best deal with this situation, not sure if you have read the other feed backs!?

      So yeah, if it was just a one off incident - it wouldn’t have bothered me too much.

      • LUTSlit on 06/12/2018 - 05:18

        Maybe you should kill her then.

  • eldudebrothers on 05/12/2018 - 22:01
    +1

    As a GP, if my receptionist is being unprofessional, I would definitely want to know about it.

  • [Deactivated] on 06/12/2018 - 10:05

    Make new temporary email.
    Make anonymous complaint/feedback. Dont mention anything that would identify you.
    Or wait until you no longer need that specialist to make complaint.
    Really do not want to risk any serious health implications by stirring things up with specialist you need.
    But anon complaint (just use first name only, and say a common name like say your name is Dave or Chris or Tony etc.
    Or wait until you don need specialist (maybe after operation?)

  • Fier2 on 06/12/2018 - 10:16

    I would let her know first about the issues and then inform the specialist. I came accross a rude receptionist in the past and i just let her know straight away i didn t appreciate her manners as i was already coming to see the gp for some mental health issues and having to deal with someone so rude was not acceptable and just turn me away. She was speechless. The week after she apologized and even offered me some chocolates. But i guess, it was because i raised the issues with her first and told her i would make a formal complaint if nothing changes.

  • bobbified on 06/12/2018 - 10:19

    I find that the triage nurses are usually the rudest, but I can understand it. They deal with shit people day in, day out and it takes a certain type of person to be able to cope with that kind of thing.

    It's interesting though - the few times I've had to speak to the triage nurses, I've been really polite (knowing the shit they have to go through ever day) and they've responded back really nicely ever time. This is even after I've been sitting there watching other people get told off etc etc.

  • myusername on 06/12/2018 - 10:23

    leave a scathing review on google for their business

  • Noophe on 06/12/2018 - 11:57

    probably married to her

  • smuggler on 06/12/2018 - 18:18

    Which GP practice are you talking about? Where is it?

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