Official exemption card

[Seacrow]

Ahhh. I'm back again. Posting here I figure is better than howling at some poor receptionist.

So, my GPs surgery doesn't let you in unless you have an acceptable reason. No biggie, I mean I don't go to the GP for fun. They have a new camera/doorbell thing. The conversation goes like this:
Receptionist: you must wear a mask
Me: I'm exempt
R: can I see your official exemption card please
Me: there's no such thing
R: oh yes there is. Issued by the government, the lanyard with yellow flowers on.
Me: that's sold by a private, for profit company, and all you have to do to get one is pay
R: I'm sure they check your health
Me: no. My husband bought one for me. He gave them money and an address.
R: I need to see some form of proof.
Me: you are legally not allowed to ask for that.
R: wait please
Ten minutes later
R: I need to see something that shows you have medical conditions
Me: this is the doctors. You have my medical records.
R: we're not allowed to look through your medical records, patient confidentiality
R: but I can print them out for you
Me: and then you can read them
R: no, but I can give them to you
Me: uhhhhh
R: and then you can give them to me and tell me I can read them



We actually ended with her printing a piece of paper, handing it to me, and me handing it back for her to shred (because they don't keep patients private papers). I'm still speechless. At the time I didn't know whether to howl in aggravation or laugh myself silly.

 

[Lainie71]

Bureaucracy at its best lol

 

[UK T1]

Out of interest would they have accepted if you'd worn a visor?

 

[zand]

Out of interest would they have accepted if you'd worn a visor?

@Seacrow please try visor for next time and let us know what happens ...

 

[UK T1]

@Seacrow please try visor for next time and let us know what happens ...

Oh dear, I don't want to be a contributing factor for unnecessary stress/high blood pressure please!!

 

[Resurgam]

I think they must breed and train them apart from the normal run of Humanity - there is nothing like a GP's receptionist that could have occurred naturally.

 

[carty]

The receptionist at my practice used to be brilliant ,now we have a larger practise and our helpful receptionist seems to have disappeared !! They are polite but from a different planet I think
Carol

 

[Brunneria]

I know the scenario described in the OP seems ludicrous, but the reading of patient records without either confirmed/written authorisation or a clear and urgent medical need is a breach of data protection, and could in certain circumstances lead to dismissal and/or a large personal fine.

I don't work in healthcare, but where I work breaching the rules on data protection can result in staff facing dismissal, personal fines of up to £10,000, and the business could be fined into the millions.

So however bizarre the apparent behaviour of the staff in question, they are actually doing their best to
- do their job as they are required to
- avoid risk of dismissal or a severe fine
- and probably find the situation 10x more irritating than you do, because they have to have these same repetitive, annoying conversations several times a day. Also, because they have to stay professional, they cannot express the frustration and impatience that the general public is free to do. Nor can they come onto a public forum and mock the public, as the public is free to mock them...

 

[LittleGreyCat]

Might be useful if the reception computer system held a flag for exempt people.

I know, wishful thinking, would require changes which cost money etc.

Old style card index with declaration by patient that they have an exemption countersigned by clinical staff might work, though.

 

[Ushthetaff]

Hmm don’t get me started on this or I will be howling ! The problem with most of this in MY humble opinion is total lack of consistency, and total mixed messages, I totally understand the social distancing etc . But let’s face it the majority of the Great British public aren’t stupid. Example I had to take my partner who has been diagnosed with dementia to see the consultant neurologist, I went to outpatients and was told I couldn’t sit in waiting room with her but could go in with her to see consultant. Fair enough. When she went in I was called and went with her, fair enough , however whilst speaking to consultant he said she needed a blood test after the appointment ! So he sent both of us to wait in the waiting room that I wasn’t allowed to in the first place eh eh eh how does that work ! Total mixed messages ,
What I am wary of is that this becomes the new norm , no more face to face appointments ! Video appointments etc etc , video appointments are fair enough in some situations but not with regard doctors actually seeing a patient is essential in a good diagnosis what’s next robot doctors I suppose it is to be expected , they say there’s an algorithm for everything, Ha .......

 

[Seacrow]

If you look on the government website it says it is not necessary to have a card stating you are exempt. If you feel the need to carry a card, a home made one is sufficient. If I was going to see the GP again I could really start to torment the receptionist.

