AIBU to be annoyed (GP) related

[prawnsmummy]

Today I had an appointment at 10:40 for a pill check with the nurse at my GP. Have always used the pill and re-started after the birth of my daughter in July. The nurse walked past me on several occasions and even asked how my children are at one point and where they were today. 25 minutes passed and I was still waiting to be seen. The receptionist asked me who I was waiting to see again. I explained and then she said she would message the nurse to let her know I was still waiting. The nurse comes out totally flustered and apologised but then went on to say I didn't have an appointment. I pulled out my phone to show her my text message reminder. I was then seen by another nurse who informed that I must have already had this appointment as my blood pressure, weight etc had been recorded that morning. There was a lot of iffing and butting as to what had actually happened. At one point I was told someone must be coming to the surgery pretending to be me. To cut an already long story short the nurse who was meant to carry out the check came in to say she had already done a pill check this morning and she must have entered that persons details into my records . And her excuse for this was that she was having a very bad morning. I was polite about the situation and was told to request my prescription from the receptionist. After all that mucking about I was told there was no pill on my records... but that she would ring me and 'let me know the outcome'. I'm annoyed that I left without putting in a complaint.

[CwtchesAndCuddles]

You are right to be unhappy - sounds like a total balls up!!! Put in a written complaint to the practice manager so that they can investigate what happened.

[bakingtins]

Written complaint, they sound incompetent. Entering details on the wrong patient record could be downright dangerous.

[Ohfourfoxache]

A complaint is definitely understandable, but I'd imagine this has already been flagged up and that they are investigating.

Don't let that stop you though - it's always always good to get an idea of what happened from a patient's perspective - it allows for a more thorough investigation.

[prawnsmummy]

Thanks all. I'm not usually one for making complains but this has really annoyed me. It's funny because a couple of days ago I received a reminder text for an appointment I had not even made.

[MissYamabuki]

Wow. Do they even know who the other patient is? What a mess. It doesn't exactly fill you with confidence .

[Mrsmorton]

This has happened on our (huge) IT system and was to do with a patient code being the same as someone's DOB. Yes it's unacceotable, it may even be a "never" event which is big ju ju in health care.

OP if you want to complain then do so, I'm absolutely confident that this will be being dealt with at a fairly high level so before you do complain, it may be worth meeting with the practice manager/senior to discuss it. You may be happy with what has already been done but you may not.

When it happened to us (fortunately not in my dept) we had to stop working for about 20min until they had got the message out to everyone. That's about 800 care providers and it was MASSIVE!!!

[prawnsmummy]

Mrsmorton thank you for your reply. I really don't like to make a fuss about things. The nurse who made the blip has given both of my DCs immunisations and she really is a lovely lady. I was just saying to DP that I would hate to complain and cause her aggravation at work. I just don't want any further false entries on my health record. I'm going to pop in to the surgery tomorrow to try and resolve the situation. In all fairness I just want my pill. And for it not to become a headache each time a new prescription is due. As a family we are in and out of the surgery a lot due to my DS's health issues.

[Mrsmorton]

Excellent OP. You sound so reasonable and the nurse will
Probably be horrified at the error. Pop in and you can always escalate things if necessary.