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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Refused doctors appointment - so annoyed

207 replies

hopelessmeringue · 20/12/2022 09:10

bit of a rant here but I could bloody scream.

The doctors surgery was closed most of last week and the previous week and were only seeing emergency appointments due to sickness. I phoned on Wednesday and Thursday at 8.30 and all the appointments were gone. Asked if I could book in advance but no that’s not possible, it’s only on the day and there’s no advance booking. Phoned on friday and there were appointments but the receptionist said she will pass along my information to the doctor and they will just send a prescription to the chemist. I said I really would prefer to have an appointment instead, and that I don’t mind if it’s with the paramedic, nurse, doctor etc but they said no that’s not possible because it’s a problem I’ve had for years so they can treat me without seeing or speaking to me. It’s a pre existing condition that has been at bay for the last few years and now is starting again, so I would like an appointment rather than just a prescription of something I had 3 years ago. She completely refused to make me an appointment and said the doctor will send a prescription straight to the pharmacy. Unfortunately with Christmas etc, I won’t actually get the prescription now until it reopens after Christmas as the pharmacy don’t even have it yet and it usually takes 2-3 days for them to receive it from the doctor, then 3-4 days for them to make and check it. I asked if I could collect a paper copy for the chemist myself but that’s not possible either. Eventually she just hung up and I tried to phone back to speak to someone else and couldn’t get through. I tried to phone again today to check it’s gone to the chemist and also to ask again to see someone but still haven’t got through.

AIBU to be frustrated by this? I’ve taken the last week off work to try and get an appointment and I don’t have any more leave now until April. I genuinely have no idea what to do! I know I’ll get the prescription at the chemist after Christmas but it’s a condition that hasn’t always been easy to control and I wanted to actually speak to someone about it as it’s been at bay for a few years and now it’s starting again. And if it doesn’t work and i do end up needing an appointment it’s going to be a nightmare getting it off work- I’ll have to start the calling on the day thing all over again and it could take days to actually get through and get one.

I could bloody scream

OP posts:
YukoandHiro · 31/12/2022 08:08

Where do you live OP? My surgery is busy but is so well managed - can always get an appt if needed and always same day if necessary if you call at 8am

SnowlayRoundabout · 31/12/2022 08:13

I don't really get why you took so much time off work either. Even if you have a demanding job which many people have, generally you can find time to make a phone call or discuss with your employer.

How many people in customer-facing jobs can keep dipping out to make phone calls? There are plenty of other jobs, too, where personal calls during working hours are not allowed.

MRex · 31/12/2022 08:14

This reply has been deleted

Post deleted for troll hunting

HandScreen · 31/12/2022 08:14

The same day appointments are only for time-sensitive conditions, not repeat prescriptions. In this instance, you need to take the repeat prescription in the immediate term, then you should be ringing for one of their not-same-day appointments (this usually has a 2-6 week wait). For these, you don't ring at 8.30am, but at a less busy time during the day.

There is no need for a same day appointment, from what you are describing. Ring at a less busy time of day, and ask for a medium term appointment.

SnowlayRoundabout · 31/12/2022 08:14

olympicsrock · 31/12/2022 07:25

The NHS is at crisis point this week - lots of staff sickness, staff catching up post holidays, loads of winter bugs, far busier than average. They are on emergencies only.
Have you seen the huge number of acute trusts that have declared critical incidents??

Honestly they are on emergencies only. It doesn’t sound like your problem is this ( but perhaps we don’t have all the information) .

It’s not good care but the NHS can’t deliver that at the moment.

OP posted 11 days ago, so what is happening this week isn't terribly relevant.

SnowlayRoundabout · 31/12/2022 08:16

HandScreen · 31/12/2022 08:14

The same day appointments are only for time-sensitive conditions, not repeat prescriptions. In this instance, you need to take the repeat prescription in the immediate term, then you should be ringing for one of their not-same-day appointments (this usually has a 2-6 week wait). For these, you don't ring at 8.30am, but at a less busy time during the day.

There is no need for a same day appointment, from what you are describing. Ring at a less busy time of day, and ask for a medium term appointment.

OP wasn't asking for a repeat prescription. She was also told that the only option was same-day appointments. Try reading her posts again.

