Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think GP system is broken?

159 replies

moutonfou · 22/09/2017 09:07

My morning, or, Getting a doctor's appointment in the UK:

  • Wake up at 8.30
  • Call doctor's 28 times and get engaged tone
  • Finally get a ring tone and wait 9 minutes for someone to answer
  • All appointments for the day are gone, try again on Monday

And it's not even cold and flu season yet.

As much as I love the NHS, this element just doesn't seem to be working? Or is my surgery just specifically not great and others have better experiences?

OP posts:
user1471495191 · 22/09/2017 10:38

Our surgery is brilliant. Generally manage to get an appt same day, regardless of who it is / what it's for...

Alwaysfrank · 22/09/2017 10:53

Our surgery has a really good system- half of appointments are bookable in advance, other half are available on the day both for urgent and non urgent things. They have a phone system that queues calls so you ring once, wait in the queue and it's pretty straightforward. They also offer phone appointments if it is something that doesn't need to be seen face to face, and can send the prescription direct to your nearest pharmacy. I think you need to find a surgery with a better system.

GinUser · 22/09/2017 12:17

The system is breaking because nobody has any common sense any more. You only have to read these boards to get a picture.
Nobody wants to take responsibilty for themselves, they must have a scapegoat/nanny substitute.
Inevitably any healthline will hedge its bets and err on the side of caution, which makes them pretty useless, too.
But what about these online GP services I have seen advertised on tv? Or do you have to pay for them?
The NHS is imploding because it is trying to do too many things it was not intended for (originally).

Littlelondoner · 22/09/2017 12:31

My dr is everyone who calls up for emergancy appointment gets triaged by phone they then 90% of time fit you that day. Next morning very latest. Other 10% is often something can perscribe over phone.

This is a very over subscribed central london nhs practise with closed books. If they can make it work theres no excuse for anyone.

KanyeWesticle · 22/09/2017 12:41

Your OP is typical for my surgery too.

tootsieglitterballs · 22/09/2017 14:16

@StormTreader exactly the same happened with me... literally word for word. It was a costa too!

LadyWithLapdog · 22/09/2017 14:24

GinUser - I agree.

FindingNemoandDory · 22/09/2017 14:45

Had varying experiences.

Previous surgery as described by OP, once called to request an appointment and receptionist answered "well when for because we're very busy"! I was a bit taken about as it was just routine but necessary had expected them to tell me what appointments were available and was prepared to wait! Got one for three weeks from time of call which was fine for me in that situation.

Also called once and asked if I could book in routine smear but also a GP appointment and the receptionist snapped and said she could only deal with one thing at a time, which I completely understand but was just letting her know reason for call!

These were my only experiences with that surgery.

Current surgery are fantastic, have been to them for pregnancy related matters and all GPs very good, to the point but compassionate, receptionists obviously busy but very polite and helpful. I have called a couple of times for an EPU referral and explained to receptionist that I don't think I need to come in but a quick chat with a dr would probably suffice and they've done just that.

Local hospital have been fantastic at helping with problems in previous pregnancy and current.

Helpmeltb · 22/09/2017 14:46

Mine is shite.

You can book online, unless you're a child. If you phone you can't get a face to face appointment, just an appointment for a gp to call you back if they have any left - the time of which has no bearing on the time they call you (don't know why they give a time). I spent a week trying to get a gp callback for dd while her school phoned me everyday asking if I could go in to give her paracetamol/ibuprofen. Yet when I wanted to go back on the pill, I got a same day emergency appointment Confused

BelfastSmile · 22/09/2017 16:27

My mum worked in a GP surgery until a few years ago, and 100 missed appointments per months sounds about right (bear in mind that some may be for the nurse etc).

She also said they had a hard core of people who just turned up all the time. One lady made an appointment most days, and had nothing really wrong with her - she was just lonely and wanted something to do. They couldn't really refuse to give her an appointment in case there was something wrong, though. She would also phone several times most days, to check how her prescription was coming along, or tell them that she was about to come down to collect it etc.

There were people with colds demanding emergency appointments, and then complaining when they were told "Sorry, you can't have an emergency appointment for a cold. I can give you a routine appointment in 2 days' time", to which they replied "But I'll be better by then!".

Then the people who brought their kids for EVERYTHING, like tiny grazes, one-off headaches and so on.

Then at the opposite end, people who "didn't like to bother the doctor" but now have a massive hard-to-treat infection or illness, which could have been nipped in the bud by coming early on.

