The worst practices for \u2018unhelpful\u2019 front desk staff were named and shamed last month in an investigation for MailOnline, which found two-thirds of patients in some practices found them \u2018not at all\u2019 helpful.<\/p>\n
Official figures suggest 2.8 million people a month struggle to contact their GP practice \u2013 often facing an undignified scramble for appointments when phone lines open.<\/p>\n
But receptionists are now fighting back. They say they are doing everything they can to help patients get the care they need.<\/p>\n
Several have offered helpful tips that patients can employ to maximise their chances of getting an appointment. By offering up their insider secrets, they just might help you get your next appointment.<\/p>\n
DITCH THE PHONE QUEUE AND TURN UP IN PERSON<\/p>\n
The 8am scramble when the phone lines open is one of patients\u2019 biggest bugbears. Many find themselves in long queues, only to finally get through when all appointments for the day have already gone.<\/p>\n
Tracey Jetts, 61, a receptionist at a GP surgery in Doncaster, recommends ditching the queue if you can \u2013 and turn up in person instead. \u2018You may be more likely to get an appointment that way,\u2019 she confides.<\/p>\n
![\"GP](\"https:\/\/www.europesays.com\/uk\/wp-content\/uploads\/2025\/06\/99379295-14812495-GP_receptionist_Tracey_Jetts_recommends_ditching_the_phone_queue-m-2_1749926781124.jpeg\")
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GP receptionist Tracey Jetts recommends ditching the phone queue if you can \u2013 and turn up in person instead. \u2018You may be more likely to get an appointment that way,\u2019 she confides<\/p>\n
\u2018We may still send you to the pharmacy, or make a non-urgent appointment on another day, as we still have to prioritise patients according to need. But you\u2019ll have been able to speak to someone and won\u2019t have been hanging around on hold.\u2019<\/p>\n
Another receptionist in north London said if patients are prepared to wait in person, appointments can free up. \u2018The other benefit is that we can see how ill you are, which may mean you\u2019ll be more likely to get a slot,\u2019 they added. \u2018We\u2019re not doctors, but we can tell when someone is struggling.\u2019<\/p>\n
RING IN THE AFTERNOON \u2013 AND ON TUESDAYS<\/p>\n
Once the initial morning rush has died down, it is easier to get through. And sometimes appointments are released later in the day if a doctor has more time, there are cancellations or patients fail to show up.<\/p>\n
One GP receptionist in Cardiff said: \u2018A patient last week rang in the middle of the afternoon needing blood tests. If he\u2019d rung in the morning he\u2019d likely have been turned away, but we\u2019d just had a cancellation so I was able to get him in straight away.\u2019<\/p>\n
But avoid Mondays and Fridays if you can. One receptionist in Gloucestershire said mid-week was \u2018much quieter \u2013 especially Tuesdays\u2019.<\/p>\n
THEY CAN SPOT WHO NEEDS HELP\u00a0<\/p>\n
While it might feel frustrating to a patient who frequently contacts the surgery \u2013 whether by phone, in person or via an online contact form \u2013 it would raise a red flag among receptionists.<\/p>\n
\u2018Some patients think if they push hard enough and raise their voice, they\u2019ll get an appointment that day, but that won\u2019t work,\u2019 a receptionist in north London said. \u2018Patients are seen according to need, but if patients call several times in a few days there will be a log and it will be flagged with GPs as a potential worry.<\/p>\n
\u2018The doctor will usually make sure they\u2019re seen promptly.\u2019<\/p>\n
![\"Patients](\"https:\/\/www.europesays.com\/uk\/wp-content\/uploads\/2025\/06\/99379291-14812495-image-a-3_1749926824156.jpg\")
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Patients who don\u2019t want to make a fuss and list a few small symptoms simply won\u2019t be prioritised, receptionists warn<\/p>\n
HOW TO EXPLAIN WHY YOU NEED TO SEE A DOCTOR\u00a0<\/p>\n
It\u00a0is routinely one of patients\u2019 biggest complaints about GP receptionists \u2013 the requirement to tell them why they want to see a doctor.<\/p>\n
But, receptionists say, it can only help you to get seen more quickly.<\/p>\n
\u2018I\u2019m sure they think we\u2019re being nosy,\u2019 said one Cardiff receptionist. \u2018But we have to ask so we can make sure the most urgent cases are prioritised, or you might need a double slot.\u2019<\/p>\n
Some key phrases may mean you get treated quicker \u2013 although receptionists advise against embellishing the truth as this will soon be found out.<\/p>\n
