Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Make a GP complaint

17 replies

Mistymoors · 28/09/2021 22:36

I had an ultrasound back in April for continuing pelvic pain and bloating . When I rang to get my results I had to schedule a GP call back as the receptionist told me the scan had found something but it wasn’t deemed urgent etc etc . It just so happened that the day the GP rang me I missed the call as it was one of those all day waiting calls . I rang back the receptionist and she told me that there wasn’t another appointment for weeks and weeks etc and had it been urgent I would have heard something by now . The reporting GP had left just after my scan. Today I had an unexpected call from another GP sating the scan had shown a cyst which needs an urgent referral to an gynaecologist, I was pretty shaken and upset and when I questioned why I hadn’t bed notified earlier the GP told me it was my responsibility to have found out the result . Would I be unreasonable to make a complaint to this practice?

OP posts:
Noodledoodledoo · 28/09/2021 23:04

Definitely complain, they seem to have put all the onus on you and because you missed one call have not been given your results.

Merryoldgoat · 28/09/2021 23:09

Absolutely complain.

Of course it’s not your responsibility. My surgery would’ve called and text asking me to contact the surgery if they couldn’t get hold of me.

QueenBee52 · 28/09/2021 23:21

YES!!!

complain !!!

BecauseMyRingBurnsSheila · 28/09/2021 23:21

If the result of your complaint could be a change in policy or retraining of the staff so no one else experiences the mistakes and delays you did then absolutely.

Hullbilly · 28/09/2021 23:22

I would complain, that's shocking.

Sycamoretrees · 28/09/2021 23:24

I would complain too, that's really poor service.

Molehillfromamountain · 28/09/2021 23:26

I would also complain. Surely the original GP whose call you missed could have arranged to put the results in writing. Had he made the referral to the gynaecologist or has this been picked up by the second GP?
I hope the referral has now been made and you are on track to being seen by the right person.

CoffeeRunner · 28/09/2021 23:28

I work in a GP surgery, anything needing further appointments, tests, medication or referral should be actioned by the practice. This would involve calling, texting or sending a letter if otherwise unable to contact you.

There is an onus on the patient to chase their own results where those results are normal, but not when further action is needed.

Original poster
Mistymoors · 28/09/2021 23:30

Yes my thoughts exactly, I sort of thought it was nothing to worry about because the receptionist was so laid back. I actually asked if I could just have a letter confirming the results as I had missed the call which they flatly refused. Looks like the former GP’s workload was over looked. I am just worried now in case it’s anything nasty which has been left untreated for months !

OP posts:
douliket · 28/09/2021 23:34

You went to gp practice and got tested
Something showed up
The gp rang you once at a random time throughout the day.
You miss that call, understandably.

So what other means of contact have they tried.
You get no written letter. !!
You get no follow up date to come back when he couldn't reach you by phone!!
You get no email
And you get no notice of scheduling a timed call(who can sit next to a phone all day long) they need times?

You complain and complain until you are heard
All these weeks of stress not to mention cannot have been easy so I would certainly complain and leave the practice.

And expect them all in the practice to try and bully u out of complaining but they are all like that in gp practices..I find the secretaries in each one I have visited so dismissive and rude

Original poster
Mistymoors · 28/09/2021 23:40

Yes I am going to, my husband is actually a Dr and is very angst about this but I wanted to get other people’s opinions before I make the complaint. Bit awkward as the Dr’s and staff have been really nice over the years but I think this is awful . I was assuming it was a pre existing condition of fibroids and today out of the blue I get told no fibroids but a large cyst ! The GP actually asked why I hadn’t asked her colleague about the scan when I rang about a chest infection two weeks ago. The GP attitude changed when I mentioned my husband was a hospital consultant funnily enough !

OP posts:
ThinWomansBrain · 28/09/2021 23:40

Yes, complain
But also get some control back by requesting online access to your health records.
I've forgotten the % in the UK that have it, it's abysmally low.

Bagamoyo1 · 29/09/2021 00:24

What happened about the appointment that you had to wait “weeks and weeks” for, after you missed the first call? Did they not discuss your scan with you then?

Bagamoyo1 · 29/09/2021 00:29

OP I think if you have a test and you’re told to make an appointment to discuss the results, then you need to do just that - make an appointment to discuss the results. If you miss a call then it’s annoying but you have to make another appointment. At no point did a clinician say “actually don’t worry, we don’t need to talk to you after all”.
People have many reasons for choosing not to discuss their test results. Some people just don’t want to. It’s not the GP’s role to force the issue, hence they often feel they’ve done their bit by asking the patient to make an appointment. There really aren’t enough hours in the day to chase after people.

TheHouseILiveIn · 29/09/2021 00:35

@Bagamoyo1

OP I think if you have a test and you’re told to make an appointment to discuss the results, then you need to do just that - make an appointment to discuss the results. If you miss a call then it’s annoying but you have to make another appointment. At no point did a clinician say “actually don’t worry, we don’t need to talk to you after all”. People have many reasons for choosing not to discuss their test results. Some people just don’t want to. It’s not the GP’s role to force the issue, hence they often feel they’ve done their bit by asking the patient to make an appointment. There really aren’t enough hours in the day to chase after people.
This is bollocks. Please don't listen to this poster.

Complain about this and if you don't get anywhere go above their heads. GP surgeries are private companies and if the GP you complain about is a partner you're basically complaining to the boss about his company.

QueenBee52 · 29/09/2021 01:17

@Bagamoyo1

OP I think if you have a test and you’re told to make an appointment to discuss the results, then you need to do just that - make an appointment to discuss the results. If you miss a call then it’s annoying but you have to make another appointment. At no point did a clinician say “actually don’t worry, we don’t need to talk to you after all”. People have many reasons for choosing not to discuss their test results. Some people just don’t want to. It’s not the GP’s role to force the issue, hence they often feel they’ve done their bit by asking the patient to make an appointment. There really aren’t enough hours in the day to chase after people.

ignore all ridiculous comments OP 🙄

mrssunshinexxx · 29/09/2021 01:34

Yes complain, teey could of followed up the one phone call with a text or email to contact the surgery

New posts on this thread. Refresh page