Awful GP appointment! (MH related) How do I complain most effectively?

[AnxietycanFoff]

Hi,

Just to give you a bit of background, I've had depression and anxiety for my entire adult life. Obviously it's up and down, but always lurking.

Have had a few episodes recently where I've just exploded and felt I really wasn't coping. DP begged me to make an appointment, so I did.

I've had lots of gateway appointments, where I know they'll ask me a few general questions, make sure I'm not suicidal and then put me in touch with their MH services and I have NEVER had to complain about a doctor before, but have had better experiences than others, of course.

This is what happened-

Firstly, my appointment was an hour late. There was no apology from the doctor. The 'conversation' went like this:

Dr: Hi, how can I help?
Me: I have been struggling with my MH recently and think I may need some sort of intervention again.
Dr: Hmm.
Me:.....So that's why I'm here......

No eye contact at all. He prints off a sheet. The usual, on a scale of 1-10, score sheet.

Dr: Do you feel like that? (Pointing to sheet)
Me: Well yes, sometimes.
Dr: Hmm
Me: .....So I'm not sure what to do really
Dr- Hmm
Me- So do I just wait to hear from someone then?
Dr- Yes
Me- Do you know what the waiting list is right now?
Dr- No, I do not know
Me- Roughly?...
Dr- No.

He then goes back to his screen and starts typing.

Me: So is that it then?
Dr: Yes, that is it. Bye

Honestly, this is not an exaggeration. This is exactly what happened.

I got up and left feeling absolutely furious!

I asked the receptionist to write down the doctor's name, as I was unsure and hadn't seen him before. I think I'm supposed to just ask for a complaints form, but I'm sorry, that's not good enough! I don't want to just fill in a form, which may or may not be brought up in their next staff meeting.

It's bloody appalling! It took me a lot to go in the first place. I needed to actually speak to someone, but I've been left feeling foolish and completely ignored.

Sorry for the rant, but could really do with some advice.

TIA

Do you know who he has made a referral to? That's the first thing you need to establish.

Are you wanting medication, was that discussed?

What do you want from a complaint? Clearer communication yes, but it won't get you treatment any more quickly.

No, I don't want medication. As far as the complaint is concerned, well frankly he's not doing his job properly and that needs addressing.

Oh and the conversation in my OP is the entire conversation. Nothing else was discussed.

So what do you want from the complaint? If you're not specific you're not going to get anywhere.

He's got a crap manner. But that's not going to change as a result of one complaint, you'll get a "we're sorry you feel that way" kind of response.

It sounds like you want to know who you have been referred to and what happens next. Ring the practice manager and ask the question, and if you're still not satisfied then think about what you want to happen next.

I tried calling the practice manager earlier, but they're busy all day apparently. I probably will get a "we're sorry you feel this way" response, but if nobody ever complained about things like this, then nothing can change.

I would be very surprised if nobody had complained about him before. Surely it's important to log this?

You should log it, but honestly, they won't do anything about it. Might even be a locum so gone elsewhere next week, and local complaints don't follow the practitioner.

Focus on making sure you've been correctly referred. Your health is the most important thing.

Thanks, Tom. I have actually made another appointment, with someone else, obviously!. I really needed to talk to someone. It will likely be months before I get any proper help.

I’m sorry this happened to you. I think you have made the right call to make another appointment and try to have a conversation about what might help in the short term. And I would also mention that you had a really unhelpful appointment with the other doctor.

Don't be put off making a complaint.

I know our practice is amazing but DH put in a complaint about a locum GP they used and they haven't used him since.

Complain to the practice manager. Doctors should be able to communicate with their patients and give them at least some information. It may not get you treated any faster, but might let this particular doctor know that he needs to change his attitude.

If no luck with the practice manager, report to CQC and GMC. That was disgusting and dangerous behaviour on his part.

I’m sorry you had that experience. Speak to the practice manager. There’s an obligation to follow up complaints, respond to them appropriately and learn from them.

Complain to the CQC

can you self-refer to mental health services? In some areas there are psychological being services that you can refer yourself to either on-line or by phone.

I know it doesn't help with the Gp issue, but it might work for your mental health.

So it sounds like you’ve made another GP appointment because you need something else than the referral? I’d focus on that in the complaint.

CQC won't take up individual complaints unless it's about trattenenti under the MHA.

Many of these responses sound like people who have never had to go to the GP with a MH issue.

Op, I'm really sorry that happened to you. You are really strong to be able to book another appointment with a different GP, so well done for that. If my GP had behaved the way you described above, I would never have been able to go back and I needed help!

Put yourself and wellbeing before the complaint. If you can only deal with so much, deal with getting yourself the support you need and then deal with making a complaint when you're ready. Yes, that treatment is appalling. GP is not just a gateway to referral, they are first line practitioners for MH issues and behaving like that is not appropriate.

Good luck, and when I was ill I found MN an amazing support. I never told anyone other than DH in real life, but the women on here got me to the doctor when I really thought I couldn't do it.

I honestly doubt that making complaint will get you anywhere resolve anything for you.

What about another approach? Asking reception which GP is best at dealing with this particular issue, then book another appointment with that GP?

Our surgery you can make a double appointment so instead of getting 10 minutes you get 20 minutes?

You will need to be very organised , have a list of notes, and all the things you want.

Your'll need to decide before you go:
1)details of who you've been referred to before
who you want to be referred to this time.

2)do you be put on for counselling or any other service?

3)what medications you want, what are the possibilities.

You will need to say everything very clearly.
you need to dominate the conversation and control it.

At the very beginning of the gp meeting, say I've come today this is what I want to discuss: look and you notes and say 1, 2 and 3.

And then right from the off the GP knows you have 3 things to discuss.

And watch the time. Half way through your appointment, look at your watch, say your conscious of time, but you need these 3thungs removed before leaving today :

basically, subtly very gently say you're not leaving the meeting until until it's resolved.

Does that help?

Thanks for all the replies.

I was actually very prepared before the appointment. I was obviously anxious and the hours wait certainly didn't help with that, but as soon as I walked in the door, I felt completely deflated and very uncomfortable. The room was dark, blinds were drawn even though it was a gloomy day and as I've said, his general manner was just very cold and disinterested. Actually, I almost felt like he didn't believe in it. Like here we go again, another one with 'depression'. I have never been made to feel like that before. I think it's important for other people that I say something. I could have been at crisis point, but he wouldn't have known that with his approach. He didn't ask any questions really and could have missed something crucial. I'm lucky that I have support at home, but not everyone has that. I don't feel this is just about me.

I'm going to call again this morning and ask for an appointment with someone who's used to dealing with MH. God knows how long that will take though!

I have a complaint letter drafted and I'll probably ask to speak with the practice manager this morning to let them know I am sending this complaint. I don't just want to discuss it over the phone, as I think it's important that it's down in writing, for their records.