Hayliebells · 31/12/2022 08:19

In your situation, I'd switch to a surgery that uses e-consult (presumably yours doesn't?). I think the way my surgery uses e-consult is brilliant, it's the one thing that's been an improvement since Covid. If I need to see a doctor the same day they'll ring me back with an appointment time, or if it's not urgent, they might take a few days, but I'll get an appointment eventually (possibly a phone appointment, it depends). That's because it's an actual clinical who is triaging the e-consult forms, whereas it sounds like in your surgery it's the receptionist who is the gatekeeper for care, which isn't right.

Hayliebells · 31/12/2022 08:20

*clinician, not clinical

ittakes2 · 31/12/2022 08:21

Ring 111 - they have in the past told me to tell my doctor's surgery that 111 has told them they need to give a same day appt and this has worked.

ArcticSkewer · 31/12/2022 08:27

SnowlayRoundabout · 31/12/2022 08:14

OP posted 11 days ago, so what is happening this week isn't terribly relevant.

Show quote history

Oh yes, sorry, last week was much better pmsl.

HandScreen · 31/12/2022 08:27

@SnowlayRoundabout I know the OP was asking for a same day appointment. I'm saying that she shouldn't have been, as it's not for a problem that needs to be addressed on the same day.

The GP surgery will have more medium term appointments available, the OP just wasn't asking for those, as she doesn't understand how the GP system works.

I would suggest that the OP having a quick read of the surgery's website will be very helpful.

Paq · 31/12/2022 08:32

@HandScreen I read it as OP was refused any appointment at any time, which is very poor form.

Redebs · 31/12/2022 08:33

My surgery is similar. The only way to get an appointment preCovid was to call 111 and have them refer you to the surgery if you 'passed' this pre-receptionist vetting. That's not what 111 is for; they were abusing the system.
Then they had an online system with a private company called DoctorLink where you had to make an account and fill in personal medical details before they decided if they would let you speak to a receptionist.
Phone elimination race at 8am, so if you didn't get through, you had to try again the next day. Nothing bookable in advance. Useless if you needed to book time off work. When you complained, they would say that if you were well enough to go to work, you didn't need to see a doctor.
Never enough doctors in each day. The website says they are ready to take on new patients.

Oblomov22 · 31/12/2022 08:34

"asked and was told no because they could just send a prescription straight to the chemist for me instead. But I wanted an appointment"

YANBU. This is poor. I'd complain by email to Practice Manager.

But May I also say you need to be firmer, polite but firm. At the time. Not so passive. You should've insisted to the Receptionist: said "no, that's not acceptable. I want an appointment please. Are you refusing to give me one. Can I talk to the practice manager about this, because I'm not happy".

HandScreen · 31/12/2022 08:35

Paq · 31/12/2022 08:32

@HandScreen I read it as OP was refused any appointment at any time, which is very poor form.

Yes, I don't think that's the case, though.

Hayliebells · 31/12/2022 08:36

SnowlayRoundabout · 31/12/2022 08:13

I don't really get why you took so much time off work either. Even if you have a demanding job which many people have, generally you can find time to make a phone call or discuss with your employer.

How many people in customer-facing jobs can keep dipping out to make phone calls? There are plenty of other jobs, too, where personal calls during working hours are not allowed.

This is an attitude that really bugs me, the presumption that all people can take phone calls at all times, that their jobs just allow it. I have a job (teacher) where I cannot take phone calls when I am working. There is no way on earth I can let my phone ring in a lesson, pause the lesson, and pop outside to speak to a doctor. If a senior leader witnessed that, or a student complained about it, I would be in for a disciplinary. I've had issues where medical staff just didn't get it, and it caused a lot of stress, when I was waiting for test results and phone calls to schedule follow up appointments for a 2 week wait cancer check. The repeated missed calls, unable to actually speak to anyone to follow up when I wasn't in lessons, unable to make supposed urgent appointments as they're was no way to make them other than to wait for their call. They either just didn't believe I couldn't take calls whenever they happened to ring, or they had no way of managing it when that was the case. Some people genuinely do have jobs where they can't take personal calls, I'm sure teachers aren't the only people who have this problem. Honestly, at the time, I felt like I just needed another job, one where I sat at a desk all day and was able to take calls freely. That to quit teaching would be the only way that it would be manageable if I actually did have cancer. I think if I had a chronic health condition that needed lots of contact with a hospital, that's exactly what I'd do.

makeupwars · 31/12/2022 08:37

HandScreen · 31/12/2022 08:14

The same day appointments are only for time-sensitive conditions, not repeat prescriptions. In this instance, you need to take the repeat prescription in the immediate term, then you should be ringing for one of their not-same-day appointments (this usually has a 2-6 week wait). For these, you don't ring at 8.30am, but at a less busy time during the day.