Iris65 · 22/09/2017 16:43

I see you difficulty making an appointment and raise you my experience of the 111 system:
I have a very serious heart problem and regularly get chest infections on top of asthma. Last December at the weekend I needed to see a Dr as I developed a fever which then went up to over 101 degrees and my chest symptoms were worsening quickly.
I rang 111 as advised. 4 phone calls later - all with the same standardised questions - and one 30 minute visit from paramedics - I was told that I needed to see a Dr and that one will ring.
Five hours later phone call no 5 came from a Dr who only had my name and had to ask all the questions again. After 10 minutes he said I needed to see a Dr!
Phone call no 6 from a receptionist at the walk in centre who insisted I had to go to the surgery 3 hours later. Had to get out of bed and dressed for the first time in 4 days. Called a taxi as I was too sick to drive.
Saw a Dr after 8 hours, 6 phone calls, speaking to 9 separate people and 1 visit from a blue light paramedic unit.
It is no wonder the NHS is on its knees.

Iris65 · 22/09/2017 16:49

I knew exactly what I needed - someone to listen to my chest to check for pneumonia and pleurisy - and a course of antibiotics. One Dr visit, 10 minutes would have sorted it out. The whole day's eventsset my illness back several days and the paramedics said on the QT that given my health it would be best to just call 999!!

Ilovecoleslaw · 22/09/2017 17:13

Only 28 times?
I've called constantly over 150 times taking up 2 hours just to get through to reception at mine! And of course all the appointments are gone

IdaDown · 22/09/2017 17:22

Liwwy - only the curb... Grin

Sallywiththegoodhurrr · 22/09/2017 17:27

My old surgery was like this and it was a truly awful system.

My current surgery has a call system where you call at any time and arrange a same day call back with a GP, they then give you a same day appointment if you need it or schedule one for another day if it's routine.

It's so simple but genius.

Tastesjustlikecherrycola85 · 22/09/2017 17:33

Many a time I've had to redial nearly 200 times to even get in the queue, can't fault the staff though as they're always very helpful

NeonFlower · 22/09/2017 17:35

Our surgery have often seen the children same day, otherwise next day. They utilise a lot of locums and trainees, but are very efficient. We can still book by telephone with a person, or using an automated telephone system (which is tedious but at least you can in theory choose your appointment or get the nearest).

But my patients report similar issues to you, so I guess I am lucky. I have lost faith in a GP being able to provide safe consistent follow up or read and follow up recommendations - the onus is all on the patient (who may not remember or have capacity). This is because of systems and workloads, and not getting to know patients, not because they are not good.

Redglitter · 22/09/2017 17:39

My doctors surgery has an online appointments system. It's great. When the 0830 appointments get released you log onto the app and they show up there too.

If it's urgent though they have some same day appointments available or the duty doctor will call you back for a phone appointment.

Our receptionists are lovely too. Nothing's too much bother

IAmBreakmasterCylinder · 22/09/2017 17:44

I work in it.
It is broken and so am I!

cricketballs · 22/09/2017 17:49

This is why when we moved a couple of miles out of area we signed a document to say that if we stay on our GP's list we will not expect home visits. We know our local GP is awful for getting an appointment where's as the one we are registered with are fantastic - called 8.30 this morning, seen at 10.30am. We have never had to wait for longer than 3 days for an unimportant appointment, an urgent appointment always been seen that day

cricketballs · 22/09/2017 17:49

This is why when we moved a couple of miles out of area we signed a document to say that if we stay on our GP's list we will not expect home visits. We know our local GP is awful for getting an appointment where's as the one we are registered with are fantastic - called 8.30 this morning, seen at 10.30am. We have never had to wait for longer than 3 days for an unimportant appointment, an urgent appointment always been seen that day

Didiplanthis · 22/09/2017 17:50

Ditto cylinder....

Fortybingowings · 22/09/2017 17:58

Wrexham, Folkestone and Plymouth -all places where the whole town (or city's) GP services are quite literally collapsing. It will spread UK wide.

kkkkaty123 · 22/09/2017 18:00

I tried 89 times the other day. The nurse asked to see my phone, I think she thought I was exaggerating. When she saw I wasn't she asked if she could take a photo. Tbf though dd 3 has asthma, when it's bad they have never turned her away.

pointythings · 22/09/2017 18:04

Our surgery has a triage system. You get put in a queue, talk to a receptionist when you get through. If you say it's urgent you get put through or go on priority callback list - they usually call back within the hour. If it's routine, you will get an appointment - but it might be for 2-3 weeks away. And that is fine. Prescription renewals are online or by phone. It all works. It sounds as if not all surgeries have caught up and started working this way.