Doctor’s appointment.

Germanshepherdsmum

It seems these rules are set by individual practices, judging by what I read on GN. So basically nothing to do with the NHS or the government, rather what suits each practice, the way they choose to organise themselves. It wasn’t like this before covid so what’s changed? I understand that there are fewer full time GPs and greater demands but those factors don’t seem to add up to the big changes that I and others have experienced. I hesitate to criticise hard working GPs, but it almost seems that covid was the excuse they were waiting for. Sadly my husband had to write a letter to our surgery to obtain his long overdue, and thankfully clear, results.

I believe the agreements are between the NHS and the BMA.

Practises are now required to offer and promote this 'online consultation tool', along with a video consultation tool.

According to NHS England...

"These requirements are all subject to existing safeguards for vulnerable groups and third-party confidentiality. They are to be in place alongside, rather than as a replacement for, other access and communication methods, for example, telephone and face to face contact."

So yes, practises can set their own rules according to their needs and those of their patients. They only have to follow the basic guidelines.

Which of course results in a postcode lottery for patients.

You're right, it wasn't like this before Covid, but - the online consultation 'tool' was already being promoted in my surgery!

There are not enough doctors - that's a fact, and I know they work hard. My issue is the 'one-size-fits-all' aspect of this online 'tool' (as they keep calling it!). In principle, I can see that in this digital age, it makes sense to have such an online option, and I know that many people, judging by various reviews I've read, are very happy with it and found it really useful. But for some of us, it really is not the best option, and I'm sure that they realise for those without internet access and the very vulnerable, it can't be used. And that leaves only the telephone as a means of conveying your needs - which brings us back to the 0800 scramble. If I developed a problem in the afternoon and needed to speak to a GP - not necessarily that afternoon, but on a fairly urgent basis... I'd be told to call the following morning at 8am. When of course, there's no guarantee that any slots would be available.

I'm pleased to hear your husband's results were clear - but it must have been nerve-wracking waiting, and not knowing when you were going to get hold of them. How long would you have had to wait if he hadn't written a letter?

It seems these rules are set by individual practices, judging by what I read on GN. So basically nothing to do with the NHS or the government, rather what suits each practice, the way they choose to organise themselves. It wasn’t like this before covid so what’s changed? I understand that there are fewer full time GPs and greater demands but those factors don’t seem to add up to the big changes that I and others have experienced. I hesitate to criticise hard working GPs, but it almost seems that covid was the excuse they were waiting for. Sadly my husband had to write a letter to our surgery to obtain his long overdue, and thankfully clear, results.

Germanshepherdsmum

I know I’ve already said it - but however do people without internet access cope?
The other side of the coin is that I can’t send my surgery an email. It’s either join the queue on the phone, and perhaps be in front of someone who badly needs to speak to somebody, or send a letter. Ridiculous in the 21st century. I realise that all incoming mail probably needs to be monitored, but emails would go to an approved central point.

Hear, hear!

We once had email access. It was for those issues which were not deemed urgent by the patient, and which could wait between 2 - 5 days for a response.

Now that option has been removed.

You either join the 0800 scramble or fill in an e-consult form online. The form is not asynchronous (which would have been its only benefit), and has to be completed between the hours of 8-10 am, after which access is denied.

Also the form is lengthy and unnecessarily complicated - full of generalised categories, most if not all of which will not apply if you have a complex medical condition.

I am rebelling. I will not use the form, but rather a typed very short and concise note which is delivered to reception. I've done it twice so far. I don't know how long this might be tolerated.

econsult is fine if you have a sports injury, a suspected sprain or a simple one-off ailment, or a condition that can be codified in a few simple words. For anything more complex, it us useless. And I refuse to use it.

I know I’ve already said it - but however do people without internet access cope?
The other side of the coin is that I can’t send my surgery an email. It’s either join the queue on the phone, and perhaps be in front of someone who badly needs to speak to somebody, or send a letter. Ridiculous in the 21st century. I realise that all incoming mail probably needs to be monitored, but emails would go to an approved central point.

I think we should be able to use any method that suits us. I would rather use the internet for a not too urgent appointment than queue on the phone at 8 am.
Or phone if that is what people prefer. As long as you can get through.
Or make a follow up appointment in person if you are in the building.
It is not fair to verbally abuse the receptionist. They are just following the practice procedure. Have a go at the Practice Manager.
I decided that DH must be on a special list as he got excellent treatment by the practice, even a house call just before he died. And his preferred GP too. She also rang me the day after he died. I can’t imagine they do that for everyone.

I feel the NHS, as we know it, is gradually fading away. They work for us and yet we have to do everything for their convenience. Over the next few years I think complementary and alternative therapies will become more to the front. The U.S. seem to have 'Functional Medicine' which looks at how food can aid with some illnesses. Was it Socrates that said "Let food be thy medicine"? Mind you, we would have to learn to grow food more organically, and widespread so that it doesn't stay as something only well-off people buy. All fruit and veg should be grown organically.

