Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

‘Call at 8am for a GP appointment’

516 replies

purplepufferfish · 17/03/2021 08:38

I work for the NHS and personally understand the stress that the service is under. I get it. But does this frustrate anyone else?

Call for a GP appointment. Get told that the nearest one is two weeks away and to call back the next day at 8am for a same day appointment.

Call back at 8am the next day, as is everyone else of course.

Finally get through at 10am to be told that the next appointment is two weeks away and to call back at 8am for a same day appointment!

Again I know that this is no one’s fault and I genuinely blame no one for this.

Am I being unreasonable for being frustrated?

OP posts:
lilroo87 · 17/03/2021 10:34

Mine is the same although I can never get future appointments it's always on the day only.
They want you to call at 8:30am and then again at 2pm if you weren't successful in the morning. I've never been given the option to book a future appointment and it's really frustrating!

lilroo87 · 17/03/2021 10:35

And actually, I tend to give up as I've never successfully got an appointment calling at 8:30am or at 2pm

EBearhug · 17/03/2021 10:36

I don't know what our surgery is currently like, but in the past, booking non-urgent appointments online worked well. They were moving to telephone triaging anyway, before the pandemic. The only thing I've used them for in the last year has been repeat prescriptions, which I submit online, and then turn up at the pharmacy a few days later to collect, which works well. I did email with a query as well, and that was answered within a day. It's a few years since I had to call for an urgent appointment, but last time I did, it at least told you, "you are number 24 in the queue," but the queue did seem to move fairly quickly.

cerseii · 17/03/2021 10:36

@DinoRhino

So by your own admission you can wait for two weeks, you don't need a same-day appointment then. Ok you say "at a push",

This system works well when people realise same-day appointments are for emergencies only, things that cannot wait should be booked via routine appointments.

That’s not correct.

At at my GP, same day appointments are for routine concerns rather than emergencies only.

We also can’t book a routine appointment
in advance as it’s all phone consultations now - everyone has to go through the 8am race to get through to reception. Back when routine appointments could be booked, there was a standard 3-4 week wait.

Nnovember · 17/03/2021 10:36

@DinoRhino couldn't it be argued that A and E is for emergencies only though?

People who might be in a lot of pain for example, or have concerns about their baby's health may not want to wait 2 weeks but would like to be seen on the same day the illness occurs or the pain becomes extreme.

I don't think it's good enough service to expect people to wait 2 weeks, in that time things may have got worse internally and they may not have gone to A and E if they dont realise or know whether it's a serious illness or not. I do understand that some people will get better within the 2 weeks but others won't.

Sweettea1 · 17/03/2021 10:37

Same i just constantly phone engaged hang up try straight again normally takes about 5 mins to get through.

MrsJBaptiste · 17/03/2021 10:38

So frustrating… Angry

Call at 7.59 - This surgery is closed
Call at exactly 8.00 - You are 6th in the queue

HOW???

Madmog · 17/03/2021 10:39

Have to say my DD's uni surgery and our local one have been brilliant for urgent appointments. She's a student and no way will she be awake at 8am. She's phoned four times 11am(ish) x 3 and one 4pm (at work so couldn't phone). On all occasions she's got to speak to a doctor within an hour. They've asked for photos a couple of times and got straight back to her. So if you need an urgent appointment, don't be put off if you can't or don't want to phone at 8am.

LindaEllen · 17/03/2021 10:39

My surgery is really good, but DP's does the 8am thing and it's infuriating.

He usually needs to see them about back pain, which is ongoing, and he struggles to get to sleep at night due to the pain. So by the time he drops off it could be early hours of the morning - then he has to wake up to phone the GP. I would happily do it, but they always want to speak to him.

Gufo · 17/03/2021 10:40

I'm going back to work as I can't see a GP for a fit note. I'm not well, but not sure what else to do as I'm not ill enough for A&E but not well enough to go back! Will keep calling at 8am each day and see what happens, I guess.

Meredithgrey1 · 17/03/2021 10:41

@DinoRhino

So by your own admission you can wait for two weeks, you don't need a same-day appointment then. Ok you say "at a push",

This system works well when people realise same-day appointments are for emergencies only, things that cannot wait should be booked via routine appointments.

My surgery doesn’t offer any advance appointments at all except for children’s vaccinations, and smear tests. I’d love a system where I could book a routine appointment a couple of weeks away.
Darkbrownistheriver · 17/03/2021 10:42

Our surgery (like most) have changed the way we work since lockdown. Whatever time you ring for a gp appt, you get put on triage list and a gp or nurse practitioner will call you back that day. If they can help over the phone they will, if they think you need to be seen they’ll book an appointment for you. We also get a lot of requests via the website and emails and plenty of photos of lumps, bumps and rashes. Seems to work very well and we’re planning on continuing. Most patients prefer it too although some get quite grumpy that they can’t just book an appointment. They don’t seem to understand that they’ll actually get seen sooner - no more waiting for weeks.

