Should I complain? NHS

[Worriemummy]

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??

I’d make a complaint to your GP practice manager.

Wow this is just awful! I’d definitely complain.

The GP in our town is useless so we’ve registered out of area and the new one has been amazing may be something to try if you’re able to drive to appointments etc. as I know I wouldn’t have trust to go back to this GP practice.

That's absolutely shocking and I would definitely be complaining. I can understand the initial misdiagnosis by the GP as it may not have been obvious earlier on what the lump was but in regards to being denied a follow up appt when the issue remained; it's not up to the receptionist to diagnose whether a lump is urgent or can be booked for an appointment 6 months away.

This.

I think it's best to do patches on your GP website these days as you can upload photos and they get back to you within 48 hours. The photos are crucial really as talking about it is open to interpretation.

Yes that's awful, and I can't believe they gaslit you by offering you mental health support.

No idea why you didn’t complain to practice manager sooner.

I would absolutely be complaining. You and your daughter have been treated appallingly by your GP surgery.

Completely agree with all saying you should complain @Worriemummy

First step, GP surgery, with the Dr./staff member in question or practice manager.

If dissatisfied with that outcome, you can escalate

I would absolutely complain about this it's absolutely disgraceful to be ignored and made to feel you ate bothering people who are there to care for your daughter in these circumstances.
I can't get over this don't let it go take it as far as you can .
I hope your daughter is doing much better now and you are all ok. X

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…

Well that's shit safety netting for a start, what do we say to people over and over again ? If it gets worse, changes, there is pain or an increase in pain, swelling, redness etc contact us again. Even more so with a child.

Yes the NHS need to know-if nothing else, the practice will be more alert.

I’d be raising merry hell. If you don’t complain, they’ll continue to be incompetent.

This l would complain absolutely disgraceful

Practice manager, gp,CQC. Appalling. What is the biopsy on the tumour? Important for you to know. Doc should have referred you to oncology if biopsy not favourable I would have thought.

Complain to the practice directly and to CQC. The receptionist was seriously out of order here.

Sorry if you've said and I've missed it, but what kind of tumour?

Sounds like this was due to the incompetent receptionist who thinks they have a medical degree. I would deffinately put a complaint in.

Definitely complain. Why are some receptionists so jumped up and full of their own importance that they think they can decide who needs medical attention and who doesn’t? Have they done 7 years’ medical training? Have they fuck. The procedures at your GP practice need to change drastically, and the manager needs to know about it.

Yes. Do it.

GP here - I'd definately complain.

Definitely complain.

You also need to make a very specific aspect of your complaint the fact that they invented a diagnosis of health anxiety when you hadn't sought medical advice for yourself and raised no issues or symptoms in yourself. In doing so, they effectively accused you of lying. I wouldn't be surprised if there's something on your file now which would mean you're not taken seriously about things going forward - once they label you a hysterical nutter with health anxiety, your arm could be hanging off and they'd roll their eyes and tell you it's just anxiety.

That is absolutely terrifying, yes Op you should complain

I would get the histopath report back before complaining…
I also missed what the diagnosis was if you have already said OP

If I was your GP I’d have done lots of safety netting (especially on the phone) this is the bit where we say “come back if it gets bigger/not getting better/you’re worried”

one of the things I think most of us working in GP worry about is doing loads of safetynetting and then the whole system being so overwhelmed that there are no appointments to be seen; and especially for children, when things can change so quickly. I’d always try to see a young child asap.

i think you should absolutely complain - and complaints can be really helpful & constructive for surgeries to help work through issues. I’d want to know that your DS hadn’t been seen despite you calling. That’s a massive red flag, isn’t it?

Depending on how you want to approach it, you could ask if it can be an SUI - and ask the practice manager if it would be helpful to raise to the ICB and also your MP. I say this, coz frankly we are all at our wits end too.

i hope your DS is ok x