Upset about GP failure- what to do?

[8thplace]

I really dont know what to do about this, and would like some advice or perspective. I feel really let down by GP and Practice.

I contacted my GP via e consult Early December 2020 with a new health problem ( altered bowel habits) and was called in to face to face appt 2 days later. Bloods and poo sample arranged, abdo exam and history taken. As I have a strong FH of bowel cancer and am over 50 GP said he was referring me for Gastic OPA/ likely colonoscopy.

After tests were done I phoned surgery mid January 2021 to check results ok as not heard anything. Receptionist said all ok. I asked if referral had gone as I had heard nothing. After a long pause while she checked my notes and said she could see the GP had written he was going to refer me in my notes but didn't think this had actually been done, she would highlight this to GP the following day to actions.

I phoned surgery 10 days later to order a prescription and asked receptionist again to pls check that referral had been sent off and she confirmed it had and I would hear directly from hospital in due course.

Its now the end of March and Ive heard nothing. Waiting daily for a letter or phone call. Not wanting to be a pain but very worried as problem continues- not getting worse but not resolving either. Covid situation and long backlogs of patients let me keep finding reasons to rationalise why Id not heard anything.

I saw a FB health advert on Monday- " got a problem- get it checked " type thing , which really resonated with me and prompted me to find out the outpatients referral centre number and give them a call to ask how long I would be waiting. they told me they had not received a referral for me and to contact GP again.

I phoned GPS, asked if the referral had gone... long pause after checking notes again and told GP would phone me the next day. The receptionist eventually told me that there was not a referral letter in my notes but they needed to confirm with GP tomorrow as " he may of done it in another way" .

Next day waited all morning with phone next to me for GP call. At 2.30pm as not been contacted I phoned receptionist and was told GP had tried to call me that morning---- Rubbish, no missed calls or messages and I hadnt left my phones side. All the receptionist would tell me is the referal was going off today and was with the admin for typing right now. I pushed to know if it was marked urgent and was told it would be marked urgent and I could phone the hospital in a few days to find our when appt is. No apology or explanation or kind word offered.

So I still have my altered bowel habits, my strong FH of CA bowel and still waiting for an OPAS or colonoscopy . My symptoms started Sept ish 2020 and I consulted GP 7th Dec 2020.

I feel like a fool for trusting the GP . Its a series of errors on the whole practice . This should have been sorted out much earlier. I hope I havent got cancer and its been left this long. What shall I do? I live in a small rural area with limited GPS and few options to change practices.

I feel so let down.

That sounds terrible. I would call and ask to speak to the practice manager and outline what has happened. Ask for their e mail address and e mail your complaint. Follow up with a written letter just to be sure it remains on file.

I would email the practice manager with your complaint - put dates and details as above.

That is not acceptable. I would complain and call every day.

I'd def email a time log to the practice manager - what if you'd not been proactive about this ?

I would call and speak to practice manager and also put it in writing to the practice manager. Keep calling everyday until they sort it. Do not feel like you are mivering them - they should have done their job!

I'm sorry OP. No practical info as I'm in the same boat myself pretty much (well, colonoscopy cancelled in Jan 'due to the situation' and no info since), just a handhold.

Unless perhaps you could afford a private phone appt with a gastroenterologist, who could then refer you for an NHS colonoscopy?

Really hope all works out well for you

Oh and you can also write a polite but firm letter to the surgery detailing this and your symptoms, and what you would like to happen next. I resorted to this and it did get results.

Phone for a GP consultation and ask for a 2 week wait referral. You have enough indications for one. The referral is usually electronic, so no typing up as such, and wil be seen by gastro or colorectal team in next two weeks.

Thank you for all replies, I'm composing a letter to Practice Manager and will send today.

I find it really hard to complain, but I do think they have treated me poorly, I will also phone later today to check the blooming referral has finally gone.

All of this makes me feel so useless and a bit pathetic, as I am a HCP and expect better from the NHS and wouldn,t tolerate this for any of my patients . ..... At least an apology would be nice.

@valadon68 Sorry you are going through this too. Maybe its time for you to chase up too . Its rubbish having to make a fuss, but I certainly cant leave this any longer.

Thanks, OP. We're thinking of you and cheering you on, so don't give a second thought as to whether or not you should be 'bothering' them!
(And yes, I should take my own advice! I can't help feeling let down by the NHS in some ways - my GP seems to think that people in their 20s don't get bowel cancer, had to beg for my referral...)
As an aside, it's surely a good sign that your tests came back ok - hope you can hold on to that for some reassurance. I read a Graun article about how many women have had their periods messed up by the stress of this year, so who knows what's happening elsewhere in the body.

A couple of years ago, I had similar treatment from my GP. I then transferred the whole family to a new GP. It's one of the best things
I have ever done. The transfer was very quick (days) and easy and the new GP is wonderful.