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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Need to rant (NHS related)

50 replies

RoloAddict · 04/04/2018 17:46

This might be long sorry..

Three weeks ago I went for an ultrasound scan after having lower abdominal pains for several weeks. The scan revealed a mass (orange sized) on one of my ovary's. They couldn't tell what it was from the initial scan. Was told to make a GP appointment to discuss a referral to hospital. Since then I've been on the phone every morning they've been open to try and get this appointment. Our surgery has a (stupid) policy of not prebooking appointments under any circumstances. It's a case of ring up on the day at 8.30am and hope for the best. The phone is constantly engaged (I redial immediately afterwards). When you do get through the staff either put the phone down straight away (they deny this but its happend more than once) or all the appointments have gone (usually by 8.45). I've tried to self refer to the hospital but they wouldn't accept it without the involvement of the GP. I'm at my wits end with them. All the time i'm waiting this mass is potentially getting bigger and I'm getting more and more anxious.

I'm not trying to bash the NHS at all. I'm greatful for everything they do (they saved a close friends life recently) and I'm more than happy to wait my turn once the referral is made. I just want one routine GP appointment. Not an expensive cancer drug or a major operation. Is it really too much to ask for?

OP posts:

Sirzy · 04/04/2018 17:47

Is it possible to be at the surgery for 8.30 to make an appointment in person?

Otherwise I would complain to the practise manager

HobnobBob · 04/04/2018 17:51

Unfortunately it’s your GP surgery you need to complain at for having an unworkable system. Not all are like this, mine be isn’t and luckily I can phone anytime.

Did your GP not refer you for a scan to begin with? How did you get one? When DH had a scan the GP phoned him with the results the next day and did a referral. He didn’t have to make another appointment.

TwitterQueen1 · 04/04/2018 17:51

Gosh that's really bad. Can you speak to a receptionist and tell them why you need an appointment? Or physically go there and speak to the surgery in person?

I don't understand why you can't book an appointment. Every surgery has bookable appointments - the ring on the day thing is for emergency appointments.

If none of those work I would go to A&E.

HarveySchlumpfenburger · 04/04/2018 17:53

Email a complaint to the manager. That is a stupid way to run an appointments system.

Is there any chance of a phone consultation with a GP? They might not need to actually see you to make the referral.

Ickyockycocky · 04/04/2018 17:54

Get in touch with the Practice Manager and demand to be seen immediately. This is totally unacceptable, I would change doctors.

HumptyD93 · 04/04/2018 17:55

Our go wont let you make the appointment in person for on the day so that wouldnt be any help.

do you have a friend/oh/family who can dial at the same time. Sometimes both me and dh have stood and dialled the surgery to get an appointment for one of the kids. One time I was dialling and it went straight to voicemail over and over, he dialled once and got through I was very annoyed!!!!!

Do they do telephone appointments? maybe request a call back from a doctor?

Have you tried explaining to them about why you need an appointment?

How about calling 111??? explain to them you cannot get an appointment with the gp so maybe they can make you an appointment with out of ours at hospital??? Call when you are in pain and ask to see a doctor as youre worried especially after the scan.

TwitterQueen1 · 04/04/2018 17:55

And as Hobnob says, your GP would have referred you for the scan in the 1st place, and would surely have got the results back with a flag against them.

The ultrasound nurse rang my surgery whilst I was having the scan to get an immediate hospital referral (and then sent me straight to A&E)...

Imagine123 · 04/04/2018 17:55

Perhaps take the letter of complaint in tomorrow at 8.30 and insist it goes straight to practice manager. It's Thursday tomorrow and you don't want another week of waiting. That's a crazy system.

Takfujuimoto · 04/04/2018 17:58

I would go in personally at 8:30 to make an appointment and complain about the phone service you have tried numerous times.
Although you shouldn't have to do this I think it will get quicker results, they can't dismiss you in person like they do over the phone.

Tell them you have been instructed by the hospital you need a referral by your GP to access further care.

