Doctor's Surgery

Pennywise

So I don't miss too much working time, I always ask for an early morning appointment with our practice nurse. You have to book months in advance to get the early morning slot of 8.30. Anyway, I arrive there ten minutes early. All the slots between 8.30 and 9.00 are crossed through. Receptionist says that the nurse doesn't start until 9.00 anymore on a Monday and that they didn't phone because they're "too busy" - she offers me another appointment of mid-afternoon - I say I want an early appointment due to work - she says it will be another few weeks until the next early morning slot is available! She suggests I wait and the nurse will "fit me in". Another 3 or 4 people arrive and are told the same thing. Then, of course, the 9.00 and subsequent appointments arrive. Come 9.00, no sign of the nurse. 9.15 and she strolls in without a care in the world. 9.30 and she shouts her first appointment - the 9.00 lady. By this time, I'm going ballistic. Receptionist says that the 9.00 and subsequent bookings should go in on time because their appointments weren't cancelled - we have to wait for the gaps between. No b***** way I say. The doctor walked in and I gave him a real piece of my mind, now joined by the other "earlies" - after we all caused a fuss, guess what? The nurse sees us all in order of our original appointment times. They couldn't run a raffle yet alone a surgery. It's really time to stand up to these mini Hitler's running doctor's surgeries. They need to remember that they are there to serve their patients and not treat the patients as an inconvenience. It's about time we were allowed to "opt out" of the NHS, get a tax and NIC reduction and be able to make our own arrangements. What's the point in the surgery spending thousands on a new telephone system if they're too lazy to use it to cancel appointments!

Bennifred

That's just incredible :mad: - letter to the Practice Manager? And I agree with you about having the option to "opt out" - can't see it ever happening though.

Bossyboots

I agree a complaint to the practice manager would seem in order.

However, I would be worried (in fact am, as there is something I wanted to complain about) that I would be pointed out as that one who complained and that the doctor might be funny with me.

Pennywise

Bossyboots wrote:

I agree a complaint to the practice manager would seem in order.

However, I would be worried (in fact am, as there is something I wanted to complain about) that I would be pointed out as that one who complained and that the doctor might be funny with me.

The doctor was the one that we complained to at the time - walked in just at the wrong time (for him). The practice manager was stood by the receptionist backing her up, so no point complaining to her. It was the doctor that made them see sense. As for the doctor being funny with me, I couldn't care less what he thinks - I already think he is a complete waste of space, after several obvious mis-diagnoses of potentially serious conditions - he's just counting the weeks to retirement - and so am I - counting the weeks to his retirement!

Bennifred

What you have to remember is that it is we who pay these people's salaries, so don't be intimidated!
The letter of complaint doesn't have to be unpleasant - just point out that firstly it was discourteous of the Practice not to inform those already booked in about the changes, and secondly it was unprofessional of the nurse not to start on time. (Does she think her time is more valuable than yours??) Oh, and also that given the first two things did happen, how things were handled after that was inadequate to say the least! You could say how surprised you were given their usual high standards, or something to that effect!

It's always a good idea to put these things in writing - not so easy for them to sweep it under the carpet. How about a copy to the PCT - and tell the Practice you've done that!

Stonk

Pennywise wrote:

It's about time we were allowed to "opt out" of the NHS, get a tax and NIC reduction and be able to make our own arrangements.

I'm glad I'm not the only one who thinks this! Based on what I've been able to find out about how much of our direct taxes go on the NHS, for me certainly, it would be far far cheaper to buy comprehensive insurance for private medical treatment.

Bossyboots

I am considering contacting the PCT as if I read it correctly, they will follow up an issue without giving your name in the first instance. My quibble is that a referral for physiotherapy which I was told on the 1st August would be made did not leave the surgery for the hospital until two weeks later, even thought the doctor did it on the 4th.. Not only that but they lied about it when challenged. I now have another referral being done and I really want to know if it has gone but I couldn't see from my medical records when I was there today. The doctor was clearly surprised when I challenged her last time and from what I could gather it did not go until it had been scanned into the computer. When I spoke to the local hospital they said our surgery is notorious in the department for sending bulk referrals, many dated some time before.

All I want is for them to send their referrals out in a timely fashion. This new referral is an urgent one. Its a bit stupid therefore if I have to wait an additional two weeks before they even send the letter off.

I too would rather use my NIC for private healthcare.

sal

OK, I admit it, I've been on the other side! Before you knock me down in flames - I agree that you were unfairly treated at your surgery. It was outrageous not to contact you before your appointment and to expect you to wait around for a 'gap' - they don't happen.

I've been a practice nurse and seen the grief that the receptionists get from all sides, the patients, the practice manager, nurses and the doctors all helping to send their heads in a spin, so spare a thought before you lay any blame to the person behind the counter, it may have been nothing to do with them at all, they were just the bearer of bad news!

A letter to the Practice Manager is very much in order, all complaints and their outcome have to be recorded and audited by the PCT, so you should get a suitable reply.

As for using your NIC for private care, think it through, would you really expect to go private when you or your children are injured or need horrendously expensive treatment? Most of us could never dream of affording that kind of cover.

sal

Iona_Penny

I do agree that it was a very unprofessional way to treat the patients who had booked and inexcusable not to let you know.

However, it must be a nightmare with everyone wanting the early appointments so as to go before work. If this is an issue relating to your health then you should be able to have reasonable time off work for this; perhaps if you booked at a different time of day and left work early for example? Can you leave work and return? ask if there is a good time to book appointments when the session is more likely to run on time?

If we want a service that runs at all hours of the day like large supermarkets, then the money will have to be found, and the staff to provide the service.

I think you should write and voice your complaint about today, but then think about how you use what is currently available.

Nikki

Op - sounds just like my doctors surgery!! One surgery in our area operates a 1st come 1st served system using numbered tickets. Most people like it as it saves a battle with the receptionist.

RichyRich

AT least you can make an appointment at your surgery.

If my gf wants to see the doc, she needs to ring up ON THAT DAY to see him. Ring after 9 and you've no chance.

Mine, however, sounds like yours :P

R