New system at GP surgery.

We have to go online for everything. Sometimes it works well, but at others it's irritating. As an example, I had to make a routine appointment with a nurse the other day. You can't ring now, so I went online. For reasons best known to someone, nurse appointments are under 'Admin' on the system, which threw me a bit, but I managed to find the relevant form and filled it in. Then I needed to go about my day, but I knew I would get a call back, so was reluctant to do very much. Eventually, a receptionist called me back, and read back what I'd said on the form. At this point, I had people in the room with me, and didn't really want to go through the security questions and answer some of the other things I was asked, but had no real choice.

My GP had asked me to get bloods taken at this appointment, and wanted to speak to me about the results when they came in, but the receptionist wasn't keen to take my word for that. I had to spell out the reason, which I wasn't comfortable with doing, and the appointment was made. Then I needed the GP appointment, which I had alluded to on the form, but the receptionist wanted me to fill in another one, as GP appointments have a different system. She did see the idiocy of this, luckily, and made me an appointment, but as my GP only works 1.5 days a week it is not for weeks, so the bloods will be out of date. It is a telephone appointment, and could be at any time of day, so again, I can either stay in all day or risk having to take a call in public.

It would have taken 5 minutes to do this in the old system when you just picked up the phone at a time when you were alone and in reach of your diary/calendar, but the callback system just adds hassle. I don't even see how it saves time, really. The receptionist had to read my form as well as find an appointment and talk to me - she didn't have less to do.

Ours has bern online only for a while now , if you do get an appointment, you sign yourself in . I'm wondering, what are the receptionist sat there for 🤔

Urmstongran

Thank you Dickens.

When we told Professor Mansoor about the negative poo tests and the anaemia he said “tumours bleed intermittently - when cancer is agitated or growing hence the bleeding that’s why sometimes poo tests can show negative erroneously”. I wish all doctors and advanced nurse practitioners knew this. We thought we were in the capable hands of a GP. We were too trusting thinking she was ruling things out one by one. We were guided by her ‘expertise’. I blame myself with hindsight. We know our bodies don’t we? We should have pushed harder.

The nurse even wrote down on a piece of paper what his iron stores were in case the Professor advised more VitB12 injections. His response:

“We have bigger fish than that to fry now”.

You cannot blame yourself Urms - though you will, of course, ponder that you should have pushed harder.

... easy to say with the benefit of hindsight.

I sense you have faith in Professor Mansoor though.

My OH's recent blood test showed 'very mild' anaemia and the poo test was also negative (he does have erosive gastritis though), but based on your experience, I'm going to push for the endoscopy tomorrow.

I hope your dear 'himself' goes into remission - it certainly does happen as I witnessed during my long-ago now chemo sessions.

I do have to call my gp at 8am and try to get a same day appointment but if I don't manage to secure a face to face one I will get a telephone one the same day with a gp who actually knows me very well. Getting a six monthly check up with the nurse is easy to arrange and repeat prescriptions can be ordered online or by telephone to the surgery between 11am and 4pm. My gp practice is so good I have stayed with them even though I have moved outwith their catchment ( my gp knows but says as long as I don't need a home visit he is okay with it, I know I will have to move to another practice next year as I will need some at least one visit from a practice nurse for follow up to a scheduled operation).
I also use the minor ailments at the local pharmacy which is great. Covers a whole range of conditions and you are able to discuss you problem with the pharmacist who can then prescribe if he/she thinks it is appropriate. Not sure if it is a UK wide system as I live in Scotland.

DGS 10 teacher was off sick last week of term and his class were split up and sent to lower campus to help the teachers move rooms. He was given a screwdriver to get staples off the wall and it bounced back and cut under his eye. DD tried to get him seen at local GP - oh no she had to dial 111 non emergency line as they can't deal with cuts. Ended up at Sick Children's 30 minutes away to be told cut had come together and didn't need treatment. My job before I retired (pre covid) was as nurse in the GP treatment room where we dealt with cuts like that, were trained to suture and use staples and saved people having to attend AE unless it was more serious. Now we need to phone from 8.30 and if all the appointments are taken you have to phone the next day and the next etc. Got 3 things I need seen to too but can't face this again. Luckygirl3 that was dreadful you had that response after a serious hospital admission.

Whenever I've been in the GP's waiting room, there have been a couple of dozen people waiting to be seen.

