Can’t get a GP appointment. Frustrating

[number90]

I know that the NHS is really struggling, but what are you supposed to do in this kind of situation?

I've been trying to book an appointment with my GP for almost 2 weeks now. I need to get some blood tests done because I might have an underactive thyroid or diabetes (the symptoms are similar). I've also got this lump on the side of my neck that's been there for 3 weeks, which makes me think it could be a thyroid problem (my mum and grandmother both had underactive thyroids too).

I've been calling every day (starting at 8:30) and usually end up on hold for 30-40 minutes, only to be told they're at full capacity and to try again tomorrow. I mentioned the lump to the receptionist, but she said it’s not urgent. Okay, but when does it actually become urgent?

I doubt that complaining will change anything (not that I want to anyway), and I'm not sure if other GPs are any better. I've even looked into private tests, but the thyroid test alone costs £90 😔

The lump needs to be flagged more clearly - don't just mention it in passing, say specifically "I have a lump on my neck that has been there for three weeks and I am worried about it." Receptionists aren't medically trained and "not urgent" from them doesn't really mean anything, but if you use those words it should trigger a different response.
If you get nowhere again tomorrow, go to the surgery in person. It sounds daft but it genuinely works better than the phone queue a lot of the time - harder to fob someone off when they're standing in front of you.
You can also submit an eConsult through the surgery website if they have one (most do now) - describe the lump, the family history, the symptoms, all of it in writing. It creates a record and they have to respond within a certain timeframe.
If it gets to next week and you're still stuck, 111 is worth a call - explain the lump specifically and the family history, and they can sometimes get you seen or at least advise whether to go to a walk-in.
Three weeks is long enough that you're right to push. Don't let them keep kicking it down the road.

OP has said they aren't in England

Like your surgery OP, mine doesn't offer appointments in advance unless you are a repeat visitor (to see the diabetic nurse for example).

It's annoying they don't use e-consult though. At my surgery they would triage based on that, and although I rarely see a GP, I probably would get an appointment to have the bloods done by the practice nurses at least.

I wonder if you're at the same one as me. There WAS an econsult, but now every time you try it, it's full. Even 8am Monday morning. Someone in our local fb said it'd changed to a different online system.

But it is shit. No GPs or dentists in my part of n Wales. No jobs for teenagers. This is all reminding me why, as a teenager, I said I was going to run far, far away from Wales! Hey ho.

So the phone queues at 08:30am are for an urgent on-the-day appointment.
If you phone in the afternoon you can usually book non-urgent appointments (if there are any) Or a GP phone call appointment. Or you could complete an e-consult ? (If your practice is doing these)
if no success then book in to see the practice nurse.
Failing all of that write a letter or email to the practice manager. They have to respond to complaints in writing.

edited to add -sorry I’ve just seen you’ve said there’s no bookable in advance appointments. very frustrating.
when next you speak to a receptionist I would cry. Say that you have a new neck lump and you’re worried it could be something sinister. And that you cannot keep phoning every morning.
if no appointment materialises email /letter the practice manager

NHS Wales

Noticed your update to say you're in Wales. Link above should link to complaints process.

I'm in Scotland and I'm fortunate my GP has a range of appointments offered: same day/urgent, routine, evening, clinics for different conditions and in certain circumstances they also do house calls if the patient is too ill or frail to attend the surgery.

I recently phoned at 5pm on a Friday and got a 4pm appointment for the Monday. I do use pharmacy first for minor ailments but needed a GP on that occasion. Like most practices there is guidance on the website and in the surgery for which service to access e.g. dentist, optician, pharmacist but GPs are available when needed.

I hope you get seen soon by your GP or 111 can assist with an OOH GP service.

I understand OP is in Wales, but for those of you saying you are in England & there is no ONLINE triage system then you need to be informing your local ICB (Intergrated Care Board).

It has been part of the terms of the NHS GP contract since 1st October 2025 that all practices in England must have one. This doesn’t mean you will be able to book online though. Triage can mean asking a question & getting a response from a clinician or it can be AI based, so no human being sees what you put, but you do at least get to book an appointment (based on what the AI bot thinks you want).

