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Share your dilemmas and get honest opinions from other Mumsnetters.

To just not know how to access the NHS

152 replies

SEmyarse · 23/02/2026 17:21

I've not tried very often tbf, is there something I'm missing?

I started feeling unwell 4 weeks ago, just a standard cold. So I let it work through, but at the end was left with a nasty cough and completely blocked ears. Tried some home remedies, which didn't work, and then 2 weeks ago started feeling fluey, shivery achey etc. And my ears started leaking muck.

So clearly something infected, prob need antibiotics. I went to the chemist, who gave me a full list of questions, and then said they couldn't look at ear infections unless I was under 17. At the age of 49, I reckon she could have informed me of this before asking all the questions.

She advised me to go to the GP (next door) and ask for an urgent appointment. I knew it was going to be too late in the day for that, but went in to ask. They confirmed that I couldn't have an appointment, but looking at me thought I should be seen by out of hours, which I should phone after 6.15.

I phoned as requested, and after a triage I was told the Dr would phone back within 2 hours. They said it was likely I'd have to go to a location 30 miles away, which DH would have to take me to because although I drive ,I'm only insured on the work van for work purposes (yes this is ludicrous, but I've been quoted 4k minimum on the family car because I once ASKED whether I could do some deliveries in the car, and they decided to cancel my insurance!)

So we sat up till midnight waiting for the call, both of us had work in the morning so gave up then. I eventually got a call at 4.30 am, which of course I missed. So the following morning, I actually felt a little better, but the pain and itching in my ears was extreme. I attempted to phone the GP, the recorded message informed me I could hold, or make an appointment in person. The surgery is roughly on the way to work, so that seemed the better option. I went in, to be told that no I couldn't make an appointment in person, I should go and phone. I tried to phone from outside, where it said I was number 45 in the queue, but they could call me back.

They inevitably called me back when I was driving, and when I phoned again all appointments were gone. The following day I tried again. Work can in theory be a little flexible, they don't mind me picking up the parcels an hour late, but of course if I do so I need to work late. And of course the later I start, the further from my home town I'm likely to be at a time I might be offered an appointment. I've never had a day sick, and I accept it'll have to happen sometime, but I really can't afford to take a day off just to attempt to make an appointment, costing a day's wages and risking my job (self employed gig economy, they just give your round away). Again I missed the call back while driving.

So I googled the antibiotic ear drops I'd had a few years ago. I was surprised that I could buy them and pay 24 hour delivery. I purchased them, and nothing turned up. So I rang the chemist, who said there was a hold on my order because of a tech issue which hadn't confirmed my email. She sorted it out on the phone, and sent me an email so I could confirm details. It didn't arrive again. I phoned again to be told there was a note on my file that they were out of stock, would I accept a different brand? Yes, of course I will, why haven't you emailed/texted/called? What use is a note on a file I can't see?? I receive the eardrops 4 days late, my ears are agony...

The eardrops work a treat, after a week all itching/pain/discharge has gone. But I still can't hear, and there's quite a bit of swelling in my neck and jaw which is uncomfortable. I still think I should see a doctor. This should be easier now because it's not urgent? I can just book an advance appointment I can get to? No apparently not, I've got to do the 8.30 call back thing, and hope that a) they don't phone when I'm driving and b) they can offer a late enough appointment that I won't be miles away and can get to it.

I just don't understand how I'm supposed to make this work.

OP posts:
AppropriateAdult · 23/02/2026 21:41

I agree you need an urgent appointment to investigate your acute hearing loss, OP - please prioritise this as if you were still feeling very unwell.

But also, if you drive for a living you need to have some sort of hands-free system so you can take calls on the road. Would Bluetooth headphones/earbuds work?

mumof5five · 23/02/2026 22:02

Your GP are contractually required to offer you an appointment within 2 weeks. And they ARE NOT allowed to ask you to call back at 8:30am. I am a practice manager.

RhaenysRocks · 23/02/2026 22:07

I think what is clear is that no two surgeries run the same way and as with many things, simply do not gel with the reality of modern life. I'm a teacher. I cannot sit on a phone queue at 8.30. I cannot pick up my phone at whatever random time they decide to call me. I cannot take a day off, incurring cover for my colleagues when I'm not actually ill, but have a potential concern to discuss. They wonder why people are clogging up A&E..this is why.

cestlavielife · 23/02/2026 22:09

Change to a surgery which has e consult.
It works fantastic

Tryagain26 · 23/02/2026 22:13

Have you got the NHS app?
Everyone should be able to access their GP through that. Each time I've done it I've been given an appointment the same day. Once I had to go to a hub but it was only a mile away.
Failing that have you got a walk in centre near by. If so and you are willing to wait you will be seen eventually

whatsgoingoninmybrain · 23/02/2026 22:17

YANBU. The system is broken.

my dad and I have often presented with the same issue. My favourite is both of us have a lingering knee injury.

we have both presented at the same doctors with a very similar set of symptoms. Pain, inability to sleep due to the pain, pain impacting mood etc.

he got a face to face appointment with the practice physio that day, pain relief and sleeping tablets prescribed and the offer of an urgent orthopaedic referral.

