I’m a GP receptionist – yes we do need to know what’s wrong with you, we don’t just ask for a laugh

A GP receptionist has answered people's burning questions about what her job really involves.

Taking to Mumsnet anonymously, the woman revealed her job is more than just answering the phone.

GP receptionists often bare the brunt of patient's frustrations, from not getting appointments, to having to tell receptionists why they need to see the doctor.

The woman, who has been a receptionist for 12 years, said she was prepared to take "the flak" after reading previous discussions on the site "where we are called lazy, rude, power mad, b*****s and more".

She added: "I cannot possibly speak on behalf of all other receptionists!

"I've met good and bad also, I cannot deny the fact there are some people who aren’t suited to their roles.

"I have done this job for 12 years, it’s hard work but can be at times extremely rewarding."

One burning question that reappeared on the thread, was why receptionists were adamant to know patient's health problems before booking them an appointment.

But the receptionist revealed it's actually for a very important reason, so that you can be booked in with the right clinician.

She said: "I never make a clinical decision! That’s a fact.

"The triage I do is just making sure patients are being booked it with the clinician best suited to their needs.

"I must add that I always ask, 'May I ask what it is regarding or is it personal?' To make it easy to just say personal as is their right."

She explained that in her practice, only the nurse does smear tests, so if the person phones and books in with the doctor without explaining why, they won't get their test.  

Only one doctor does coil fitting so likewise, she needs to know if this is the reason for the appointment. 

The receptionist also said she often sees people complain about appointments "magically" opening up after further discussing the patient's needs with them.

She explained that she could put it down as an urgent call, if deemed serious enough.

"If it is NOT an urgent call I will be reprimanded by my manager and if this continues I would possibly lose my job.

"I am simply not allowed to continually add more and more patients to be added as 'extras'. They are called extras as there genuinely are no appointments left." She added.

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One user asked her if staff judged people who visit the GP regularly, she confessed they could see how often patients came to the surgery, but never judged them.

She said: "Honestly! I would treat you exactly the same if you called weekly or once a decade - it’s not my place to judge anybody.

"Somebody asked earlier if certain callers make me inwardly groan - I have to be honest and say YES but that’s only when I’m up to my ears with work and desperate to get something sorted."

She said some patients often call for a chat as they are lonely and she often suggest social prescribing to combat it, with their consent of course.

While many patients can feel frustrated by the lack of help from receptionists and feel they are "deliberately obstructive", the receptionist said they were doing their jobs or get in the way of you seeing your GP.

She explained: "I have no powers at all over the way the surgery is ran nor do I see myself as the dragon gate keeper.

"I am just the messenger who passes on any messages and leaves the actual clinicians to use their judgement on how to deal with it. 

"I’m paid to listen and act upon any concerns that a patient raises. 

"Perhaps there are surgeries who actively want a fierce gatekeeper to reduce their own work!

"I can only speak about my own surgery and the way I do my job - seems to be I work in a fabulous surgery where we all focus on patient care, kindness, respect and consideration."