There is no need for a same day appointment, from what you are describing. Ring at a less busy time of day, and ask for a medium term appointment.

whats the point in posting if you can’t even be bothered to read the OP properly? The OP already said they asked to book in advance and it’s not available. It’s only same day appointments. Jesus wept why is it so difficult for some people to accept their practice isn’t the same as every other practice

Redebs · 31/12/2022 08:37

@SnowlayRoundabout my surgery only offers on the day appointments.
You can continually redial the phone, listen to the recorded message, get busy tone, redial, get told you are number 15 in the queue, get through to be told there are no more appointments today and to try again tomorrow.

makeupwars · 31/12/2022 08:39

HandScreen · 31/12/2022 08:27

@SnowlayRoundabout I know the OP was asking for a same day appointment. I'm saying that she shouldn't have been, as it's not for a problem that needs to be addressed on the same day.

The GP surgery will have more medium term appointments available, the OP just wasn't asking for those, as she doesn't understand how the GP system works.

I would suggest that the OP having a quick read of the surgery's website will be very helpful.

JESUS WEPT not every practice runs the same! My practice doesn’t allow advance appointments either. Same as the OP and plenty of other people on MN. Or are we all lying?

Oblomov22 · 31/12/2022 08:43

I'm aware of how awful some GP set ups are. glad our GP set up is as good as it is. You can email. Phone up at 8am. Send a form on their online website until it gets full. ( I always do the latter, get phoned back within 2 hours and get a prescription the same day).

Original poster
hopelessmeringue · 31/12/2022 08:46

This reply has been deleted

Post deleted for troll hunting

You’re comment actually made me burst out laughing sorry. I wanted to book an appointment in advance but couldn’t!

well done I’m so glad you can do all that on the app, but we don’t have that hence the phone.

‘if any parts of your story are true’ what a vile thing to say. It’s absolutely true and if you want screenshots of the 200+ calls send me a PM and I’ll be delighted to show you. Except you won’t because it’s much easier to be a keyboard warrior in public.

OP posts:
SnowlayRoundabout · 31/12/2022 08:47

HandScreen · 31/12/2022 08:27

@SnowlayRoundabout I know the OP was asking for a same day appointment. I'm saying that she shouldn't have been, as it's not for a problem that needs to be addressed on the same day.

The GP surgery will have more medium term appointments available, the OP just wasn't asking for those, as she doesn't understand how the GP system works.

I would suggest that the OP having a quick read of the surgery's website will be very helpful.

Have you STILL not read the OP? Quote: "Asked if I could book in advance but no that’s not possible, it’s only on the day and there’s no advance booking."

She wasn't asking for a same day appointment, that was the only option her surgery was offering.

LakieLady · 31/12/2022 08:48

I'm gobsmacked that some surgeries are still dealing with paper scrips that have to be issued and then physically taken to a pharmacy.

All the surgeries here have been sending prescriptions electronically to any pharmacy in the area for years, and they arrive within 2 working days. It often doesn't take 2 days, either: if you submitted the request on a Monday, there's every chance you could pick up your meds on Tuesday.

SnowlayRoundabout · 31/12/2022 08:49

Redebs · 31/12/2022 08:37

@SnowlayRoundabout my surgery only offers on the day appointments.
You can continually redial the phone, listen to the recorded message, get busy tone, redial, get told you are number 15 in the queue, get through to be told there are no more appointments today and to try again tomorrow.

Errm, why is that addressed to me?

Willmafrockfit · 31/12/2022 08:50

my surgery is the same, you cant book via the app, you can only ring,
i would suggest you write them a letter explaining what it is you want to discuss. i am sure it will be better in a couple of weeks when it is no longer christmas

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