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Original poster

Should I complain? NHS

120 replies

Worriemummy · 01/08/2025 18:26

Before I start I work in the NHS and I know things were bad but I’m not sure if I’m letting my emotions run wild so this seems worse than it is or if you would complain?

DD5 ( v healthy previously - no doctors visits apart from immunisations). Developed a small lump on her face in January. You couldn’t see it but could feel it. We thought it was a blackhead or something and cleaned it daily etc but it just grew. Visited the pharmacy who advised to ring the GP for an urgent appointment. Rung the next few days but it took 10 days to get an appointment. GP didn’t think we needed to be seen face to face and said it sounded like a spot - continue washing.

2 weeks later she woke up, lump was red, inflamed, much bigger (DD was fine in herself) . Contacted GP every day for a week but the receptionist said every day that we’ve already been seen for this issue to why are you still ringing. I explained it had changed but we still couldn’t get an appointment. In the end we were given a pre book able appointment…for October (this was in April). They said was impatient, dramatic and maybe needed mental health support for heal anxiety…

it obviously wasn’t a a&e matter at this point, I did ring minor injuries but they said it doesn’t fit the criteria they have.

I felt completely abandoned at this point and now the spot was painful and my DD was missing school. So we booked an appointment with plastic surgeon. Saw him in 3 day, turns out it’s a tumour and he could remove it. We arrange for the surgery with him and he removed it within 2 weeks (obviously at a cost).

we still haven’t seen the GP. Would you complain about this or just leave it as it’s hopefully all over??

OP posts:
AragornsManlyStubble · 01/08/2025 18:30

I would absolutely be raising this with the GP practice manager and your wider NHS trust.

ComeTheMoment · 01/08/2025 18:32

Yes, they need to know, even though it doesn’t change anything for your DD. They need to review their procedures.

TheEllisGreyMethod · 01/08/2025 18:33

AragornsManlyStubble · 01/08/2025 18:30

I would absolutely be raising this with the GP practice manager and your wider NHS trust.

This, you absolutely need to complain. You followed what they said, raised concerns when the situation changed and we're completely fobbed off.
Imagine how bad it would have been if you didn't have the resources to see a plastic surgeon. The next child might not have the resources.

tipsyraven · 01/08/2025 18:36

TheEllisGreyMethod · 01/08/2025 18:33

This, you absolutely need to complain. You followed what they said, raised concerns when the situation changed and we're completely fobbed off.
Imagine how bad it would have been if you didn't have the resources to see a plastic surgeon. The next child might not have the resources.

Show quote history

This.

Original poster
Worriemummy · 01/08/2025 18:36

Thanks everyone, I’ll send an email this weekend. I’m so upset about the whole thing but my DM just said to leave it.

we had to take a loan out to cover part of the costs so it wasn’t ideal but obviously with it. Just feel really sobbed off

OP posts:
bluecurtains14 · 01/08/2025 18:37

Did the GP text you to send in a photo? Pretty bad to diagnose something on the skin without doing that (and I'm a GP). So sorry to hear of your news.

pinkbackground · 01/08/2025 18:38

Yep. I’d be making a fuss about this without a doubt.

Original poster
Worriemummy · 01/08/2025 18:38

bluecurtains14 · 01/08/2025 18:37

Did the GP text you to send in a photo? Pretty bad to diagnose something on the skin without doing that (and I'm a GP). So sorry to hear of your news.

yes we sent photos in to the practice and he said he’d looked at them

OP posts:
bluecurtains14 · 01/08/2025 18:39

Worriemummy · 01/08/2025 18:38

yes we sent photos in to the practice and he said he’d looked at them

Show quote history

Then the original opinion was very possibly reasonable based on what it looked like at that point (as the chances of this being cancer are absolutely tiny) - but continuing to refuse to see you again when you kept ringing and were concerned wasn't. I would definitely bring it to their attention, for nothing else so that protocols can change.

anyzee · 01/08/2025 18:43

Is it a case of the Praetorian Guard receptionist taking on a diagnostic role here, seems a bit of gatekeeping going on, but maybe that was communicated by GP, I don't know.

TheFormidableMrsC · 01/08/2025 18:43

Yes I would complain. Clinical Governance Unit is where you need to go I believe.

BadKarma3467 · 01/08/2025 18:46

100% a complaint!

