To complain to GP practice?

[Cluedokeys]

Or am I being a drama queen?

Long story short, I’m worried I might have skin cancer. New and changing moles which look hideously similar to the examples of melanoma on the NHS website, I’m exhausted, and covered in a new, odd, blood fleck rash. I’m 31.
Prior to this I’ve not needed to see a GP for years.

I cannot get an appointment. I’ve called everyday for two weeks at the exact phone opening time in the morning, waited on hold for 40-55 minutes each day, to be told no appointments available and to call back tomorrow. You cannot make an appointment for a future date, you cannot make an appointment in person. Apparently, you can make an appointment online, but my partner and I have checked continuously for the last 2 weeks including at night and there are never any available. I’ve filled in an online consultation form which the auto response tells me will be reviewed by staff at the end of April, which is something I suppose, but I’m absolutely panicking that if it is something sinister, I need to be referred quite quickly for the best outcome.

I’m not sure whether the worry is clouding my judgement and I need to just calm down and keep trying, no big deal, or whether actually this is a pretty dismal set up which is worthy of a complaint?

I agree about ringing 111 or even threatening to. I told the receptionist at my surgery that if I rang 111 they would refer me back to the surgery (which they had on a previous occasion) and they gave me an appointment for a call from the doctor.

Or actually ring 111 of course.

I would complain. The service is just not good enough.

Is there not a duty doctor you can speak to? At my last 2 surgeries there were same day appointments, which of course went immediately, but for something genuinely urgent there was also the duty doc you could speak to. At this point I would be calling it genuinely urgent considering you should be seen very quickly with these symptoms. I’m not sure a complaint will get you anywhere TBH. My only other suggestion is to speak to 111 and see if they can get you a same day appt (have had to do that before as well when the receptionist told me no more appointments). Please keep trying, I was fobbed off by 2 different GPs when I had skin cancer (told it was nothing), had to go private to get it removed, thankfully it doesn’t seem to have spread. Early intervention is essential.

This thread is so depressing ....are we really suggesting that the only way to get a doctor appointment is to write an actual letter and enclose a photo..it's 2024. Moving surgeries is often not feasible and why on earth should OP need to go privately.. she has an NHS GP (just about). I think you have no option but to make a formal complaint if only to highlight the awful systems they have in place at your surgery. All GP surgeries are under pressure but some are managing better than others. If we all just accept this situation and either ignore our symptoms or go privately nothing is going to improve.

Call. Mid morning when the receptionists are likely to be slightly less busy. Explain you tried for two week at the 8am time but can’t get through. Explain you have changing moles you are worried may be cancer and ask them if there is anything they can do. Be polite. My surgery have then fitted me in because it has been urgent. Or try seeing a pharmacist first and then you can do all of the above saying pharmacist said you need to see a gp (and that is what they say). I can never get through in the morning but if I wait and explain things politely they almost e always got a few appointments for urgent cases.

Agree, but I suggested this as a possible shortest path to a resolution. I’m also in favour of the complaint process and have used it myself with good result. Meanwhile, though, the health issue is waiting to be addressed.

Boots offers a mole scanning service. Not an affordable service for everyone but it might help some.

https://www.boots.com/healthhub/skin-services/mole-scanning-service

If you can afford it, make an appointment with a private dermatologist or plastic surgeon. You should be able to get the price of a private consultation over the 'phone.

Can you ask the receptionist when they release the general non urgent appointments? My surgery releases them two weeks ahead at midday on Tues and you can book on phone or app. They all get booked up pretty quickly within hours. If you know when they are released you can try and hover over the phone for them

Op, I know you might not want to go private but I had a mole on my face and my gp told me it was skin cancer (she had sent off a picture of it she took with a special camera.) I received a letter from the hospital to tell me I was on the waiting list.

I was waiting so long I was starting to worry and the mark was growing. I got a private appointment with a dermatologist and at the appointment he said, That’s not skin cancer but do you want me to remove it anyway? I said, Yes please and he did it straight away.

Consultation and minor op done in half an hour. I appreciate you might not have the money to do that but it is a straightforward option if you can.

I would be walking in and say that you are seeking a referral for cancer under the two week guidelines. Do not take no for an answer. This is truly despicable.

That's what we have to do too.
I have also found that if you ask for an appointment to see the nurse, they get you in and then the nurse looks at it and goes and gets the doctor anyway.

You've filled in an econsult and they've said they won't even review it until the end of April? Did I read that right?

Thank you very much for the advice everybody, I am going to go in person tomorrow, even though it ‘isn’t allowed’, and if that doesn’t work, I will write a letter and email the practice manager.

I spoke to a lady in Boots but she said because I have other symptoms they don’t advise that I use their service and I should see my GP instead 🙃.

I really can’t afford to see anyone privately, else I would have done so by now.

I spoke to a lady in Boots but she said because I have other symptoms they don’t advise that I use their service and I should see my GP instead

I would mention that to 111, or in your letter/email to your GP. You tried for an option and they signposted you back to your GP.

Put the details of your situation in writing to the practice manager. They won’t fancy the possibility of any responsibility should your concerns turn out to be correct and should get you seen asap.
If it is skin cancer, and hopefully it is not, don’t think the worst because there are types that are not systemic so not that much of an issue and in the rare chance it is melanoma there are treatments now that have really improved in just the past decade or so.
I have melanoma myself so been there got the tshirt.
Feel free to message me if I can be of any help at any point.

@Cluedokeys do you know if there are any private skin clinics near you? Some of these have mole checking and mapping appointments - images or moles are reviewed by a dermatologist. Not cheap but probably affordable. Incidentally, how long have you had the rash?

As others have said, try 111.

Alternatively, if you can afford it or have insurance, find a local private dermatology clinic that will do a complete body mole check. You shouldn't have to do that though.

I would also complain, initially via PALS. GPs are the gateways to the NHS and it should be possible to get an appointment. They are not operating a safe system if it'simpossible to get an appointment for a serious issue.

Thank you, I have tried 111, who said that I need to see my GP within a few days, but that they aren’t able to offer any appointments at the surgery. They have advised to go to an urgent care centre 25 miles away over the weekend if I can’t get an appointment tomorrow, because urgent care can refer me back to the GP! It seems like a huge waste of everyone’s time but I will do it if I have to!

@hillaryjg yep, that’s correct!

@Blackcats7 Thank you for the reassuring words, very much appreciated.

I would say go private but I noticed that in one of your posts you explained that wasn't possible. Write a letter to the GP practice and explain that you are concerned that you may have skin cancer and although you have tried many times to make an appointment you have not been able to do so. Then ask them to recommend to you what the next step you should take should be. Then take the letter to the surgery. Go to Reception and say that you have a letter asking them what your next step should be because you think you may have skin cancer and you can't get an appointment. That may well be the nudge they need.

This is awful. I'm so sorry OP. I would demand to speak to the practice manager and very firmly explain to them that you have concerning symptoms of cancer, you've been turned away for 2 weeks, and if you don't get to see a doctor & get referred urgently under the 2 week wait asap then it will be on their conscience if it is cancer!!

If all else fails OP, could you afford to see a private GP? They're usually about £100 for an appointment. Or a private dermatologist might be about £200. They can usually refer you back to the NHS. Expensive, but would put your mind at rest!

I always call mid afternoon - after lunch and get though-especially if I explain what it is and that it's urgent. I appreciate every practice is different though.
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I would 100% be going in and asking to speak to the practice manager. The service they are providing is unacceptable and it's their job to find a solution.

Link for the Push Doctor website.....might work!

https://patient.pushdoctor.co.uk/register/login