GreenlandTheMovie · 17/03/2021 10:43

If you can't get antibiotics from your GP for a suspected serious kidney infection, then your options are to become seriously ill, or go to A&E.

That is the case for any serious infection that should be dealt with promptly by GPs. GPs, as the first point of contact, should be easy to make appointments with.

listsandbudgets · 17/03/2021 10:45

@RandomMess

Our GP have a queue system, can be it for up to an hour though!
Ours too.

I've never waited an hour Ll at once but ours has a very special lottery whereby when you finally get to number one in the queue after 20 minutes wait about one in three calls ( based on my experience) are randomly cut off so you have to start again.

They also have a new and in my view utterly bonkers system whereby to cut down on phone calls you have to email for a repeat prescription. That's OK BUT they don't reply and the only way to find out if they got it / actioned it is to either go to the chemist and hope or call them to check.

We are starting to consider moving g surgery.

Newmama29 · 17/03/2021 10:46

My old surgery was a nightmare for this! I’m now at a new surgery & they use an online chat type service to start your appointment. You can decide if you want them to contact you back via the chat service or phone call. You can effectively get a full consultation on the chat but if they want to see you they then give you an appointment for that day. It’s the best, most efficient service I’ve ever used & I can’t believe more surgeries don’t do this!

Darkbrownistheriver · 17/03/2021 10:47

@Gufo. Have you emailed them? These days they may do it without seeing you, or may call you to discuss.

user64332 · 17/03/2021 10:49

Mine was like this but now since Covid it's all online and you fill in a form day or night and a GP will call you and or make an appointment with you if necessary. It is perfect and I assumed every surgery was the same due to Covid.

The 8am think was infuriating as they never turned the actual phones on until sometime around quarter past and then it was engaged for up to an hour. A queuing system is much fairer. If you need a same day appointment it makes sense to be first come first served in the waiting room not random luck. Plus if you or a child has been very unwell all night (and we have to be very unwell to ask for a same day appointment) then a short window at 8am is difficult. It often is when we are just falling asleep or if not, we leave for the school run at 7:50am. I've spent many mornings trying to do the on hold ringing out thing while walking down a main road noisy with traffic.

MrsPnut · 17/03/2021 10:49

I always feel really sad when people talk about problems with their GP surgery.
Ours is absolutely fantastic and have always run a triage system between 8 and 10 in the morning and at 1pm in the afternoon. You just call the reception and ask to be put on the triage list and the duty GP calls you back. Very often all that is needed is a conversation and a prescription but if they think you need to be seen then they arrange an appointment for you that day.

There are also lots of things you can access online including seeing test results and ordering repeat prescriptions so it frees up staff time to do other things. They are just a really helpful surgery.

Pranct · 17/03/2021 10:50

It is only in the last two years that we have experienced this before I thought we were so lucky to live where we do. Not any longer in spite of new extras such as sunrise appointment option!

BungleandGeorge · 17/03/2021 10:50

Ours is either:
Urgent care needed you’re seen same day (acutely unwell e.g. infection). You go through triage generally
Routine you have to wait and it’s often 4 weeks.

I’ve no problem with the urgent system, the wait is weeks for anything else though. E-consult has been working well for us and I think it should be continued. I’m sure it’s quicker for the Practice too and I’m happy accessing care by any Avenue!

GreenSlide · 17/03/2021 10:50

My GP has this system too, it's not great but it's been easier during lockdown as all phone appointments.

I think there should be a central booking line where you can make advance appointments. Most people could wait a few days to see the GP and in fact most people would want to I think because you'd have a bit of notice for time off work/school then.

DinoRhino · 17/03/2021 10:52

DinoRhino couldn't it be argued that A and E is for emergencies only though?

Well there's a big difference between GP emergency and A and E emergency, but surely you are smart enough to know that.

NK346f2849X127d8bca260 · 17/03/2021 10:52

Our surgery has introduced E Consult, apart from blood tests you can book nothing online or over phone.
It takes me about 8 minutes to fill in and they phone/text back within 48 hours unless urgent. If they decide to phone and you miss call you have to go through the whole procedure of filling out E Consult again.
It is a nightmare as even for medication reviews you have to do it that way.

DynamoKev · 17/03/2021 10:54

@purplepufferfish

Thank you all for the replies. I felt as if I was being ungrateful for the service. I know we are so lucky to have free GP care but the wait times are worrying.
Its not “lucky” if we can never get seen though.

This system needs a proper shakeup

cerseii · 17/03/2021 10:54

I reckon it would be faster to register with a new practice and see them than it would be continuing to get in touch with my GP. The line has constantly been “user busy” today. It’s impossible to get in touch with them as phone is their only method of contact.

Swipe left for the next trending thread