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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:
Kirbert2 · 01/08/2025 19:33

I'd complain but I also would've gone straight to A&E or at least rang 111 for advice when it grew in size and got painful.

SummerInSun · 01/08/2025 19:37

Ooodelally · 01/08/2025 19:27

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

This. You aren’t complaining to have a go at them (much as you’d like to), you are making them aware so that next time something like this happens they are more careful and see the person.

Great that your daughter is ok.

Original poster
Worriemummy · 01/08/2025 19:37

Kirbert2 · 01/08/2025 19:33

I'd complain but I also would've gone straight to A&E or at least rang 111 for advice when it grew in size and got painful.

i didn’t put it in the OP as I didn’t think it added anything but I did ring and they advised I call the GP again. This was around half way through the week of attempting to get an appointment after the spot had changed

OP posts:
SpaceRaccoon · 01/08/2025 19:39

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

Then 111 shouldn't be advising that they attend. But they did.

FreebieWallopFridge · 01/08/2025 19:39

Of course you should complain!

hmmimnotsurewhy · 01/08/2025 19:40

Yes absolutely complain. Children are given same day appointments at ours. I almost always get a same day one too. However the quality of GP’s are just very poor so we use the private route.

softkitty79 · 01/08/2025 19:41

I would put in a complaint in this scenario, and I'm a GP.
I would expect this to come through as a complaint at my practice.
That doesn't mean I know what the outcome of an investigation would be but you ANBU to raise it

Pleatherandlace · 01/08/2025 19:43

Big fat formal complaint. I say this as someone who was misdiagnosed for 18 months the with “women’s issues” when I actually had cancer. I think this was in part due to the fact that I was never seen face to face.

GoodGollyMissDolly · 01/08/2025 19:45

Absolutely complain yes, that is appalling treatment (or lack of!!!) for your child.

randomusernam · 01/08/2025 19:46

They need to be told it was a tumor and complain they should have seen her in person. My GP will not do phone appointments for under 5’s. All appointments need to be in person.

IsItatrashmarriage · 01/08/2025 19:47

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

ok, so the GP who fob off people should be keeping their jobs, why???

Original poster
Worriemummy · 01/08/2025 19:50

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

My GP didn’t refer me to anyone?! Where did you get that from?

OP posts:
Kirbert2 · 01/08/2025 19:51

Worriemummy · 01/08/2025 19:37

i didn’t put it in the OP as I didn’t think it added anything but I did ring and they advised I call the GP again. This was around half way through the week of attempting to get an appointment after the spot had changed

Show quote history

Fair enough. If I was still concerned at that point, I would've gone to A&E.

Definitely complain.

Studyunder · 01/08/2025 20:01

You need to make it formal, not just an email. Complain to the practice, PALS and anyone else possible so this is highlighted as far as possible. Doing so could save a life one day. I’d also write a request the surgeon to feed this back to the GP and the. GP practice in question so it comes from both view points.

AnonSugar · 01/08/2025 20:01

I would make a formal complete. They way they treated you and your daughter is awful.

grotesquelygrotesque · 01/08/2025 20:08

Damn right you should complain about this. Copy in CQC and your local MP.

BluntPlumHam · 01/08/2025 20:10

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

No, no do not leave it. How dare they refuse to see a 5 year old who has a spot to the face, that requires a physical check up. This is not normal and they’re out of order. Please go through the official channel of complaints and take it all the way. I’m sorry for your child and I hope she’s healing well how utterly distressing for you and your family x

BluntPlumHam · 01/08/2025 20:12

I would also ask for the GP’s GMC number , the one who said he did not need to see your child. Deplorable and he/she deserves to have a complaint directed at him/her.

scorpiogirly · 01/08/2025 20:14

The NHS is bad enough but we can sure do without snotty fucking receptionists talking down to us and walking around as if they have a banana stuck up their arse! I've encountered two such creatures this week.

Definitely complain. I hope your poor daughter is okay now x

slapmyarseandcallmemary · 01/08/2025 20:28

I'd complain. I also work for NHS. GP should at least have referred to dermatology. I would absolutely complain about the "why are you still phoning". So irresponsible of the practice. Hope your wee one is ok.

Ikeameatballs · 01/08/2025 20:34

I hope your little one is ok and from the information you’ve given I’d definitely complain.

What type of tumour was it? Does she need NHS follow up for further treatment?

latetothefisting · 01/08/2025 20:52

Worriemummy · 01/08/2025 19:50

My GP didn’t refer me to anyone?! Where did you get that from?

Show quote history

I love it when people make snotty and condescending comments when they clearly haven't even bothered to properly read the OP and just made up what they think happened in their head. Thanks for that valuable contribution...
Let alone the suggestion to completely misuse A&E resources because that's what it's there for...what about a spot/tumour is an accident or emergency, exactly?

OP I work in health complaints and definitely think you should complain. You've got nothing to lose and it could help other people in your dd's position who can't afford to go private. It doesn't have to be an arsey complaint or 'kicking off' just put an email to the practice manager outlining the facts.

itsgettingweird · 01/08/2025 21:01

I would complain but don’t expect to get anywhere.

My old surgery I rang everyday for 6 weeks for an appointment for the most painful headaches waking me at night.

receptionist said it couldn’t be urgent as I’d had the headaches for 2 months. (Had them for 2 weeks before I started trying to see GP)

Practice manager baked up receptionist that they are “trained to triage”

My new surgery and the neurologist I’ve just seen had a different opinion.

Bgasfraudfraud · 01/08/2025 21:06

I worked for the NHS and I would definitely complain. Even consider doing a small claims compensation! They are crown covered now. This is an incident that needs to be flagged and addressed. More training and awareness.

I would wait for a response before I went down the GMC route.

Hope your DD is better now.

KittyEmK · 01/08/2025 21:11

Absolutely complain! Awful! I hope your DD is ok

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