I got sent away and told to go private for physio.

Talkingfrog · 23/02/2026 22:19

Not sure where in the country you are, or if the the pharmacist that you saw can prescribe.

In Wales a prescribing pharmacist can treat ear infections. I had an appointment with one today for exactly that.

I did note when looking online at boots /tesco that for England there was an age limit on treating ear infections, which seems odd to me.

I decided to wait and see the local independent chemist instead of boots/tesco.

Can you email the surgery to explain and ask how you are supposed to get an appointment. I have done that once before - when the GP said I needed one to discuss results, but whenever I called I was told there were no bookings for 2 weeks time. They added me to the list for a telephone appointment instead. ( I think you need face to face though, so they can check inside your ears etc).

Elephantsarenottheonlyfruit · 23/02/2026 22:21

Have you considered a private GP consultation? You would be able to fit it around your work then and be able to discuss as many issues as you’d like to pay for time for.

whatsgoingoninmybrain · 23/02/2026 22:24

Elephantsarenottheonlyfruit · 23/02/2026 22:21

Have you considered a private GP consultation? You would be able to fit it around your work then and be able to discuss as many issues as you’d like to pay for time for.

How crazy that we pay the highest tax burden since the war, but have to pay extra out of what little disposable income we have, to actually get healthcare

Judystilldreamsofhorses · 23/02/2026 22:38

We’re exactly the same re accessing a GP - our surgery has no e-consult and we’re in Scotland so there is no app. It’s fastest finger first at 8, rinse and repeat for weeks or until you’re dead. We had access to a private GP app thing through DP’s last job and it was great for minor ailments. When I had a dodgy mole I saw the private GP who said I needed dermatology, but I still had to go through our surgery to get that as they wouldn’t accept his letter (the cover for me as an add-on didn’t allow me private dermatology, but it would gave for DP). It took six weeks to see a GP in the surgery, who said, yes, you need that looked at by dermatology, then six months to see dermatology. Fortunately it wasn’t cancerous in the end, but bloody hell!

I currently have an elderly relative in hospital in critical care as they were unable to get an appointment, eventually got a phone call which wasn’t much use as the doctor couldn’t see how unwell they were, and they were finally blue lighted to hospital over the weekend. At least they didn’t spend a day on a trolley in a corridor as they were sick enough to get admitted to a bed straight off, so there’s that.

NerdyBird · 23/02/2026 22:45

I had to switch surgeries to a bigger, more modern one in order to get appointments. The actual Dr and care was fine but it was still on the ‘call at 8’ same day appts system and it just wasn’t practical. Now I can fill in an econsult form for various things and it’s available from 6am till mid-ish afternoon. So much easier. I think getting your dh to make an appointment might be the quickest way to get seen for your ears and then practice manager to address the problem of a more routine appt for thyroid.
You could also look at changing surgery if there are others in your area.

NotAnotherScarf · 24/02/2026 05:55

Giraffemug30 · 23/02/2026 19:04

What has op to complain about?

She tried to use an energy ooh service, that's for people that can't wait until the morning so it's going to be at all hours, she then didn't asnwer the callback from her gP on multiple occasions

Op you need to call at 8am or whatever time the GP opens and wait in the queue like everyone else does.

If you want a routine then call outside of the 8am rush and ask for a routine appointment, or most GPS have a non urgent econsult you can fill out. You haven't actually asked for a routine appointment yet

Because the call came at 4.30am. because she's been unable to make an appointment for weeks....

EleanorReally · 24/02/2026 06:01

do they have an admin request?
i do that online

CactusSwoonedEnding · 24/02/2026 07:06

I didn't know there were still GP surgeries that use in-person or telephone booking which are notoriously terrible. I think most practices have switched to using an online firm booking system so look around your home area and find out if there's a different GP practice nearby that has this technology. If I'd had your issue I would have been able to complete an online form detailing my symptoms and the self-care steps that hadn't worked, and would also have been able to explain that taking a phonecall at an unplanned time would be difficult so would prefer a reply by email or text. The triage doctor would then text me an appointment time.

Half of your frustrating experiences are nothing to do with the NHS - everything you relate about the issues getting the ear drops after having given up on the NHS are problems with the profit-making private businesses you decided to deal with instead.