No bookings taken in person or by phone. Only option is online. Booking opens at 12 am online when a day is “released.” Despite getting up in the night to try to book, none were available. Having to investigate a private GP service. Believe health care is heading the same way as the dental service.

Ludicrous that someone you're actually talking to face to face should suggest that they can only communicate with you by phone. I'd have stood there and called them on my mobile, and at the end of the conversation, insisted on making a complaint there and then to the practise manager. I'd also put it in writing.

Link to information about complaining re GP surgeries from Which:
www.which.co.uk/consumer-rights/advice/how-to-complain-if-you-re-unhappy-with-your-gp-or-doctor-s-surgery-a2fyc8v0Q7Nj

I am type 2 diabetic. I have an annual HbA1c, which entails blood and urine tests I also have an underactive thyroid. I was rung by receptionist with results. All ok but thyroid level has dropped so meds need increasing. In past (before covid) I have seen diabetic nurse or doctor if problem had arise. This time was told doc would ring on 16th May. Receptionists call was 24th April. For what, to tell me same thing. Why not increase meds and I can collect prescription now.
They say doctors are leaving, that is why surgeries are struggling but my surgery has exactly the same staff as before covid but getting a face to face with a doctor is virtually impossible. Baffles me

Our surgery has eight Drs. Three have surgery two days a week. Five have surgery three days a week. Genuine question what do they do the other working days of the week.

silverlining48

Dickens my surgery is just like yours and like you I type and print a letter then take it to the surgery. A couple of times have actually been 'told off' by reception staff. Ridiculous at my age to be made to feel like a naughty child.
I dont know what the answer is, others I know have no problem getting face to face appointments post covid lockdowns, and don't understand why my once excellent practice is now so disappointingly poor.

So glad I'm not the only one who does this. Thank you for responding.

I don't know how long the surgery will accept this way of communicating but I'll continue to do it for as long as I can.

I am computer savvy so that's not the problem - it's simply the fact that the form is designed to cover all general ailments and illness - or symptoms that might need attention and therefore it has become far too long and wordy - and none of it is relevant to my condition. And I imagine, looking at the number of elderly people in the booster vaxx queue recently that this applies to many of us.

It's maddening.

The bullying way of surgeries and business was seized upon from the time of the pandemic, which allowed them to push the ways they wanted us to use our time and money doing it their way. It ends with a 2 level response again those who have and those who havent! I have no problem with them offering these ways of contact or paying for things, so long as it is an OPTION not an obligation. Surprising though it may seem to some , there are people without phones , mobile or otherwise, and those on low income level, who may have a phone for emergency but cannot afford to have all their time taken up by crass messages that your call is important to them etc, when they could run out of money. Also in several areas, definitely up in the high level of the dales there is absolutely no signal for a phone, so you do not have the option of using it, nor do you have 'ATMs, so you are forced to use cash. Cash is legal tender, and I do not see how they can get away with not accepting it. Nor do I see how a surgery can demand a telephone booking or internet. Do they actually think that those without internet should attempt while ill and undiagnosed, to go into a public library to contact them?? Whilst I agree that one must not shoot the messenger , such as the receptionist, but I would insist on speaking to perhaps the practise manager or whoever and make it plain that I needed an appointment and have no intention of being forced into the methods , which may be helpful to them or quicker for me at times , but to be denied the chance to organise things in person is absolutely not acceptable and we need to check on this so that those that have no option but to book in person are not treated as low priority or not even given any appointment.

Dickens my surgery is just like yours and like you I type and print a letter then take it to the surgery. A couple of times have actually been 'told off' by reception staff. Ridiculous at my age to be made to feel like a naughty child.
I dont know what the answer is, others I know have no problem getting face to face appointments post covid lockdowns, and don't understand why my once excellent practice is now so disappointingly poor.

Waiting behind a woman staring at the screen where patients have to give date of birth to say they have arrived for their appointment, she called out that she couldn’t manage. “Just pop in your date of birth” called out the receptionist. Noticing the woman’s white stick I said quietly that it was a computer screen and if she would tell me her date of birth then I’d fill it in for her.
Which I did saying that the nurse now knew she was there and would come to collect her from the waiting room when she was ready to see her. When the nurse called out her name she stood up and I pointed out her white stick to the her, who fair play to her, easily took the woman’s arm saying her room was just a few steps up the corridor.
I’m nearly 80 but have a reasonable grasp of modern technology but a blind woman shouldn’t be expected to fill in her date of birth on a computer screen she can’t see.

Our surgery only has the 0800-scramble appointments system.