For those worrying about receptionist morale, I remained calm, didn't raise my voice. I may have failed in keeping some frustration out of my voice, but so did she. I even thanked her profusely for being willing to find a work around. It's the bureaucracy gone mad.

Oh, and the government website also says a visor cannot be substituted for a face mask, although you are welcome to wear both if you want to.

 

[KK123]

If you look on the government website it says it is not necessary to have a card stating you are exempt. If you feel the need to carry a card, a home made one is sufficient. If I was going to see the GP again I could really start to torment the receptionist.

For those worrying about receptionist morale, I remained calm, didn't raise my voice. I may have failed in keeping some frustration out of my voice, but so did she. I even thanked her profusely for being willing to find a work around. It's the bureaucracy gone mad.

Oh, and the government website also says a visor cannot be substituted for a face mask, although you are welcome to wear both if you want to.

A home made exempt card? I can imagine the poor receptionist being presented with that, ha ha. PLEASE make one and tell us the conversation when you next go back! Her, 'I need to see proof', you, ' Here you go courtesy of the internet'. It IS frustrating isn't it, you can see both sides but sometimes it's bureaucracy gone mad. All you can do is have a laugh WITH the receptionist. We all need cheering up. x

 

[bulkbiker]

I know the scenario described in the OP seems ludicrous, but the reading of patient records without either confirmed/written authorisation or a clear and urgent medical need is a breach of data protection, and could in certain circumstances lead to dismissal and/or a large personal fine.

I don't work in healthcare, but where I work breaching the rules on data protection can result in staff facing dismissal, personal fines of up to £10,000, and the business could be fined into the millions.

So however bizarre the apparent behaviour of the staff in question, they are actually doing their best to
- do their job as they are required to
- avoid risk of dismissal or a severe fine
- and probably find the situation 10x more irritating than you do, because they have to have these same repetitive, annoying conversations several times a day. Also, because they have to stay professional, they cannot express the frustration and impatience that the general public is free to do. Nor can they come onto a public forum and mock the public, as the public is free to mock them...

But as professionals then they should be aware that there is no such exemption card as the surgery (if anything like mine) will have refused to countenance providing them anyway.

The law about face coverings is fairly self evident and clearly states that people should not be questioned if they are claiming exemption. It has been in force since June last year so there really is no excuse for ignorance here.

 

[Brunneria]

But as professionals then they should be aware that there is no such exemption card as the surgery (if anything like mine) will have refused to countenance providing them anyway.

The law about face coverings is fairly self evident and clearly states that people should not be questioned if they are claiming exemption. It has been in force since June last year so there really is no excuse for ignorance here.

Please note that my post you quoted was not discussing the wearing of masks, it was explaining the consequences of not complying with the UK rules on Data Protection.

However, if the member of staff has been given instructions by their line manager to follow certain procedures, then they will do so, as do most of us in our jobs. Yes, staff can question. Yes staff can roll their eyes and consider things to be unnecessary or different from how we/they would run things, if they/we ruled the world. But until those instructions change, expecting a receptionist to just rip up the rule book for where they work is unfair.

Far better for any patient who disagrees with surgery policy to write a letter to the office manager, rather than to argue the toss with the receptionist, who is simply following the instructions with which they are required to comply, and who will face consequences if they don't.

 

[Lamont D]

Ahhh. I'm back again. Posting here I figure is better than howling at some poor receptionist.

So, my GPs surgery doesn't let you in unless you have an acceptable reason. No biggie, I mean I don't go to the GP for fun. They have a new camera/doorbell thing. The conversation goes like this:
Receptionist: you must wear a mask
Me: I'm exempt
R: can I see your official exemption card please
Me: there's no such thing
R: oh yes there is. Issued by the government, the lanyard with yellow flowers on.
Me: that's sold by a private, for profit company, and all you have to do to get one is pay
R: I'm sure they check your health
Me: no. My husband bought one for me. He gave them money and an address.
R: I need to see some form of proof.
Me: you are legally not allowed to ask for that.
R: wait please
Ten minutes later
R: I need to see something that shows you have medical conditions
Me: this is the doctors. You have my medical records.
R: we're not allowed to look through your medical records, patient confidentiality
R: but I can print them out for you
Me: and then you can read them
R: no, but I can give them to you
Me: uhhhhh
R: and then you can give them to me and tell me I can read them



We actually ended with her printing a piece of paper, handing it to me, and me handing it back for her to shred (because they don't keep patients private papers). I'm still speechless. At the time I didn't know whether to howl in aggravation or laugh myself silly.

As someone as already said, this type of face to face meeting might become rare.

What did you go to the surgery for?

I have noticed in the past few weeks, if you need to go to a place, say, opticians phoning to make sure that they are open and can you pop in to get information or get a minor repair done.
I already have phone conversations with my doctor , specialist and my counsellor.
I can see restrictions carrying on despite the proposed opening of the economy.
Because as Europe and other areas of the world are experiencing another sharp rise in infections and hospitals becoming full again, we definitely could get a fourth wave.
I hope not, but can we take that chance? With the borders are still open and airports bringing thousands of passengers into the country every week.

Stay safe

 

[bulkbiker]

Please note that my post you quoted was not discussing the wearing of masks, it was explaining the consequences of not complying with the UK rules on Data Protection.

However, if the member of staff has been given instructions by their line manager to follow certain procedures, then they will do so, as do most of us in our jobs. Yes, staff can question. Yes staff can roll their eyes and consider things to be unnecessary or different from how we/they would run things, if they/we ruled the world. But until those instructions change, expecting a receptionist to just rip up the rule book for where they work is unfair.

Far better for any patient who disagrees with surgery policy to write a letter to the office manager, rather than to argue the toss with the receptionist, who is simply following the instructions with which they are required to comply, and who will face consequences if they don't.

I would have hoped and imagined the law to be a slightly higher authority ..

"I was only obeying orders" lost its lustre a while ago...

 

[Daibell]

At my surgery in normal times they ask for DoB and name/address. With that I think the Receptionist is allowed to look for you on the system etc. If they find you then there should be no block to proceeding. I think your surgery is over-interpreting GDPR rules. They were never meant to be interpreted in that way.

 

[Lainie71]

Well I had a follow up appointment that was supposed to be via doctors skype - not sure of the app but anyhow, she sent me the details whilst I was talking to her, but could not for the life of me get the app to open! There was a lot of very awkward silence while myself and technical support husband lol attempted to set the darn thing up, in the end I just said "nope its not happening", but the dn was insistent that "yes it WILL work". I gave up as I couldn't read the text message with the details of the app whist talking to to her! Hence the conversation was just as it would have been before the blooming pandemic, over the dog and bone

 

[Seacrow]

Annnnnd here we go again. I have a phobia of telephones (well documented, due to events as a child), I can rarely use one.
Turning up at what shall now be known as Fortress Surgery, to find the rules have changed. Great! you may think. Not so.
1) You may only enter the surgery with a pre-existing appointment
2) Appointments must be made over the telephone
The sharp witted among you may see my problem.
3) Appointments may not be made over the intercom
4) Exceptions can only be made by a GP. At an appointment.

I see two ways out
1) I get my neighbours to phone for me after having explained the symptoms of a UTI that the receptionist will ask for
2) I write a letter to the practice manager asking for an appointment

Oh, and this is not just for COVID, this is for as long as 'they see the need'... I guess I should think myself lucky I'm not in serious pain or need.

 

[zand]

Annnnnd here we go again. I have a phobia of telephones (well documented, due to events as a child), I can rarely use one.
Turning up at what shall now be known as Fortress Surgery, to find the rules have changed. Great! you may think. Not so.
1) You may only enter the surgery with a pre-existing appointment
2) Appointments must be made over the telephone
The sharp witted among you may see my problem.
3) Appointments may not be made over the intercom
4) Exceptions can only be made by a GP. At an appointment.

I see two ways out
1) I get my neighbours to phone for me after having explained the symptoms of a UTI that the receptionist will ask for
2) I write a letter to the practice manager asking for an appointment

Oh, and this is not just for COVID, this is for as long as 'they see the need'... I guess I should think myself lucky I'm not in serious pain or need.

Do you have online access to your blood test results etc? I can book appointments online through the same link although there isn't the same amount of choice online as on the phone.
Also is your fear of phones a phobia of the actual apparatus or of the person at the other end of the line? I sometimes struggle with telephone calls but am OK with automated phone appointments, I am OK with 'pressing 1 to accept or 2 to continue to hear available appointments' etc For me it's an extension of agoraphobia which personally comes down to a fear of people (which, like your phobia is down to events as a child.)