Lostearrings · 24/02/2026 07:13

You might have to take a day’s sick leave to arrange and then attend a same day appt. Depending on your employment arrangement and what that would actually cost you, you could arrange an appt with a private GP either online or in person. The one near us is “only” £50 which is less than most people would lose by missing a day’s pay so does work out.

SEmyarse · 24/02/2026 07:17

CactusSwoonedEnding · 24/02/2026 07:06

I didn't know there were still GP surgeries that use in-person or telephone booking which are notoriously terrible. I think most practices have switched to using an online firm booking system so look around your home area and find out if there's a different GP practice nearby that has this technology. If I'd had your issue I would have been able to complete an online form detailing my symptoms and the self-care steps that hadn't worked, and would also have been able to explain that taking a phonecall at an unplanned time would be difficult so would prefer a reply by email or text. The triage doctor would then text me an appointment time.

Half of your frustrating experiences are nothing to do with the NHS - everything you relate about the issues getting the ear drops after having given up on the NHS are problems with the profit-making private businesses you decided to deal with instead.

I am a bit confused about the online pharmacy. The website says 'providing services for the NHS', so I'm unclear whether it's private or not. If pharmacies aren't allowed to do adult ear prescriptions, how come this online one can? They got me out of a hole, but it was very frustrating that there were further levels of cock-up involved.
I forgot to include the bizarre questions too.
Q1 How long have you had symptoms - a)just started, b)less than a week, c)longer
I chose b
Next question - Have you have your symptoms a)continuously all year or b)intermittent every few months.
How does that make sense? I ticked a, which blatantly makes no sense with my previous answer, but somehow cleared me to have the prescription only product that I couldn't get from another pharmacy.

OP posts:
SEmyarse · 24/02/2026 07:20

Lostearrings · 24/02/2026 07:13

You might have to take a day’s sick leave to arrange and then attend a same day appt. Depending on your employment arrangement and what that would actually cost you, you could arrange an appt with a private GP either online or in person. The one near us is “only” £50 which is less than most people would lose by missing a day’s pay so does work out.

I am tempted by this BUT what if I need to be referred for tests or whatever? Would I have to start again with the GP? Or pay crazy costs for specialists?

I did pay privately for physio a few years ago. Do I just need to accept that the service that I pay taxes for, that's supposed to be free for everyone, is actually only really accessible by some, mainly people who don't work?

OP posts:
DistractMe · 24/02/2026 07:31

That sounds awful OP, surely the surgery can come up with a better procedure.

We are so fortunate with our surgery. I've had two go's at booking appointments lately, one for my extremely elderly Mum with a chest infection and one very minor thing for me. For both I filled in the surgery's online triage form during surgery hours and received what I felt was the appropriate response. Both times someone phoned within the hour, arranging a same day GP home visit for Mum (she was there by lunchtime) and a routine appointment with a nurse practitioner a couple of weeks later for me.

I think Mum's experience would have been different if I'd tried to arrange something out of hours though.

Tel12 · 24/02/2026 07:32

Agree this is awful but surely the answer is to take time off work and get a GP appointment. I know you'll lose money but you're obviously unwell and sooner or later you will be too ill to work. No one's indispensable.

abracadabra1980 · 24/02/2026 07:38

Mrsm010918 · 23/02/2026 17:58

Surely you just need to call and wait in the queue rather than asking for a call back? That seems the most likely way to get an appointment in your situation

What an unhelpful, ignorant piece of advice. Presumably you can afford to go privately and/or have flexible working hours. Just go away. I have every sympathy OP-hope you get sorted.

Flamingojune · 24/02/2026 07:38

SEmyarse · 23/02/2026 19:37

I sort of knew that. Was intending to make the appointment on the premise of being generally run down and exhausted, hence struggling with recent virus, and suspecting that it may have an underlying cause relating to the thyroid.

I'm aware I'm being a bit pushy, but tbh previous issues have all been pushed into the background because I knew it'd be a nightmare getting time off work. I've not had a day off in 24 years, I'm never properly ill. I am however persistently drained , and have some odd symptoms that I'd like to discuss.

It's very annoying that I pay tax for a service that I can't use, but have many friends on benefits who use it for minor issues all the time.

You mean the friends on benefits have the luxury of time?

Ooihuko · 24/02/2026 07:39

SEmyarse · 23/02/2026 17:21

I've not tried very often tbf, is there something I'm missing?

I started feeling unwell 4 weeks ago, just a standard cold. So I let it work through, but at the end was left with a nasty cough and completely blocked ears. Tried some home remedies, which didn't work, and then 2 weeks ago started feeling fluey, shivery achey etc. And my ears started leaking muck.