Greybeardy · 01/08/2025 18:56

Not ideal to have not been able to get an appointment after it became inflamed and I would feed back about the reception/inability to get proper advice at that point. Whether not making a spot diagnosis initially was inappropriate though is trickier. Depends a bit on what the histology was, what the implications of the short delay were for treatment, whether they’d have been reasonably expected to diagnose a facial tumour in a child based on the initial presentation. Not sure I’d have let a plastic surgeon lop it off in the private sector if there were any hint of a nasty tumour.

Original poster
Worriemummy · 01/08/2025 19:07

Thanks everyone, it was more the reception issue of not being able to get a second appointment we were angry with rather than the GP consultation.

the plastic surgeon would have been the one to remove it in the nhs anyway (him or his colleague as there’s only 2 of them that do it) so we were very happy for him to do this. Otherwise we’d still be waiting for our October appointment, then referral and then added to the waiting list

OP posts:
Arran2024 · 01/08/2025 19:09

I have had a cyst that suddenly started getting very red and sore and I went to A&E, where it was dealt with. They thought I was going to need an operation to remove it - they would have operated only it was in a tricky place on my neck so they wanted to refer me to specialists at another hospital, but it was the weekend, and when they saw me 2 days later, it was clearing up nicely so we just left it.

So anyway, it can be difficult to know what's what with things like this. The GP makes the referral and you should go to A& E if if gets serious before the referral goes through.

I phoned 111 and they told me to go to A& E btw. That's what it's there for. You would have got it removed for free there.

There is no point complaining to the GP. They referred you. That's their job done. You should have gone to A& E. You don't need the GP to tell you to that. I simply don't understand how you ended up going private.

Lavenderandclimbingrose · 01/08/2025 19:09

Yes complain. GP needs to see things like this in person and listen to problems

swampwitch0 · 01/08/2025 19:11

That is atrocious.
Definitely complain.

MissyB1 · 01/08/2025 19:16

Yes put in a complaint. Dh is a Dr he hates all of this business of patients not being seen face to face by the way. He works in the hospital and managers asked him to convert one of his clinics to telephone, he refused, there was a big row (they threat him!) But he stuck to his guns. Hes a firm believer in physically looking at the patient and examining them.

Spanador · 01/08/2025 19:18

I absolutely would raise it with them if I was you. I’ve just had a similar experience. Found a lump in my arm that’s been growing rapidly and getting harder. Contacted my gp surgery in February, they saw me in April but said it was just a bit of muscle that had torn and was out of place. It kept getting bigger so I kept on at them. They eventually booked me an mri after I really pushed for referral and I’ve just found out that it’s actually a huge tumour that needs removing as soon as possible. Even then it took 5 weeks for me just to get the mri results

Alwaysoneoddsock · 01/08/2025 19:23

Yes I would complain and inform the CQC. I normally defend the NHS but this is appalling. Hope your little one is on the mend now.

BerryTwister · 01/08/2025 19:24

Are you sure they offered you an appointment in October? That’s very strange because GP appointments are usually only scheduled 6-8 weeks in advance.

Of course you should have been seen face to face the first time, and you should have been given an appointment when you called back, so you have grounds for complaint. But the April October thing makes no sense.

GinandRunning · 01/08/2025 19:26

I work in a senior nursing role in the NHS and I would absolutely complain. I am raging on your behalf. They put your DD’s health at serious risk and its needs fully investigating. Contact your local ICB as they manage GP practices.
i’m so glad that your DD is ok

Ooodelally · 01/08/2025 19:27

I think you should complain, a change in procedure might save the next patient their life!

Ooodelally · 01/08/2025 19:27

I think you should complain, a change in procedure might save the next patient their life!

Alwaysoneoddsock · 01/08/2025 19:28

Arran2024 · 01/08/2025 19:09

I have had a cyst that suddenly started getting very red and sore and I went to A&E, where it was dealt with. They thought I was going to need an operation to remove it - they would have operated only it was in a tricky place on my neck so they wanted to refer me to specialists at another hospital, but it was the weekend, and when they saw me 2 days later, it was clearing up nicely so we just left it.

So anyway, it can be difficult to know what's what with things like this. The GP makes the referral and you should go to A& E if if gets serious before the referral goes through.

I phoned 111 and they told me to go to A& E btw. That's what it's there for. You would have got it removed for free there.

There is no point complaining to the GP. They referred you. That's their job done. You should have gone to A& E. You don't need the GP to tell you to that. I simply don't understand how you ended up going private.

Edited

That’s not what A&E is for. People using it in this way is why it’s in crisis.