111 only ever have access to a very small number of appointments at GP surgeries - 4 a day in the huge practice I used to work at and these are “referrals” not appointments. The practice do have to contact you on the day stated but they don’t have to give a same day face to face appointment.

I work in primary care & am pretty good at navigating these issues but even I really struggle to get a GP appointment now. The practice I’m registered at have gone with a system where you fill in an online form & they call you to discuss on a random day at a random time - usually when I’m at work. If you miss the call you need to start again.

Hopefully they roll this out to you soon, as I know the exact situation you’re talking about and it’s so frustrating. Ours recently introduced the new online booking and e-consult system which is a massive improvement. I hope you get this sorted soon, OP. Definitely keep pushing them about it (I know you shouldn’t have to) about the lump, because the receptionist is not qualified to determine if that’s urgent or not.

Our GP practice does not have e-consult; so it can't be something they have to offer. No online booking either. We are in NW England. For urgent appointments you can call at am, but no guarantee you will be seen the same day. We can make non urgent appointments by phone or at the practice, but it could be several weeks away.

As above - don’t focus on the blood tests. Say you have a new neck lump that needs reviewing. Alternatively you could write them a letter!

I mentioned the lump to the receptionist, but she said it’s not urgent. Okay, but when does it actually become urgent?

Yep... and of course, when it's urgent, you are meant to go to A&E.

So what are GP's actually for these days?

That's really crap,I thought all surgeries had gone over to e consult now as it works really well. Before ours changed we used to turn up at the surgery in person first thing.

My surgery allow you to go in at 8am and queue up for an appointment if you cannot phone. It's usually quiet as people sit and phone not realising you can do this

Would yours allow you to do this and skip the phone queue?

If I want an emergency appointment I get down to the surgery just after 08:00. By 08:30 the queue is round the side of the building.

It really sucks, and I have occasionally been in tears/pain while waiting but it does work.

I do wonder about those who aren't able to get there though.

This makes for depressing reading. The system isn’t working people shouldn’t be desperate and suffering like this - makes me think we should move to a private insurance based system like in Australia. It works for them and as much as I love the NHS its time to accept it’s over.

with my surgery I find ringing on different days at different times helps. I never usually ring at 8:30 in the morning. It only offers online appointments for smears and vaccinations, never normal appointments, and it doesn't do the E consult either. This is in England.

This infuriates me. Receptionists should not be deciding whether a breast lump is worthy of investigation. We are told that if we discover a lump we should get it checked, then the receptionist says no! Shocking.

May be wrong, but I thought the lump on the neck was over active, not underactive thyroid.
Not an expert so don't take it from me.

I don't normally bother with the GP now. I go straight for out of hours which is excellent.

Sorry I think I misunderstood the location of the lump. I still think any unusual or new lumps should be assessed by a doctor not a receptionist.

Oir GPS are equally poor. I had an abcess and was diagnosed over the three times. My husband has to have weekly blood tests- they have no availability so has to go to the hospital for them. He's over due an asthma check- He's been told to check his own asthma/peek flow/blood pressure and email it in. I don't know what you have to do to be seen!

The state of the NHS is just shocking at the moment.

OP - I would visit the GP surgery in person, tell them you have not been able to get through on the phone for an appointment and if they decline to help then politely demand to see the practice manager. Don’t leave the surgery until you have an appointment, or someone has seen you. Take care.

Id change GPs. Mine you phone and tell receptionist broefly what it is. I then get a telephone consult. For bloods I was sent a link to book at the local clinic and told to collect the relevant fornm before going to the appointment. Also we call after 10.30 for routine non urgent and expect a few days hence for appointment

What symptoms do you have in addition to the lump? Do any of your symptoms warrant a more urgent appt?
I would contact the practice manager and list all your symptoms both mental and physical and explain your difficulty getting an appointment with your GP.
Ask what their waiting times are for non urgent appt .

Try 111. They will assess you and have access to GPs calendars. I did this and got a same day appointment.
Failing that, complain to practise manager

Could you try econsult? They should call you back then