To be annoyed with the NHS referral service

[slightlyconfused85]

I think maybe I am, but I'm having a bit of a crap time with them today. I went to the GP last Tuesday with a painful lump on my neck; she referred me to ENT and they have given me an appointment for next Monday when I am on holiday, which I discussed with the GP at the time and she noted. So, in going to rearrange this appointment it turns out that essentially I have to give this appointment away, and be re-referred by the GP and wait potentially another two weeks to be seen. I find it really frustrating that I have to join the back of the queue and can't just be moved into the next available appointment after my holiday.

Additionally, I saw a different GP two days later because it was very painful and I wanted some pain relief. He then called me back later in the day, and said he'd refer me to Head and Neck in the cancer part of the hospital, as this would be quicker. I've heard nothing about this one, so having tried to speak to several people about this I can only assume that this appointment (which is different to ENT) is floating around somewhere and I may hear about it soon. Or maybe it's been cancelled?!

AIBU to feel upset and annoyed? I am worried enough about this lump, and short of cancelling a 5 day break to Ireland which I've been looking forward to for months, I don't think I can do anything except wait.

yes you cancelled - they should try and give you the next available but that may be a long wait

My referal (also for big C related concerns) came through - the apt was mucked up - 8 weeks on I finally have an apt for tomorrow ...

it sucks but it's also the height of the holiday season

I am also waiting for biopsy results which need to go to panel and so will take 8-10 weeks - again because the panel only meets every 4 weeks and I fell between two

Finally my daughter needs 3 monthly blood tests and referrals if there are changes - last month we needed a referral - next available apt is October - after her next blood test is due

my point being that sometimes you have to wait, or attend the apt they give you or be patient - as has been said, there are degrees of urgency

Is it possible the gp didn't actually pass on the info about you being on holiday? We get lots of referrals where this appears to have happened and we get it in the neck for sending an appt out when we 'knew they would be away' when in fact we had no idea. Because of course we are desperate to waste appointments on ppl who aren't going to turn up!

In our head and neck fast track (cancer) referrals go through us. They are received and scanned then go to the consultant. Then to us who ring with the first available appointment. We have massive trouble with fast track coming in for people who are away. It wastes everyone's time. Either it's suspected cancer and needs to be seen in two weeks regardless of other commitments (fast track) or its an urgent and should be seen in 4 weeks (allowing some leeway for holidays etc) other than that it's regular and comes under 18 week rules. Sending in multiple referrals complicates it for everyone. If it was my department you'd be offered 3 chances on one referral before sending back to the gp but some hospitals are under massive stress and so do things differently (we are too but I know others are worse).

Not all hospitals have the same system but I know ours would have entered your holiday dates, received the fast track and then seen you weren't actually available. This would cause massive problems as cancer care is certain days. Chances are the first week would be full of the fast tracks from last week meaning there was only one week of the two available - possibly the week you are away. Your gp putting it through thus way would, potentially, have earned us a massive fine even though we'd done all we could our end.

I totally understand your frustration but it's equally frustrating from the other side. The choose and book system is a nightmare because gps frequently assign the wrong specialty meaning each c&b has to be reviewed and often remade, again no fault of ours and frustrating for everyone. I honestly don't understand why they've done it the way they have, either it's a genuine fast track or not

Yes Titty I guess anything is possible. I know that I have to wait, and I'm not looking for special treatment. I am just feeling some frustration with the system (which I know is a stretched one).

Cornetto do you think this could be the case even though the referrals were on different dates to different departments? How would I find out who the secretary is?

Thank you today that sounds complicated, I completely understand how frustrating it must be for you; when you say 'us' what does that mean? Are you a doctor or nurse with the head and neck team? Like I say, I'm not one bit down on the NHS - just a bit frustrated and also worried about this darn lump!

Sorry, I'm admin side so I get to try and juggle everything and everyone to make it fit

The current system is frustrating for everyone and seems, to me, to have evolved based on far smaller numbers. It isn't cut out for the massive numbers we get now but renewing the whole system would be a hugely complex and costly undertaking. The nhs simply doesn't have the funding. Imo it's a bit like universal credit, it's obvious to everyone the old benefits system was archaic and wasteful but stomping in and slapping down a new system isn't going to work either. So everyone struggles on making the best they can of it.

I can totally understand your frustration, being worried about something like this is an awful thing and adding apparent bureaucracy and mismanagement (even if it only appears that way) just doesn't help! Hope you get your appointment soon and the lump turns out to be nothing major

Quite possibly - I've seen the same referral used for multiple specialities/dates etc I also doubt it's completely seperate departments the specialities will deal with different clinics relating to them, so for instance dermatology would deal with a mystery rash as much as they would ongoing skin cancer care.

To find the secretary literally google the name of the hospital and ent department and you should be able to quickly find a staff link. Then just ring the hospital switchboard and ask to be put through to dr so and so's secretary. I'd ask for their extension so you can just ring straight though if you don't get through the first time.

It is frustrating, pretty much every member of staff will be a patient if the nhs and had their own experiences, but it's also a massive beast and it's far too easy for the slightest deviation from a straightforward referral to turn into a massive game of Chinese whispers.

As a slight digression, there are a lot of simple solutions to the organisation, putting aside the politics, it still has to be done on such a massive scale it's a huge job. Remember the run of banking IT systems collapsing and people being unable to access their cash? It's the same thing.

Huge infrastructures that have grown organically and would cost so much time and money to standardise/replace/upgrade that there isn't a hope in hell it'll have a quick solution. It's shit when you're poorly and vulnerable, but we all have to play our part and take responsibility for what we can to ensure we get what we need.

As others have said ,your GP has made the referral under the guidelines for the 2 week wait.

The Hospital has to see you within this time scale or it'll be fined.

There will be a limited number of 2ww appointment slots per clinic ( the remaining slots will probably be "routine" and for a busy specialty could be up to a 18 week wait).

The 2ww slots are probably not released until 2 weeks before and therefore cannot be booked further in advance.

Although this system isn't exactly customer friendly at times it does mean that there are appointment slots kept available for the most urgent cases.

Hope every things ok.