GP appointment fiasco!!

[Chedder]

I’ve had an ongoing health problem that we can’t get on top of. I’ve been to the doctors several times but it’s chronic unfortunately. I didn’t want to go back again as I felt like I was wasting their time, I also have a phobia of doctors as ridiculous as that sounds. Usually it’s a nice, small practice that covers our village and I’ve never felt like a nuisance or frequent flyer, and they’ve always said to return if the problems worsens whilst waiting for the hospital appointment.

As it’s getting worse, I phoned for an appointment on Monday in my one weekday off work. The receptionist was so rude and basically insinuated I had already had too many appointments for this and when I tried to explain the problem was worsening she sarcastically said ‘riiiight’. I stayed polite but could feel myself getting more and more upset as this is exactly what I’ve been worried about happening. She made me feel so small and like I was making it all up. Eventually after 10 minutes of trying to prove I’m struggling with this problem, she said she would put me down for a telephone/virtual appointment and they will call me and then hung up immediately without saying anything else.

No one in the practice has ever been rude like that before and given how busy things have been, I felt so sorry for her and for how exhausted they must be. She was probably just stressed out and I know they must hate people that come back several times but trust me, the doctors is the last place I want to go to. I’ve tried going to the pharmacy who have said it’s way above them and that I need to go back.

When the doctor called later on Monday, they gave 3 rings and then hung up. Unfortunately I had my phone on the kitchen table and was quickly washing dishes and just as I grabbed my phone on the third ring the call was ended. I tried to call back immediately but couldn’t get through as you have to go via the main receptionist line. I tried hundreds of times and couldn’t get back through. Eventually I had to leave it and admit defeat, so I called back later after lunch and got the same receptionist whom I explained I missed the call and couldn’t get through. I took full responsibility for missing the call and apologised profusely, it was the only 10 minute period in the day I was doing something (washing dishes from breakfast!). She ignored all this and made it clear she didn’t really care and just said I’ll need to call back another day.

Unfortunately due to work and other commitments this is really challenging. We don’t get fixed times for appointments, just told it will be a call at some point 8.30-6.30 and I rarely have a day where I’m fully available between these hours. I’m not blaming them for this though it’s not their fault I work etc, it’s just bad luck unfortunately.

The doctor at our practice is really nice, and to be fair so are all the receptionists (usually!) I must have caught one after a bad call or when she was particularly tired. It sounds so pathetic but I felt like such an idiot on the phone and she made me totally doubt what’s wrong with me at all. It took me a while to pluck up the courage to even call (I woke up at 7 to prepare myself so I wouldn’t feel scared) and I wish I had never called at all.

Sorry not an AIBU I just needed to tell someone how upset I felt. (I’m not bashing all GPs and receptionists as I think people give them a hard time given how stressful their job is.)

We don’t have econsult. I see people mention it often but it’s not universal. We have to call, takes a minimum of 30-40 minutes to get through and you’re harassed the whole time by automated messages telling you you probably don’t really need an appointment and to use the NHS website instead.

Then you tell the receptionist your life story while they hmmm at you and if you’re very lucky you get a phone appointment in 2 weeks which will land anytime between 8 and 6:30.

The GP provision in my area is the worst per head of population in the country ! And thousands of new homes are being built.
Ive not managed to get an appointment for months despite having a serious illness.

I have had an appalling time with my GP recently. The telephone triage system does not work unless you genuinely have nothing else to do apart from wait by the phone all day. It took me over 3 weeks to be able to actually speak to a GP and the first 2 telephone consultations I waited for they didn't bother to call me. It's an appalling system. Mine goes: call at 9am, engaged, wait 50minutes to be told all appointments are gone for that day try again tomorrow. When you do manage to make an appointment with a gp they will call between 9 & 6pm - really no use if you are working, caring for someone, unwell and sleeping. So basically for it to work you need to be feeling fine & able to wait by the telephone all day and just hope they remember to call you. (Mine did eventually call back & made me an appointment to come into the practice in 3 weeks time ) I've now been referred on to a specialist under the 2 week cancer pathway and whilst I'm fairly certain its not anything serious, if it was my almost 5 week wait to see a GP certainly hasn't helped things. The receptionists are usually nice enough but they can't help speed things up, and when I said I had waited for a call and didnt get it one actually told me I had missed it, when I challenged him he said on looking he realised the dr hadnt tried. So my advice is be polite but firm - we are all entitled to proper healthcare.