Does your GP surgery phone when they say they will?

[Twitterwhooooo]

Just a bit fed up.

I completed the econsult form on Monday morning, logged on and saw that an apt had been made for GP to call me at 12.30pm today.

Rearranged my work meetings to be available to take the call - basically freed myself up from 12pm in case she was running late.

GP called at 10.20am (when I was in the meeting that I'd rescheduled to be able to keep the appointment). I couldn't answer, so received text saying that she couldn't connect but would call me tomorrow morning.

I phoned surgery to ask if any idea of time, and no as they don't give exact times due to clinical flow.

Except they had given me an exact time.

So, having thought I had an appointment and made myself available, I'm now expecting a phone call at some unspecified time which I don't know whether I'll be able to take or not.

This is why A&E is so rammed, isn't it?

girlmom21 I asked the receptionist exactly that today.

She didn't know.

I used the Econsult form (see my OP). They triaged it and offered me an appointment.

That's what I've found so frustrating FinallySomeNormality.

I appreciate that they're snowed under and am happy to re-arrange everything else to prioritise being able to take a phone call.

But I can't telepathically know that that phone call will come over two hours before the apt time.

When I am working (I am currently off sick), I give times when I am available as I can't take personal calls except on breaks.
The surgery don't like it, but they do fit it in.

If you turned up early to a f2f appointment they would refuse to see you.

If you turned up even a minute late to a f2f appointment they would refuse to see you.

But we are supposed to sit by the phone from 8am until 6pm ready to be hurried through a 2 minute phonecall when that is our only access to primary medical care?

Fuck that. It's an abuse of power and GPs should expect to be challenged.

Yes they have phoned on the minute they said they would which surprised me.
I've had quite a few phone appointments over the last month and everyone has been bang on time.

I've been really impressed by our GP and the phone appointments. I tend to use the form on the website because I can't get the online booking to work and can never get through on the phone. In the information box I put the reason for wanting to talk to the GP and on both occasions, have been contacted by the GP of time. The most recent was an appointment for my teenager who was given a 9am - 12pm window during which time they'd be at school. First call was missed but second they were able to pick up, had the appointment and was invited in for a face to face appointment after school.

GP too.
We just have a list of calls to work through in one day, no specific times. It's up to patients to say in their message if they have a preferred time slot, and I try really hard to fit in with that. As others have said, we triage by clinical need, and take into account the patient's view on how urgently they need the call.

If I can't get hold of someone, I will try to email or leave a message asking for a preferred time. And I always call back at least three times. I am aware not everyone does that, which I don't think is fair to patients.

I think the way we are working has some advantages - no one is left waiting ages in the waiting room because I'm running behind after dealing with a really sick or very complex patient. But it can be a bit inflexible at times.
If you're not happy with the system at your practice, the best thing is to write a letter of complaint to the practice manager

My GP practice just tells you"the doctor will call you tomorrow."they cant give you a time, you are expected to be available to pick up the phone anythime between 8 am-6pm.
Its bonkers

DrDinosaur yes, I sent a very friendly, appreciative letter to the Practice Manager saying that it's not helpful to offer apt times then call (once) over two hours earlier.

I do get how pressured GPs are, but this particular system is causing more work for them.

It’s absolutely mental. Like PP us mere mortals can’t just turn up for an appointment at any time we fancy, and in pretty most other lines of work no one else can give such a vague appointment ‘time’. I’ve tried feeding it back but the GP/receptionist just go ‘yeah, covid innit’…

GP just called and was very helpful. Thank god I was able to take the call as they don't call back if you don't pick up.

She said that they just call when they can and seemed surprised that Econsult gave times.

So monumentally unjoined up. So much extra work for GPs. So much unnecessary stress for patients and receptionists.

Mine always ring but but some doctors are better than others. For example, some doctors, if you miss the call then tough luck. One of the doctors called me three times the other day after I stupidly had my phone on do not disturb and missed the first two!

'This is why A&E is so rammed, isn't it?'

No. A&E is full of patients who can't get a bed in the hospital because of bed blockers who have no care package and can't be discharged. And because of covid patients taking up hospital beds and, more significantly, ICU beds meaning that routine surgeries are cancelled and obviously conditions worsen to emergency levels when they aren't treated in a timely fashion.

Ours are at least honest, and say that you're on the list for a phone call and they give you a day on which that will happen. And if you miss the call (ie you dare to use the toilet without taking your phone) , you're removed from the list and you repeat the whole process again the next day.

I'd be bankrupt if I ran my business like it.

We're still on the system of 'Phone at 8 a.m. to book a telephone consultation for the same day'. Booking ahead isn't allowed. No, we can't give you a time. No, we cannot say a.m. or p.m. No, we cannot take a request for 'After 2 p.m. please ' or 'Could you avoid between 10 and 11 please'. God Doctor will phone when it is convenient for Doctor. No econsult available. No f2f with GP's (presumably nurses have natural immunity to Covid). We can email Every email gets the auto-response 'Please phone the surgery at 8 a.m. any weekday to book a same-day telephone consultation'.

Thankfully, we can afford to see a GP privately.

@SmellyOldOwls

'This is why A&E is so rammed, isn't it?'

No. A&E is full of patients who can't get a bed in the hospital because of bed blockers who have no care package and can't be discharged. And because of covid patients taking up hospital beds and, more significantly, ICU beds meaning that routine surgeries are cancelled and obviously conditions worsen to emergency levels when they aren't treated in a timely fashion.

Including conditions that worsen because people haven't been able to access GP services.

Our surgery says early / late morning or afternoon but not a time.
GP phoned me at 8.30 for my early morning appointment today. She was great, organised prescription there and then and had organised my referral by this lunchtime (phoned to confirm).
I'm so glad she's come back as she left a few years ago and I've not found any of the other gps as good.

Ours says a time that the GP will try and call you - within half an hour usually and mostly it's been adhered to.

They will also text though as well which is super helpful. Situations where I cannot talk but can text and things have been resolved without wasting the appointment.