I finally dealt with a receptionist

R

Rose65

Well-known Member
Location
United Kingdom
I did speak to my doctor a while back, about the attitude of one of the receptionists at the practice.
The doctor was very understanding and says they will look into it. I said it's unofficial, I don't want the person to be in trouble but I had to say something, as every encounter leaves me stressed.
 

Rose65 said:
I did speak to my doctor a while back, about the attitude of one of the receptionists at the practice.
The doctor was very understanding and says they will look into it. I said it's unofficial, I don't want the person to be in trouble but I had to say something, as every encounter leaves me stressed.
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That wasn't the way to correct a problem. I would have had both of them in the same room while I pointed out specific problems with the employee's attitude and behavior, so there was no room for misunderstandings. I wouldn't have been brushed off by some nonsense about "we will look into it ". A direct complaint, clearly stated to both of the people involved. JimB.
 
jimintoronto said:
That wasn't the way to correct a problem. I would have had both of them in the same room while I pointed out specific problems with the employee's attitude and behavior, so there was no room for misunderstandings. I wouldn't have been brushed off by some nonsense about "we will look into it ". A direct complaint, clearly stated to both of the people involved. JimB.
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I do take your point. But I don't want to make an official complaint, I don't want to endanger that woman's job. I just wanted to alert her managers. Who knows what she's going through in her life. The doctor said they would certainly find out what's going on with her and support her. I'm fine with that.
No matter what, I do not want to be vindictive.
 

Rose65 said:
I do take your point. But I don't want to make an official complaint, I don't want to endanger that woman's job. I just wanted to alert her managers. Who knows what she's going through in her life. The doctor said they would certainly find out what's going on with her and support her. I'm fine with that.
No matter what, I do not want to be vindictive.
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I guess we will disagree on this topic. Your "softly softly " approach is unlikely to get any tangible results. Sometimes an employee thinks they are somehow protected from any possible complaint, because they have been there for a certain period of time. Jimb.
 
jimintoronto said:
That wasn't the way to correct a problem. I would have had both of them in the same room while I pointed out specific problems with the employee's attitude and behavior, so there was no room for misunderstandings. I wouldn't have been brushed off by some nonsense about "we will look into it ". A direct complaint, clearly stated to both of the people involved. JimB.
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Ah, but this could backfire!

Put them together imagining the Dr. is on your side is a mistake. You don't know - maybe the Dr. hired that person to be the Gatekeeper so he/she doesn't have to deal with certain things?

Receptionist's Gatekeeping skills may be flawed, thus she is rude or whatever the problem is, but he/she HIRED her for a reason.

In other words, Dr. might have hired her to be Bad Cop to his Good Cop then when you confront them both, you're meeting a cabal united against YOU.

Criticize in private, praise in public. UNLESS you are the boss, or in court , or have some power position, this is a good rule to stick with: Criticize in private, praise in public.

And yes, that is politics! LIFE in 'Murica is highly political, in case you didn't notice.
 
LoveTulips said:
I was wondering how bad was the receptionist? It must have been really bad for you to make a complaint. What did she/he say or do to offend you, if I may ask?
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A subtle unpleasantness, being awkward about everything, sometimes downright obstructive. Yet all the other staff are helpful and kind. I wondered if I was oversensitive but my husband noticed it too. It's been a couple of years and every time she answers the phone I feel stressed. Something is not right with her, yet we never know what is going on in people's lives.
I just had to say something. Feedback is important for any service or in business, to improve things all round.
 
jimintoronto said:
I guess we will disagree on this topic. Your "softly softly " approach is unlikely to get any tangible results. Sometimes an employee thinks they are somehow protected from any possible complaint, because they have been there for a certain period of time. Jimb.
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this is true..however what you don't understand is that here within the overstretched and crumbling NHS... if you start rocking boats in your primary Doctors' surgery.. they are very quick to strike you of the register and that would mean a horrifically difficult process of finding another GP.

We are limited to having GP's only within our area.. we can't unless we choose to pay privately we cannot choose an NHS doctor.. so millions literally of people are registered with doctors and their horrendous receptionists.. ( and the latter are a massive complaint among the populace)... because we're not allowed to go elsewhere.. or at least not out of the health trust area.. which means people stay quiet about unacceptable practices within their Doctors surgeries, for fear of being struck off the register..
 

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