WishingOnABar · 04/04/2018 18:02

If you can go in person to make the appointment I would recommend it, it’s hard to hang up on someone face to face. I have previously spent 25 minutes on hold to my gp, to be told no appointments available

Original poster

RoloAddict · 04/04/2018 18:02

I got the initial appointment via the usual system of ringing at 8.30 - somehow (by fluke) that one time I got through immediately. GP then referred for the scan which was carried out soon after. It's just the next step that's proving so awkward

They won't let you book an appointment in person. I have offered to sit and wait in the surgery in case people cancel or don't turn up. They won't let me do that either

I'm going to try and do what some of you have suggested and complain in writing to the practice manager about the appointment system. I'm very reluctant to change GP's because once you get the appointment, the doctors themselves are really good and I trust all but one of them.

OP posts:

Schnauzermum2 · 04/04/2018 18:03

Ring and tell the receptionist exactly what you have posted here and say you need an urgent appointment otherwise with something you are worried is life threatening I would go private

Loveanamechange · 04/04/2018 18:06

My surgery is the same. Have you explained to the receptionist what the issue is? Mine are very hot on things like this and will normally get the dr to fit you in.

retirednow · 04/04/2018 18:09

I would go to the surgery, ask to speak to the practice manager and make a complaint via the local health trust.

kikashi · 04/04/2018 18:09

Go in and explain or leave a letter asking for the GP to phone you asap- explain it is very urgent and that you have failed at getting an appointment.

Bluelady · 04/04/2018 18:10

What has worked for me is to go in at 8.30 and ask for an appointment. If the receptionist refuses to give you one, ask for one with a nurse, who will fetch a doctor immediately once you've explained. If the receptionist refuses a nurse's appointment, ask to see the practice manager. It helps if you can get the PM's name from the website in advance.

Thelampshadelady · 04/04/2018 18:11

Our surgery is like this. Sometimes you get through and the line goes dead so you have to repeat the process.
One day I redialled 132 times and finally got through to ask for an appointment.

Original poster

RoloAddict · 04/04/2018 18:11

I tried explaining what the problem was but they just tell you to ring back at 8.30 the following day. That or they'll triage you to the emergency doctor on duty. They'll declare the appointment not urgent or life threatening and its back to square one

OP posts:

mummyrabbitpeppapig · 04/04/2018 18:16

You have to ring up at 8 to get an appointment at mine - if you don't get through you are usually in a queue. Can you make an appointment online? Do they do a sit and wait service ( mine does this at tea time for example )

ExFury · 04/04/2018 18:17

If you've explained why you need an appointment and they've not facilitated one I'd phone and see if you can speak to the practise manager. I'd be very blunt with them - 3 weeks ago a scan they sent you for found a mass and you need urgent referral.

If they refuse to give you an appointment or let you speak to the manager ask them very specifically "I'm telling you I was told 3 weeks ago to get an appointment to be referred because of a mass found, are you telling me I can't speak to the manager?". Take their name and get onto their complaints procedure, pals at the hospital (they might not be able to help, but they might) and also your local MP.

You need to be very very clear with the receptionist that you need that appointment because you expect a referral under the 2 week wait pathway.

ExFury · 04/04/2018 18:17

they'll triage you to the emergency doctor on duty. They'll declare the appointment not urgent or life threatening and its back to square one

Have you spoken to the on duty doctor?

jamoncrumpets · 04/04/2018 18:38

I redialled my GP 163 times this morning to get an appointment. If I get RSI from this it'll be such cruel irony.

niccyb · 04/04/2018 19:05

Have you checked whether your GP has received a copy of your ultrasound report and covering letter advising him to refer you on? As there is no point booking an appointment if they haven’t got it as you will have to go through the process again.
I would ring when it is quieter and check they have received the above and ask whether you actually need an appointment or whether a referral can be done based on the hospital letter as sometimes an appointment is not needed if it is just a referral. Hope you get sorted soon xx

GlitterNails · 04/04/2018 19:07

Someone above said all GPs have prebookable appointments. Mine now doesn't. Call at 8.30am or nothing. It's ridiculous.

Bombardier25966 · 04/04/2018 19:18

Make a complaint to the practice manager, and if you don't get any joy then escalate according to the complaints procedure. If the surgery are not forthcoming with the procedure then contact PALS at the CCG.

Do not go to A&E. If it was an emergency then you would have been told to go there straight away. Also do not say you need an urgent referral if that is not what you have been told, the surgery will see the scan information and know if you are lying. (I'm not suggesting you're going to do either of these things, just responding to other suggestions.)

I hope you get somewhere soon. It's a very very frustrating system.

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