So angry with my GP surgery

Bossyboots

Well I have now found out why I have had to wait for physio I need following a car accident and I am so angry.

I saw my GP on the 1st August and she said she would refer for physio. When I telephoned my GP on Friday 12th August, she said she had done the referral on the 4th August. I had to speak direct to her as the referral had not been scanned in by that time so the reception staff did not know when it went.

I rang the hospital today to check the waiting list to give me more weight to pushing for the insurers of the other driver to pay. They claim not to have received the letter although she did say that my GPs surgery are notorious for sending their referrals en bloc, not on the day they are done.

I telephoned the GPs surgery only to be told that the letter did not go until the 14TH!!! I asked for an explanation but they could not give me one. I asked to speak to someone who could explain and I spoke to my GP who expressed surprise. She is going to redo the referral and fax it to try and slip me into the fast track system but I don't think that will happen now as it is too late. The referral must be less than six weeks post accident so by the time it is delivered and processed, that will have passed. She is adamant that it would have gone off swiftly but cannot tell me what day.

It was only when relaying this to my OH that the penny dropped. How did they scan in the referral between the 12th and 16th August if it had been sent out on or just after the 4th August? The receptionist confirmed it had been scanned on the 14th which was Sunday. I wish I had thought of this when I was on the 'phone. My GP suggested that I ring the hospital again tomorrow and if they still don't have it, she would re-do it. I pointed out to her that they are closed tomorrow afternoon and I cannot keep making calls from work, particularly as I cannot guarantee being able to do that in private. I realise now of course that the reason for suggesting I try tomorrow is that the letter has now gone off.

I am seeing my GP about my blood pressure on Monday (its not going to have dropped now is it?) and intend to raise this then. I am considering a complaint to the practice manager as, if the letter had gone off when it was done, I would have had two sessions of physio by now. I think it is entirely unreasonable to delay a patients treatment because they have not scanned something into the computer.

I have also had to push my solicitor, who now tells me that Diamond have instructed BUPA to contact me to arrange treatment. Unfortunately, thats not a lot of good to me because even if it is at their nearest participating hospital I can't do it.

I feel like having a good cry right now.

aliasojo

BB...I can't offer you advice (it's usually you that's giving advice to me! ) but I just wanted to sympathise.

It's frustrating when someone's incompetance/carelessness at work affects your life in such a way.

Keep your chin up. Btw had you thought of suing?

(Just kidding!)

trace-j

Hope this link on the NHS website can provide you with the information you need.I certainly wouldn't put up with it. Try and take it easy.

Bossyboots

Thanks to you both.

I have looked at the link and I think I might give PALS a ring for a chat and see if they agree the delay is inexcusable. I don't want to fall out with the surgery (at least not until I have made a final decision about whether to change practice) but in fact this is the second time there has been a huge delay in a referral being made. The first time was not so urgent as the waiting list was so long it probably did not make much difference. This time I feel my health has been compromised, possibly for saving the price of a postage stamp.

Poppycat

Sorry to hear of your problem. If it's any comfort I know how you feel.

Last year I lost confidence in my surgery. In 2003 I went to see a councillor connected with the GP. They referred me to the local hospital. After 6 months of waiting I was anxious as to why I hadn't heard from the hospital. When I rang them I was later told that they wrote to my GP referring me back to them. But prior to that when I rang my surgery up, I was told by the person to whom I originally saw over 6 months back that they haven't heard a thing either, but the hospital claim they wrote to my surgery.

Despite being still ill I lost faith in surgery and am reluctant to go else where as I been with that GP all my life which is quiet a long time now. Sorry to rant on. I only ring up to order medication for my asthma, and don't go back for check-ups particularly as I am now asthmatic because of stress.

Anyhow wish you well and I do hope you get sorted.

Bossyboots

I have now had a call from the hospital offering me an appointment for Wednesday next week so either they have now received the original letter or the fax did go through as promised. I will check up on that if I go. I am hoping the private physio I am supposed to be getting from the insurance company will offer me something sooner.

I will also see what my GP says on Monday when I ask her about it.