Mrs Jetts says: \u2018Saying how something is affecting you, rather than just the problem itself, is often a good way of showing us how urgent it is.<\/p>\n
\u2018So if you\u2019re not sleeping well and if you say it\u2019s affecting your ability to work, or drive, or look after your children, then that needs to be dealt with quickly. If you\u2019re bleeding, that\u2019s another red flag, or any problem that has got worse since the doctor last saw you.<\/p>\n
\u2018If it\u2019s a mental health problem and people say they\u2019re having \u201cbad thoughts\u201d to want to hurt themselves, that would also trigger an urgent appointment.\u2019<\/p>\n
One receptionist recommends the phrase \u2018this is not normal for me\u2019 \u2013 which indicates a new problem a GP may want to check out.<\/p>\n
And while children will almost certainly be seen quickly, particularly if they have a fever or rash, it\u2019s worth parents making it clear if they\u2019re not eating or drinking normally, not sleeping properly or being more listless than usual.<\/p>\n
One receptionist in Northamptonshire said: \u2018I only had emergency appointments left when a mother rang up about her daughter\u2019s possible whooping cough.<\/p>\n
\u2018I said, \u201cI can only give you an appointment if it\u2019s an emergency.\u201d I just needed the mother to say it was an emergency \u2013 she did and she got the appointment.\u2019<\/p>\n
\u2026BUT DON\u2019T UNDERPLAY IT<\/p>\n
Patients who don\u2019t want to make a fuss and list a few small symptoms simply won\u2019t be prioritised, receptionists warn.<\/p>\n
If you don\u2019t give them the full picture, you might miss out on an appointment or risk a serious condition going undiagnosed and getting worse.<\/p>\n
\u2018People will say things like, \u201cI\u2019ve just got a bit of indigestion\u201d but when you question them you realise they also have some arm pain,\u2019 says Mrs Jetts. \u2018Yes, it could be indigestion, but they\u2019re also classic signs of angina or a heart attack \u2013 if you don\u2019t tell us that, it could be missed.<\/p>\n
\u2018We get a patient like this at least once a week.\u2019<\/p>\n
WHY VERY SICK PATIENTS WILL \u2018JUMP THE QUEUE\u2019<\/p>\n
Some\u00a0\u00a0 patients with chronic or serious conditions may be prioritised, receptionists reveal.<\/p>\n
Those with conditions such as cancer, heart or lung problems or who are receiving end-of-life care will generally have an alert attached to their records which means frontline staff will either automatically make an urgent appointment or consult with doctors to ensure they are seen more promptly.<\/p>\n
Mrs Jetts says: \u2018This isn\u2019t so they jump the queue, but to make sure their condition doesn\u2019t worsen. We can see what conditions they have and, if it\u2019s something like asthma and they\u2019re complaining about breathing issues, we can get them seen quickly.<\/p>\n
\u2018We also put an alert on veterans\u2019 records, as they can spiral in terms of their mental health.\u2019<\/p>\n
Children and babies will usually also be seen promptly unless it\u2019s \u2018really minor\u2019.<\/p>\n
PHARMACY IS NOT A COP-OUT<\/p>\n
Patients often refuse to accept that sometimes they don\u2019t need to see a GP.<\/p>\n
They can be treated by a pharmacist for simple problems such as urinary tract infections, ear and sinus problems, sore throats and infected insect bites.<\/p>\n
Some practices have a pharmacy within the clinic, so patients can be directed there rather than waiting for an appointment.<\/p>\n
Other non-GPs may also be better placed to help, and receptionists may book patients in with a practice nurse, physiotherapist or even paramedic practitioners.<\/p>\n
Receptionists recommend patients don\u2019t treat this as a downgrade.<\/p>\n
\u2018It\u2019s great news for patients because it usually means they can be seen and treated in hours \u2013 far sooner than if they\u2019d waited for a GP appointment,\u2019 a receptionist in London said.<\/p>\n
\u2018Despite this, I\u2019m shocked at the number of patients who refuse to be seen by these people because they think we\u2019re fobbing them off \u2013 the opposite is true.\u2019<\/p>\n
BE KIND \u2013 CHOCS GO A LONG WAY<\/p>\n
One receptionist says you may be more likely to get the help you want if you can be kind. \u2018We\u2019re human too,\u2019 she said. \u2018We\u2019ll be far more inclined to help you, if you\u2019re nice to us.\u2019<\/p>\n
As Mrs Jetts puts it: \u2018A box of chocolates or biscuits lets us know we\u2019re appreciated \u2013 and we remember that.\u2019<\/p>\n
BE READY TO CHANGE YOUR GP<\/p>\n
Change your GP if you aren\u2019t happy. \u2018Vote with your feet,\u2019 says Mrs Jetts. \u2018It\u2019s absolutely your prerogative.\u2019<\/p>\n