To make a complaint about a GP?

[BowsandBaking]

I called the surgery to request a routine appointment for my 3yo who has been having increasing joint pain and headaches for the past month and a half.
I explained he has been struggling to climb the stairs over the past week and recently fell down from half up when his legs gave way. The receptionist and she told me to call back at 2pm for a same-day appointment. She said “I’m not medically trained but I feel this should be dealt with today”.

I called back at 2pm where a very harsh, second receptionist told me calls after 2pm are for medical emergencies. I told her that her colleague told me to request a same-day appointment. She reluctantly issued one.

The GP was fuming from the start. Sarcastically reminding me around four times during the call that the afternoon service is for emergencies only. I explained that I tried for a routine appointment but she’d made up her mind by then - she clearly felt I was an over-anxious first time mum. She suggested maybe I had traumatic birth.

She wouldn’t let me go into any detail. I tried to explain that he started new medication around the onset of symptoms and she cut me off. I tried to explain he cannot use his language to fully explain his symptoms as he has additional needs. She was questioning what I define as “additional needs”. I tried to explain that he’s under multiple of consultants for various complex medical needs and is awaiting an MDA for the additional needs.

She kept sighing. She ended up giving him an appointment to be seen tomorrow in such a way that it was very clear it was extremely unnecessary in her eyes. I felt so belittled.

The most important thing is that DS will be seen tomorrow, but AIBU to complain to the practice manager? I think this kind of belittling could prevent somebody seeking medical advice.

@MissyB1

It’s not for the Op to have to diagnose the problem then chase down a consultant. We are not in America where people have a paediatrician for their kids. In Uk we have to go through the GP as the first port of call. The OP doesn’t know if this is anything to do with medication. It was perfectly acceptable to make an appointment with the Gp, and it was the receptionist who decided it was urgent! If the GP thought a phone call to the Consultant’s secretary was needed they could have said so.

We have a system that right now is more difficult than ever to navigate. All staff and all departments are under pressure. That is not OP’s fault.

👏

I’m not medically trained enough to know which consultant to go to about a completely new, unrelated problem. I have always been advised to go to the GP as the first point of call with a new medical issue

I had a GP treat me like this. Still have symptoms and can't be arsed to be treated like this so won't go to the GP now. I guess that is the desired effect.

I get we all have off days but I could not treat people like this in my workplace without getting into trouble.

Following numerous contacts back and forth with the DWP, while trying to argue my case for a disability benefit which I was in desperate need of, I wrote to my surgery asking them to write another letter supporting my claim (I had to pay for these). A doctor called me back and told me that they'd been advised not to do any further letters, as this was all making headlines in the papers at that time, and I think they were getting inundated with requests for help. I was totally at the end of my tether, and didn't know how I was going to manage without their further support, I was sobbing on the phone, and told her that I might as well just go and kill myself, to which she responded, "well I can't do anymore", and then hung up! That's how much some GP's care about their patients. So I would definitely write to the practice manager and complain OP. If the receptionist told you to call back for an emergency appointment, the GP should have told them off, not you.

Drs like this really annoy me see how the appointment goes tomorrow then definitely put a complaint in after. If the g.p tomorrow has an attitude call them out on it if their trying to make you feel uncomfortable do it back. I don't mean get angry or anything just if they keep sighing say I'm sorry am I annoying you in some way or if they roll their eyes say can I ask you why your rolling your eyes. Also if they try and fob you off with a stupid reason question them and ask what are they basing that on and if they refuse any actual help (tests, referrals,further investigation ask them to write in your child's notes that they are refusing) good luck tomorrow hope you get some answers

It's time that GPs were replaced with a system that actually works. It's coming to something when they can't even be decent and polite. When I was a nurse I'd have been in serious trouble for behaving this way towards patients.

I would complain OP. It seems these days GPs will do anything to get out of seeing actual patients. It will put people, including vulnerable people, off seeking help. I overheard one being exceptionally rude to ds once. She also lied about the tone of the conversation. Rotten cow.

Would you be happy to share the new medication he is taking? Or even private message me. I’m a pharmacist so could give you piece of mind if it’s any sort of contraindication or interaction with his medicine whilst you wait until tomorrow :) unless of course the GP went through all that with you - which she should have really!

Interactions are very common with meds and some are known to cause impaired mobility.

@Nelliephant1

No need to complain, why on earth would you create more work and unnecessary hassle for a hugely overstretched service just because someone was a bit grumpy?! People have off days, you've got no idea what she was dealing with before your phone or what was heading her way after you finished call so chalk it up to experience and remember that you wanted an appointment and that's what you got. I'm sure you have days too when you're not a sparkling ray of sunshine.

It's not appropriate for a HCP to behave like this regardless of what they are dealing with.

