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WIBU to make a formal complaint

(13 Posts)
RavioliOnToast Thu 25-Jun-15 18:10:50

don't want to drip feed but so much info to write down (think I'll bullet point like another thread I saw)

*DD2, 4 months, suspected cmpi diagnosed by you lovely lot of MNetters, made gp appt and asked for referral to paediatrician
*Dr insisted we try gaviscon for a week to see if that was the problem. This stopped the screaming but not the diarrhoea or vomiting
*went back a week later, she told me she'd make a referral that same day
* a week or so later, I bought some wysoy milk out of desperation to stop the crying, this worked and reduced vomiting and diarrhea
*rang gp again to chase up referral, receptionist said would ask the doctor that made the referral to call me back, she didn't
*repeat previous bullet point, still no call back
* made another appt with same gp who told me she would update the referral, to include the wysoy had worked and I should hear something any day now, she also said they don't prescribe nutramigen without paediatrician approval as many mothers are 'self diagnosing their kidd with cmpi and theres actually nothing wrong'
*fast forward a week and a bit to today - went for a second opinion to a different Dr, same practice, who prescribed nutramigen straight away, and looked on dds file to see the previous Dr hadn't made any referral at all. he also checked with both secretarys in the practice who confirmed no referral had been made. never mind a follow up letter produced.

I'm absolutely fucking furious.

My grandad seems to think there must have been a breakdown in communication and it wasn't done intentionally, I think differently. I fail to see how a referral, two follow up phonecalls, and a followup letter going missing is a breakdown in communication.

what do you think?

LadyOrangutan Thu 25-Jun-15 18:14:05

I'd make a complaint for sure. That's not acceptable

SquinkiesRule Thu 25-Jun-15 18:18:14

Yes make a complaint. The first doctor was just fobbing you off. He should be ashamed of himself.

MrsNuckyThompson Thu 25-Jun-15 18:22:14

Why are you asking? This is appalling and you should complain. If you're worried about the letter being too shouty post on here for an opinion!

RedRugNoniMouldiesEtc Thu 25-Jun-15 18:33:20

Definitely complain. Being generous his dictation of the referral and follow up has been lost so the system needs some sort of failsafe introduced. Realistically this gp has made a value judgement and taken things into his own hands - which needs addressing. The system we have works because everyone has and does their job, one link in the chain disengaging from that puts people at risk. Only when the complaints procedure is implemented do these things come to light. It's there for a reason, definitely use it.

Pancakeflipper Thu 25-Jun-15 20:43:49

I think I would write a non-confrontational letter asking for the surgery manager to look into this for you and that you forward to hearing from them soon. See what happens then.

We had a Dr whom insisted DS2 had a virus (for 18months) and put barrier after barrier up for us to be referred. Thank fuck when they handed my file to the HV saying they thought I had mental health issues. 1 telephone conversation with the HV and we were referred.
Annoyingly no apology for leaving my son with a knackered digestive system.

wheresthelight Thu 25-Jun-15 21:42:52

I would definitely complain!! Although be prepared for them to kick you out of their surgery!

For making a formal complain against a gp who tried to insist on prescribing my dd penicillin when it's on her notes that she is allergic and then refusing to dispense meds that I cannot get at normal chemists and only in stock at the doctors run dispensary I have been removed from their list as have dd and dp.

For stressing politely that I was not impressed and refusing to take no for an answer I was told I was abusive and threatened their staff. I was sat in the office at work and have witnesses that I wasn't but they are refusing to back down.

bonzo77 Thu 25-Jun-15 21:47:16

Are you at my old GP in north London? 2 years it took for me to actually get referred. By the time I was seen I was pregnant and couldn't have the treatment.

pilates Thu 25-Jun-15 21:52:28

Yes a letter of complaint to the Practice Manager.

CalmYoBadSelf Thu 25-Jun-15 21:56:00

The first GP was poor in not making the referral and fobbing you off so you are entitled to complain. However there may be some truth in what she said as guidelines in our area say that CMPI may only be diagnosed by paediatricians and GPs should not initiate specialist milks.

These guidelines have been introduced because of some parents wrongly insisting their child is intolerant either through overanxiety or because formula on prescription saves them paying for it (not suggesting you are one of them though). I don't think Nutramigen is a first line preferred product here either, although I can't swear to that, but would only be used if other milks had proved unsuitable so the second GP, while giving you the result you want, may not have done the right thing clinically

RavioliOnToast Thu 25-Jun-15 22:13:59

I understand that Calm and I am aware the NHS have budgets and cuts to adhere to. I had ordered into the chemist 4 tins of the nutramigen to pay for out of my own pocket before I got the prescription from the dr. I had put my DD on wysoy milk out of sheer desperation and as the 2nd gp could see this had made an improvement he happily put me on nutramigen. Hopefully this 'urgent' referral he has put through hurries up. DD has dropped 2 percentiles in weigh since birth also, 2nd Dr seemed slightly concerned by this, not sure if the two.could be linked?

I think a bin confrontational letter is the way forward, I think I'd be able to.word that better rather than an angry one, I can't write angry or I'll end up swearing etc, I can't intelligently (sp) angry write...

CalmYoBadSelf Thu 25-Jun-15 23:54:44

I'm not suggesting you shouldn't complain Ravioli, just pointing out that you could inadvertently drop the obliging doctor in it if he hasn't adhered to protocol

I would certainly write to the Practice Manager and ask for an explanation of what happened to your first referral and why calls were not returned, etc. Highlight the length of time this added to the process and any adverse effects caused

RavioliOnToast Fri 26-Jun-15 07:09:53

I will avoid mentioning the outcome and just suggest that the second Dr has insisted he will put through the referral as urgent. I'm definitely going to ask for an explanation in a non confrontational way, I'd like to know how this has happened. Thanks for the heads up Calm

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