So clearly something infected, prob need antibiotics. I went to the chemist, who gave me a full list of questions, and then said they couldn't look at ear infections unless I was under 17. At the age of 49, I reckon she could have informed me of this before asking all the questions.

She advised me to go to the GP (next door) and ask for an urgent appointment. I knew it was going to be too late in the day for that, but went in to ask. They confirmed that I couldn't have an appointment, but looking at me thought I should be seen by out of hours, which I should phone after 6.15.

I phoned as requested, and after a triage I was told the Dr would phone back within 2 hours. They said it was likely I'd have to go to a location 30 miles away, which DH would have to take me to because although I drive ,I'm only insured on the work van for work purposes (yes this is ludicrous, but I've been quoted 4k minimum on the family car because I once ASKED whether I could do some deliveries in the car, and they decided to cancel my insurance!)

So we sat up till midnight waiting for the call, both of us had work in the morning so gave up then. I eventually got a call at 4.30 am, which of course I missed. So the following morning, I actually felt a little better, but the pain and itching in my ears was extreme. I attempted to phone the GP, the recorded message informed me I could hold, or make an appointment in person. The surgery is roughly on the way to work, so that seemed the better option. I went in, to be told that no I couldn't make an appointment in person, I should go and phone. I tried to phone from outside, where it said I was number 45 in the queue, but they could call me back.

They inevitably called me back when I was driving, and when I phoned again all appointments were gone. The following day I tried again. Work can in theory be a little flexible, they don't mind me picking up the parcels an hour late, but of course if I do so I need to work late. And of course the later I start, the further from my home town I'm likely to be at a time I might be offered an appointment. I've never had a day sick, and I accept it'll have to happen sometime, but I really can't afford to take a day off just to attempt to make an appointment, costing a day's wages and risking my job (self employed gig economy, they just give your round away). Again I missed the call back while driving.

So I googled the antibiotic ear drops I'd had a few years ago. I was surprised that I could buy them and pay 24 hour delivery. I purchased them, and nothing turned up. So I rang the chemist, who said there was a hold on my order because of a tech issue which hadn't confirmed my email. She sorted it out on the phone, and sent me an email so I could confirm details. It didn't arrive again. I phoned again to be told there was a note on my file that they were out of stock, would I accept a different brand? Yes, of course I will, why haven't you emailed/texted/called? What use is a note on a file I can't see?? I receive the eardrops 4 days late, my ears are agony...

The eardrops work a treat, after a week all itching/pain/discharge has gone. But I still can't hear, and there's quite a bit of swelling in my neck and jaw which is uncomfortable. I still think I should see a doctor. This should be easier now because it's not urgent? I can just book an advance appointment I can get to? No apparently not, I've got to do the 8.30 call back thing, and hope that a) they don't phone when I'm driving and b) they can offer a late enough appointment that I won't be miles away and can get to it.

I just don't understand how I'm supposed to make this work.

Well enough to go to work though? I wouldn't see the doctor about this

Flamingojune · 24/02/2026 07:40

abracadabra1980 · 24/02/2026 07:38

What an unhelpful, ignorant piece of advice. Presumably you can afford to go privately and/or have flexible working hours. Just go away. I have every sympathy OP-hope you get sorted.

But surely one can go about ones day and still wait in a phone queue?

Ooihuko · 24/02/2026 07:48

SEmyarse · 24/02/2026 07:20

I am tempted by this BUT what if I need to be referred for tests or whatever? Would I have to start again with the GP? Or pay crazy costs for specialists?

I did pay privately for physio a few years ago. Do I just need to accept that the service that I pay taxes for, that's supposed to be free for everyone, is actually only really accessible by some, mainly people who don't work?

You definitely need better but I want to push back on your comments about people on benefits who don't work. I want to push back on the idea you are entitled BECAUSE you pay.

Are you in the top 50% of earners?

If not, your taxes might not cover your nhs use later in life if you are not in the top 50% of earners. So whilst you might complain about those in benefits, you will also likely receive benefits over the course of your life, especially if you end up with something horrible like cancer.

Responding to you constantly complaining about tax and those on benefits, as if we switched to an insurance system and you are not a high earner you would probably be in a worse situation

The NHS while flawed might be the thing that saves your life when you have something that actually stops you working or living. Be careful what you wish for.

SEmyarse · 24/02/2026 07:50

Flamingojune · 24/02/2026 07:38

You mean the friends on benefits have the luxury of time?

Yes, I guess so.

Unintendedly, it seems that people who are paying for the system are disproportionately less likely to be able to use it.

OP posts: