Page 5 | Should I complain? NHS

Stephanie2018 · 02/08/2025 21:37

COMPLAIN!!!! I’d be seething

Snippit · 02/08/2025 21:51

I had a similar situation with my adult daughter a couple of years ago. The G.P did see her and is designated as a dermatology expert. It started out as a tiny lump near her shoulder blade, the G.P kept on squeezing it and quite honestly making it worse. A pharmacist looked at it and was dismayed that it had been squeezed, it was also increasing in size. I paid privately for a dermatologist who immediately advised us to have an ultrasound scan on it, the outcome of this was to have it operated on.

We went back to the G.Ps who dutifully read all the notes I’d paid £500 for and referred her to a Dermatologist. He was shocked at the state of it and advised us that it should never have been squeezed and if it had been left it could become cancerous. She now has a scar as big as a 2p piece, had it been dealt with sooner you would hardly notice it. We didn’t complain, wish I had, the G.P did apologise to my daughter, it’s so hit and miss 🤷‍♀️

Pessismistic · 02/08/2025 22:44

Yes definitely complain I don’t see how a receptionist is qualified to tell you it’s been dealt with and they wouldn’t let you be seen again. Also I would be wanting the money reimbursed why should you be paying for something that should be free. Definitely don’t let this go. A child should always be seen no matter what the issue is receptionist is totally out of order and deserves to be sacked for this.

auderesperare · 02/08/2025 23:56

This is absolutely outrageous and completely wild. You should definitely complain to the GP and the local health board. Husband is a doctor so I know complaints are taken seriously and have to be dealt with.
I’m assuming the tumour was benign but what if it wasn’t. I can’t believe what the NHS has become in my lifetime.

SilverpetalShine · 03/08/2025 08:28

ClairDeLaLune · 02/08/2025 20:23

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.

10, in entirety 10 and no they haven't and the rude bullying arrogance of it is stackable surely?

SilverpetalShine · 03/08/2025 08:29

Sackable...lol no

Doubledenim305 · 03/08/2025 09:14

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.

I one hundred percent would complain.

Definitely always seek second opinion on health issues if you not happy. It's healthy. Not much more important. Id also write to MP.

MusicMakesItAllBetter · 03/08/2025 10:09

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

Because she couldn't get another GP appointment to have a face to face consultation for them to actually see the lump in real life .... OP thought going to a&e was a bit much and so wanted the GP to actually check it out like a usual family doctor would do before 'potentially' wasting time going to a&e.

Not everyone thinks logically at the time of the event.

MusicMakesItAllBetter · 03/08/2025 10:12

I think the receptionist was patronising in telling you about getting your anxiety seen to. Maybe the GP had told them not to put you through/be seen again?I

You'll probably get an apology at the most though but I'd still complain

TeatimeForTheSoul · 03/08/2025 10:15

Hi @Worriemummy
I’m so sorry you experienced this but it’s great you were able to afford to get appropriate input. I’m NHS too so can empathise about feeling conflicted about complaining. I didn’t complain about something which happened during my mum’s care years ago, and I still regret not doing so.
Complaints to GPs are more challenging I believe as their are independent to the NHS (insisted on this to remain as entrepreneurs when NHS was started). I have only read your responses, not the whole thread, soothers may have given advice on working through their complaints process. However please don’t be put off when they try and minimise this to a close. It sounds like there needs to be re-training for both the admin and medical staff.
Keep notes of everything, try and keep communication in writing. And remember AI is your friend in helping you make letters/emails graceful but forceful.
Good luck.

99problems99 · 03/08/2025 21:10

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??

Contact PALS. That’s disgusting

Trainingfairy · 04/08/2025 12:49

Absolutely you should make a complaint; I wouldn't waste your time complaining to the GP surgery as they aren't likely to investigate thoroughly, based on what you've said about their approach for advice.

You can make a direct complaint to England NHS via this link and I think you will find that they have to respond.
https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

It doesn't bear thinking about what could have happened if you hadn't followed your gut feel about the situation.
Good luck and I hope your daughter makes a full recovery,

NHS England » Feedback and complaints about NHS services

https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint

Littlemisscapable · 04/08/2025 13:06

This is awful. Yes I would complain..I know someone who's 16 year old has been diagnosed with leukemia. Same thing swollen glands... no appointments eventually seen once and despite loads more phonecalls and requests for appts they were continually being fobbed off with suggestions about more sleep/virus/etc. If GP had seen him again it was obvious something was really wrong. 16 year olds are rarely complaining of being ill surely this was a red flag.. Something has to improve..