You can but if they’re anything like my former GP practice, nothing will be done. I complained about one GP. After being given the wrong brand of epilepsy medication in Asda, (I need branded not generic) I had 5 seizures. I went to the GP and she berated me because I couldn’t remember the name of my tablets, my brain was completely fried and I kept pleading and saying I was sorry I couldn’t remember and asking her to look on the system. Luckily I had my mum with me and she intervened as I was in tears. I complained, nothing. Second time. I called for an appointment as I had an ear infection. Brown stuff pouring out, I could feel it was likely to be a perforated eardrum. I told the receptionist I needed medication (can’t remember the name) as when I’ve had ear infections before, the accompanying rise in my temperature has brought on seizures. The receptionist allegedly spoke to the doctor who said I couldn’t have an appointment. Two days of agony later I had a tonic clonic seizure. Made a complaint and they didn’t give a shit and barely acknowledged the fact that the two were linked even though my neurologist had told me that when I have infections they need to be treated ASAP due to seizure risk. So cross.

Rant over!

They sound awful, I'd definitely complain.

@Nelliephant1

No need to complain, why on earth would you create more work and unnecessary hassle for a hugely overstretched service just because someone was a bit grumpy?! People have off days, you've got no idea what she was dealing with before your phone or what was heading her way after you finished call so chalk it up to experience and remember that you wanted an appointment and that's what you got. I'm sure you have days too when you're not a sparkling ray of sunshine.

The vast majority of us manage to work though grumpy days without sighing, cutting people off and providing unnecessary inaccurate comments. Retail and hospitality staff on minimum wage manage to smile through shitty days when they are working. Surely a GP who’s role involves working with vulnerable people (such as op’s child) can manage to maintain a professional outlook?

Please complain op. There should be a consequence for this sort of behaviour.

@Nelliephant1

No need to complain, why on earth would you create more work and unnecessary hassle for a hugely overstretched service just because someone was a bit grumpy?! People have off days, you've got no idea what she was dealing with before your phone or what was heading her way after you finished call so chalk it up to experience and remember that you wanted an appointment and that's what you got. I'm sure you have days too when you're not a sparkling ray of sunshine.

It’s absolutely not okay to be spoken to inappropriately. Conversely, this is the GP’s job, op is probably having a worse time of it that day so stop with the minimising. I would absolutely report any GP who spoke to me in this way. If you can’t be pleasant, do something else.

It’s not for the Op to have to diagnose the problem then chase down a consultant. We are not in America where people have a paediatrician for their kids. In Uk we have to go through the GP as the first port of call. The OP doesn’t know if this is anything to do with medication.
Exactly. If she posted that she'd gone straight to the consultant and been kicked back to the GP as it was nothing to do with the medication, twats on here would be criticising her for wasting the consultant's time.
At the every LEAST, the receptionist should have been polite and the GP, if they thought it appropriate (in their PROFESSIONAL opinion),
should have civilly suggested that.
OP, I'd say see how it goes tomorrow and unless they seriously make up for it with their attitude then, write to the practice manager.

Why do people keep making excuses for Doctors and nurses, they are there to do a job not to tut and roll their eyes and be dismissive

Please DO complain.
This GP has absolutely no right to talk to you like this. If they can’t be polite and professional, maybe they should go and work somewhere else. But I bet they won’t, the money are just too sweet. If only they could be paid the same without communicating with their annoying patients. A mother who’s worried about her 3 years old health, what an inconvenience…. For a doctor. And I wish people could stop with this overstretched nonsense. Everyone is overstretched! At least they are overstretched for a good wage.

@MintyFreshBreath
That’s disgusting.
There must be a way to go over the practice manager with a formal complaint.
Surely there’s a pathway for it in the nhs system.

Do you have the information leaflet from the new medication? It lists the potential side effects. See if weakness is mentioned. The timing does seem to point to a problem wit that so the Consultants secretary can pass on the message that you have concerns. In your shoes I would message the pharmacist above.

@BowsandBaking, is the appointment tomorrow with the same GP?

LO’s appt is with a different GP tomorrow. One that has plenty of time for our family. I have decided to contact the practice manager to inform her of what happened. The nature of DS symptoms are more than worthy of a face-to-face appointment and are accompanied by other symptoms so need to be investigated as a stand-alone problem initially. I have checked the side-effects list for all meds he’s on and a few could be contributing. That is if it is medication-related. I can’t assume when it comes to LOs health. I won’t be going to the consultant’s secretary unless the GP I see tomorrow suggests this.
However, I will be going directly to them in the future if I am more certain about a problem relating to that speciality!
Thanks for sharing all of your experiences. It’s a real shame that so many are left feeling vulnerable and afraid to contact their GP.

I annoyingly have a sinus infection in full-swing right now and I’m already feeling uncomfortable about calling the surgery tomorrow for that!

I would complain as I agree behaviour like that could prevent a less confident person from seeking help. I would probably do it after the appointment though. Agree with other posters though you will need to become the expert in your child's condition (when you know what your dealing with) and as a rule bypass the gp and go straight to the consultants.

@BowsandBaking, that's what I thought...
It will be very interesting to see the reaction of that GP - and will give a context to your complaint.