GP surgery phoned wrong person but made out me and DH are liars

[nextwed14]

I had a couple of missed calls from my GP surgery today which was odd as I haven't contacted them at all recently. They called again at 5pm and they asked to speak to my son when I explained he was at school they said his dad had contacted them and booked a phone appt for 1130 but they couldn't get hold of his dad on the number given so they were contacting me.

I said that it wasn't my husband who called and that my son is well and at an after school club. They had my sons name and dob and said that they definitely had a call regarding him this morning. I double checked with my DH and he hadn't called so I called the surgery back and said we definitely hadn't contacted them. DH then phoned to say he hadn't contacted them and receptionist said that he definitely called them this morning and an appointment was given but my DH didn't answer his phone. They made out that myself and my husband were liars and that we were wasting NHS resources by now deciding that there was no problem. They must have muddled my son up with someone else but I don't know how as his name is quite unusual and I dont think there would be 2 people with the same name and DOB. I don't know if I should take it further or just leave it. Who ever did phone has obviously not had an appt for their child as they had the totally wrong contact details for them

I'd write formally to the practice manager.

My GP surgery accused me of drug seeking and 'arranging for fast track prescriptions' (not possible I've found out in enquiries since) and then threatened to block me and deregister me - only to call back 30 minutes later and say 'oh your prescription will be ready tomorrow' - when I asked for an apology they again threatened to deregister me for being abusive 🤣

All that to say there are bad apples in every bunch. I use the kill them with kindness approach now and am bordering on smarmy. Sorry you had to deal with that.

You need to make a formal complaint (in writing) to the Practice Manager. There will be a formal complaints policy which they have to follow.

How old is your son? Could it be possible that the appointment was for him but someone else was helping him?

Mistakes happen. I had a call from a GP, which was a total surprise because I definitely hadn't made an appointment. However, you may wish to complain about them calling you a liar.

He is 16 so in fact he now needs to phone himself anyway - I asked him as well just in case and he definitely has had no contact with the GP surgery at all.

How old is your son? Could he have called them himself?

Well if he'd made it in secret about something "embarrassing" then he's hardly going to tell you it was him is he?

Did your husband have missed calls too? Or who were they calling before they tried you?

My GP got me mixed up with someone else when calling about an abnormal test result. We both had abnormal results but hers were more worrying than mine.
The opticians also got my son mixed up with another boy who had a ? Detached retina and my son had a slight scar on his.
Both apologised but you have to be really on top of things to work out they've made an error.
My GP also gave me a printed prescription with someone else's medication, name, address and dob. I took it back and the receptionist snapped at me.

It's unbelievable the poor administration that goes on

I too was wondering if your son made the appointment himself- but doesn't want to admit it?

If not, I'd would write to the practice manager because clearly their admin/system has made an error. Yes, we are all human, but this might be a reoccurring error.

When I got access to my medical file, I found that I apparently used to chew 1.6kg of chewing tobacco A DAY! I've never tried it, but surely that is an incredible amount to get through in a week, let alone per day? I eventually got it removed, when I worked out it was the date I stopped cigarette smoking, but I had to convince the GP several times that it wasn't true and an error at their end!

I know it definitely wasn't him because they said it was his dad who called and his dad who they were trying to contact and the number wasn't being answered hence why they called me. My DH said when he called to say it wasn't him that phoned, the number they had to call him back on was a completely different number anyway.

Husband had no missed calls as the number given by the caller was not his number.

I would write to the practice manager.

I would make sure that it implied I wasn't wanting to cause any bother, we are all human and make mistakes, however I don't want it held against us as though we wasted the practice time, and hope that they get to the bottom of what happened as somewhere a child needs medical attention.

The hostility and aggression from Dr's receptionists is something else.. even when they're clearly in the wrong.

No 16 year old boy in the history of the human race has ever made his own GP appointment.

You'd think they'd be able to search their database of patients to find out who's number they were calling

All of the receptionists at my gp surgery are great apart from one. One that I'm pretty sure has taken a course in how not to talk to people. As soon as she answers the phone, she is confrontational abd nasty. I recently called to get the results of a blood test and she kept on asking me which one I was referring too, wouldn't believe me when I said I had only had one, was adamant that I had two. In the end she was yelling down the phone repeatedly in a really angry voice "Which one are you referring too?". In the end, I politely but firmly said that I would call back when someone with a better attitude was covering the phones. There are always three or four receptionists on, so I rang back, got through to a different lovely receptionist who gave me the results.

All the times I have spoken to the dragony one in person, she has been as meek as a mouse. Obviously she only has the guts to be rude and unpleasant on the phone. She is the deputy practice manager as well 😮‍💨

Are their calls not recorded? They are at our surgery. I’d be asking them to check, and then provide, the call recording.

My fil was called back from a holiday abroad (some years ago) to discuss his test results. .
Can't imagine how he got home without having some sort of attack with worry....
They had mixed him up with another man. Surname spelled a letter different... No real apology either.

There is every chance your son wanted to speak to the dr about something. He could have said he was his dad (worried they wouldn't give an appointment maybe). Either way I would leave it. It's either an honest mistake or he wants to speak to a dr.

You what? Both of my DC (one boy, one girl) started making their own appointments when they got to 16. What a bizarre concept to think no 16 year olds ever do that!

I had a note in my nhs app telling me I had penile cancer and needed an urgent appt once. Lucky I don’t have a penis.

My GP surgery are generally fantastic, but mistakes do happen. Which is fine. What I object to is being told such mistakes are impossible.

eg. I was told a time for a same day appointment over the phone by the receptionist- 5.15pm- and I checked it twice because it was unusual for them to book in after 5. Turned up at 5.15 to be told my appointment had been at 3.15, I’d missed it, and was wasting resources. I explained I’d checked the time twice and had def been told 5.15 and asked - politely- if perhaps the receptionist had misread 15.15 as 5.15 (it could easily happen!) and it was like I’d questioned the existence of gravity, or asked if perhaps the earth was flat after all?

TLDR: I feel your annoyance!

There’s a chance it could have been your son (possibly pretending to be his dad). He might not want to tell you if it’s something embarrassing. I made appointments at that age without telling my parents.

Just as likely they have got the wrong person though. They shouldn’t have made you out to be liars.