Lambretta54 · 04/08/2025 16:37

You 100% should make a complaint. The delay, the insinuation of mental health concerns, the total obstructive manner of the GP practice and lack of duty of care is appalling.

Kirbert2 · 04/08/2025 16:49

Littlemisscapable · 04/08/2025 13:06

This is awful. Yes I would complain..I know someone who's 16 year old has been diagnosed with leukemia. Same thing swollen glands... no appointments eventually seen once and despite loads more phonecalls and requests for appts they were continually being fobbed off with suggestions about more sleep/virus/etc. If GP had seen him again it was obvious something was really wrong. 16 year olds are rarely complaining of being ill surely this was a red flag.. Something has to improve..

This was similar to my son except he had lymphoma in his bowel which caused an obstruction. He was vomiting and dehydrated so he was admitted for fluids and the surgeon who saw him said it was gastroenteritis and wouldn't budge on it despite nurses bringing up concerns that they believed he had an obstruction and he even had a NG tube at this point because he was bringing up very obvious fecal matter.

The surgeon eventually saw sense but his treatment was delayed by 2+ hours which meant sepsis developed into septic shock and he had multi organ failure including a cardiac arrest. He was eventually transferred to a hospital who did emergency surgery and then a week later, we got the news that the obstruction was caused by cancer. He's 9 now but this was last year when he was 8.

He's been in remission for 10 months now and has some disabilities due to the delay in treatment to his bowel obstruction but he's still here and he very nearly almost wasn't due to a stubborn surgeon who wouldn't listen to nurses.

Sadworld23 · 06/08/2025 20:16

Hrft but from first post absolutely I'd complain, not only to the GP but the health watch or other monitoring body. Anybody official basically.

Hope DC is ok now.

You say nothing, it becomes acceptable and it's not.

BeaTwix · 06/08/2025 20:27

What kind of tumour? Cancer(malignant) or something benign that could wait?

If former why did plastic surgeon not refer you from his NHS clinic into the two week wait (cancer) NHS clinic himself or write to GP to ask them to do it? I've seen a child in the past few months who came from a private provider with a very clear referral letter. Their condition was life threatening though.

If benign did the private provider stress there was any urgency in treatment necessitating going privately? Most lumps and bumps wait around as they pose no risk other than cosmetic.

Original poster

Worriemummy · 07/08/2025 00:21

BeaTwix · 06/08/2025 20:27

What kind of tumour? Cancer(malignant) or something benign that could wait?

If former why did plastic surgeon not refer you from his NHS clinic into the two week wait (cancer) NHS clinic himself or write to GP to ask them to do it? I've seen a child in the past few months who came from a private provider with a very clear referral letter. Their condition was life threatening though.

If benign did the private provider stress there was any urgency in treatment necessitating going privately? Most lumps and bumps wait around as they pose no risk other than cosmetic.

We’re waiting for the biopsy results at the moment.

he did write us a referral letter for his clinic for the GP and emailed it over to them. Unfortunately they said they would need to see us in person before physically referring us (and we were still unable to get an appointment).

the urgency on our part was that this lump was growing by the day and had already obscured part of her vision so we just wanted to get it out before it got worse.

OP posts:

Kirbert2 · 07/08/2025 00:31

Worriemummy · 07/08/2025 00:21

We’re waiting for the biopsy results at the moment.

he did write us a referral letter for his clinic for the GP and emailed it over to them. Unfortunately they said they would need to see us in person before physically referring us (and we were still unable to get an appointment).

the urgency on our part was that this lump was growing by the day and had already obscured part of her vision so we just wanted to get it out before it got worse.

Show quote history

I hope the results are back very soon and it is positive news. Big hugs xx

RigIt · 07/08/2025 02:52

That is appalling OP. Not just that you were unable to get an appointment but that you were told you were impatient and had health anxiety. Who said this to you? How dare they. I am fuming on your behalf!

I would definitely make a complaint to your practice manager, but if you are not happy with their response this is how you can escalate it (which I would be doing in full).

https://www.ombudsman.org.uk/sites/default/files/How_to_raise_concerns_about_a_general_practice_0.pdf

I would also be contacting my MP regardless of how the practice respond as the government are ultimately responsible for the delivery of healthcare services.

I really hope the biopsy results are good news. 💐