You cannot book a future appointment by telephone or in person. An appointment can only be GIVEN not made. If the GP thinks you need to be seen in person or talked to over the 'phone. To do this, you must fill in an eConsult form online - a form which is only available online between 0800-1000.

The eConsult form is overly long, has too many repeat questions and you are asked to choose from a list which covers only generalised ailments to indicate your problem.

I have complex medical issues - none of which are covered by this dratted form - yet I must still answer 'yes' or 'no' to the questions that don't apply to me.

I am rebelling. I refuse to use this online form - especially given the time constraints I'm under as a full-time carer of my disabled partner.

There is no email option - that has been removed.

So I type up (as briefly as possible) what is concerning me, and get MY carer (I also have one) to take the letter down to the surgery.

They have accepted this (most likely unwillingly) and enter the details I've given them onto the system. I'm quite 'medically aware' and understand red-flag symptoms, there's no unnecessary details in my letter and I stick to the point.

Most of my problems are inter-related... the form just does NOT cover that aspect.

I'm not being difficult for the sake of it. I appreciate the surgery is following guidelines, and I do not want to make their job more arduous than it is. But I will NOT spend stressful minutes looking at the clock wondering if I will have time to get through the form before it's timed out (between 8-10 in the morning when I'm helping my partner to dress and bathe etc).

With my understanding of my own condition and what is and isn't relevant, I can condense my problem into two or three lines on a piece of paper. I will NOT spend ages ticking boxes and answering repeat questions that do not apply to me. One size does NOT fit all. And this form is really not suitable for people like me.

I'm making a stand - politely. So far, they have accommodated me. Both letters resulted in an appointment - one F2F and the other a telephone appointment. And the GP said I had covered the ground that they needed to be aware of.

No idea how this will develop in future. I hardly ever bother the surgery anyway - this is the first time in two years.

I just cannot think under duress, and filling in a multiple-option form with no relevance to my complex disease stresses me beyond telling.

We tried to get an appointment for our little granddaughter (3) who had terrible pain due to a urine infection. We were told when we phoned the surgery that there were no doctors available and we had to go to the chemist! The chemist wasn't able to prescribe anything for her without a doctor seeing her. It was quite a worry for us all.

Saetana What actions would you suggest after complaining to the practice manager? (Serious question)

This is unacceptable - at my practice you can either make appointments online, by phone or at the surgery. Only takes a few minutes tops to get through on the phone as well - my surgery has a really high rating though, unfortunately this seems to be a total postcode lottery. Do NOT put up with shoddy service, complain to the practice manager and then take it further if necessary - too many people just complain to friends or on social media and then do nothing.

I have only lived here for two years and I seem to have chosen a good surgery compared to others around here. Generally I feel very happy with how things work. I have only had one unhappy experience with one GP who was deeply unpleasant when I couldn't point out the exact spot on my back I thought there might be something suspicious ( I have previously had a non malignant skin cancer)

I made another appointment as I found I was still worried. This time I saw a trainee GP who listened to me then went and got the proper equipment to look carefully at the skin on my back. I was reassured that I was ok and left feeling relieved and grateful.

If you can't have an immediate face to face at this surgery you
can get a phone consultation. Same day if it sounds urgent.

crazyH

I know it seems silly that you couldn’t make an appointment while you were in the surgery anyway and they were not busy., Although I do go online for repeat prescriptions, I have not yet tried to book an appointment online. Personally, I would either ring the Surgery and book an appointment or go over and book it at Reception. The girls in your surgery are probably quite ‘lazy’

They aren't lazy. They are following new practice manager rules

I'm no fan of receptionists has I have had a few run ins over the years with one or two of the unhelpful/unfriendly ones there.

No I'm not a Dr receptionist either. I'm a very happy online booker ordering repeat prescriptions and so on.

I much prefer the way our surgery have it all set up. It saves time, queued on the telephone and much more

I am able to order prescription on line and my help collects it.
Pharmacy is attached to Surgery and my help collects. Only two allowed in whist others queue outside in rain.
The other day at midday I was in such pain I requested some stronger medication. I had a reply at 5.30. They close at 6 30. My help was not available so I had to wait until Tuesday. There are nurses there but if you have a cut finger as my help did they tell you to go to A and E. 28 miles away

"Primrose53 I have the exact same experience. Nearly fall asleep listening to it all.

I tried to book an appointment using our online system, only to find that I couldn't, because I'm currently having a course of Vitamin B injections, which, with a pre booked (by the surgery) phone appointment with my GP, meant I'd used my total appointment allocation. All I could do was cancel the GP phone appointment to grab the only remaining appointment during the following 2 weeks (and this was at 3 in the morning, so nobody in the surgery to speak to.

The World has gone mad and when say ‘the World’ I mean Doctors Surgeries 😡
Bloody ridiculous and they seem take pleasure in the daft booking systems IN MY EXPERIENCE