I owe them an apology or it could have beem avoided if they just did it in the first place?

[LegendaryReady]

I'm very frustrated with my GP practice.

My stress levels are high because DH died recently after delaying seeking medical help for longer than he should have. I appreciate this makes health issues seem bigger to me than they should.

Anyway I had a telephone appointment with GP who referred me for a chest xray (by coincidence the exact same screening that identified DH's cancer, too late).

I've spent literally days phoning the booking line. It cuts you off after 20 mins on hold.

I emailed surgery asking for help. Nothing they can do, keep trying even if it takes all day every day.

In desperation I phoned the surgery to ask for help and was basically told "not our problem" . I was frustrated and worried and explained that it was disappointing that they wouldn't even try to help. I asked them to email the department and ask if anyone could call me, but no, that's not a service they offer. At this point I told them what I thought of the service. I absolutely didn't swear but I wasn't polite and they hung up.

Anyway I tried a few more days and then contact the GP himself to ask the same thing. This time, it was possible for them to email the department and they've now been in touch and the appointment is booked. Simple.

I know I shouldn't have been rude, but I also feel the need to explain that the whole thing could have been avoided if the response to the first email had tried to be even a little bit helpful.

GP surgeries are so overworked they don't want to advertise that they can help with chasing appointments. They wait until the patient has reached the end of their tether/possibly spoken to every single admin person that works at the hospital before they will do anything.

[That's not an official statement of course, just my view based on my experience, which is that actually if you got something done in merely "days" you did rather well].

I do understand that but if they'd sent a one line email at the time of my first request they'd have saved themselves a whole lot of time. That's what's so frustrating, they were replying to me anyway, it would have taken no longer to do something that actually helped. By refusing they made a lot more work for themselves.

Im a GP nurse. Please make a complaint, or make it known to the practice manager. Or complain to PALs ref the xray department.

They need to know about these issues to make it better. Unfortunately sometimes it takes people to be rude.

It was the practice manager who hung up on me.

I did also contact PALS at the hospital. They have a 7 day SLA and I haven't heard anything yet.

I'm sorry to hear about your DH 🤗

It's not at all surprising you're anxious.

I know the GP's are busy, but some of the staff just make everything more difficult than needs be.

I'm sorry you've had such a run around. I hope your X-ray is clear & you get some help with whatever the problem actually is.

I'd definitely let your GP know how rude the practice manager was!

@LegendaryReady

It was the practice manager who hung up on me.

Then address your complaint to a partner

Well that's what I did when I contacted the GP. They know and they've now acted. I'm not sure there's anything to be gained by complaining more. I expect I already have a "reputation"

I can understand your frustration but the issue is surely with the X-ray dept and not the gp

@LegendaryReady

Well that's what I did when I contacted the GP. They know and they've now acted. I'm not sure there's anything to be gained by complaining more. I expect I already have a "reputation"

Right. Then in answer to your title, you needed to be rude in order to get what you wanted. Hopefully they've changed practice although I think the fault is with the xray dept, but you'll find when they get back to you. Im not sure what else you want?

@Sweetmotherofallthatisholyabov

I can understand your frustration but the issue is surely with the X-ray dept and not the gp

Yes of course but the GP was referring me for a service I couldn't access and they did have an easy way to help, but refused. The GP is supposed to manage my care.

I just wanted someone to try and help. I also hoped that they might want take the poor performance of the booking line up with the appropriate people to help all their patients trying to use it, but they had zero interest in doing that either.

When DH died the GP gave the if we can with anything at all speil but the staff seem to just want to add to a patient's stress

I don't "want" anything now @Letsallscreamatthesistene, my issues are resolved for now.

I wondered if I should apologise but what I really want to do is give some feedback about how everyone's life would have been better if they'd just done that in the first place. However, previous experience suggests it won't be well received. I'd like to think that someone would be interested in a simple fix to improve the customer experience, but I expect what would happen is I'll end up frustrated and cross again.

In your situation you would think they'd show much more understanding and compassion. I'm so sorry you lost your husband.

@LegendaryReady

I don't "want" anything now *@Letsallscreamatthesistene*, my issues are resolved for now.

I wondered if I should apologise but what I really want to do is give some feedback about how everyone's life would have been better if they'd just done that in the first place. However, previous experience suggests it won't be well received. I'd like to think that someone would be interested in a simple fix to improve the customer experience, but I expect what would happen is I'll end up frustrated and cross again.

If you're minded too then yes an apology and suggestions for customer improvement would be welcome I think. Maybe address it to the practice manager and partner you spoke to.

I think the issue is with the xray department though. Its unreasonable to suggest that the practice phones and makes all appointments for patients.

I am sorry for your loss
They could have been sympathetic at the very least even if they couldn’t do anything practical for you

I’d also be frustrated if they done something that previous they were adamant they could not do. It would have saved you the distress and it would have prevented you giving them a piece of your mind. I’m glad you got the appointment and that’s the most important thing, don’t dwell to much on what’s happened and best of luck. Also I’m sorry to hear about your husband 💐