No, you're not being thick flappergirl. That's why the "queue outside before 8am" system never worked for me - for years, I had just finished getting my children ready for school and bundling myself in the car and on my way to work.

That's why a system which releases appointments throughout the day and evening is needed.

None of these systems are at all helpful for people who work full time. I haven't been to the doctors since 2016 but went to the surgery the other day to book an appointment. I happened to be passing so thought it easier than phoning. I was stunned, it was like the Marie Celeste. There used to be 2 or sometimes 3 receptionists, obviously people in the waiting room and a screen to say who was next. There was nobody in sight and even the lighting was minimal.

Eventually some sort of security guard (not really sure what he was) appeared and asked me what I wanted. I said to make an appointment. He looked at me as if I was talking Japanese. He ran through the various new systems none of which were compatible with me as I would be in meetings for the rest of the day and incommunicado. How do people manage or am I being thick?

Our gp practice has actually improved since covid....previously it was all face to face but it had to be an absolute emergency to get a same day appt....now all appointments are same day... you phone in from 8.30 or go in person....when all the appointments are gone...a message is put on line so you don't queue....but as long as you get thru before 9 you get an appointment .....I was number 40 in the queue last time and still got an appointment .....I mean not everyone can hold for 50 mins due to work...I get that... but it works for us

Our surgery is awful! Econsult opens at 8 and by 8.02 it is closed - try again tomorrow!!!! Phone line message is you are number 23 in the queue. Or ring 111 or see a pharmacist.

karmalady

Medivets have been buying up vet practises, a consortium is quietly buying up dental practices, same with doctors surgeries. I know dentists who are looking to get out as conditions and pay are much worse ie it is all about profits for the men in suits

There are various corporates who have been buying up dental practices for years now . My Dentist, Bupa, Portman’s are a few . I won’t work for them as they employ managers who have no dental experience and it’s all about the money . They insist on targets from the dentists and hygienists.
And yes I know vets are the same , maybe gps will go the same way.

During the pandemic I found it interesting that I as a hygienist was seeing patients f2f as were the dentists but the doctors weren’t . Also dental practices got back to normal pretty quickly. Doctors still haven’t .

Our practice is online form only and they call or text back with either a f2f appointment or phone appointment with either a gp, nurse practitioner or nurse . Not on the same day though .
If it’s f2f , the waiting room is normally empty. And they say they’re so busy .
My mum is 88 and doesn’t have a computer, laptop or phone , so I have to do it or I ring her practice. When I ring the reception staff say I need to go online , so I tell them my mum doesn’t have any devices and her WiFi is crap on my phone . This seems to work .
But what happens if the very elderly don’t have family or friends to help them .

karmalady

Medivets have been buying up vet practises, a consortium is quietly buying up dental practices, same with doctors surgeries. I know dentists who are looking to get out as conditions and pay are much worse ie it is all about profits for the men in suits

Very interesting thank you karmalady. Busting up the competition so that in the end there is none.

Happened round here with taxi firms.

Used to be a few ‘independents’ they all got ‘absorbed’ by a really big operator. No choice now. I rang from my stepfather’s for a taxi last week to come home. “About 20 minutes”. It had to be ‘okay’ as there was no other operator to ring. Monopolies are not a Good Thing.

Germanshepherdsmum

Why is it that GPs are deliberately making things so difficult for their patients?

Because the system is broken.

Our surgery has been like this for about 18 months. I tend to visit the surgery and dictate my details to the receptionist who points out that I won't be seen any more quickly, but at least I make contact.
An 81 year old friend filled in the form because of a suspected infected corn which he could not see himself, painful but not life threatening, simply wanted advice on how to treat it. (Pharmacist not available, a frequent problem, under investigation ). Was contacted 11 days after sending off form and offered telephone appointment in another four days by which time a paramedic relative had treated it. Response from Surgery: you could have gone to a chiropodist.
An 85 year old neighbour, caring for his wife who has a stroke, suffered intense urinary infection following treatment for his bowel cancer; advised by district nurse treating wife to contact surgery immediately to see Doctor ; telephone unanswered for an hour so friend went in person; Dr. telephoned at 5.30pm and said he would try to see him next day. The drop-in session with the nurse has been dropped; there only appear to be two doctors available and these change regularly as we are now part of one enormous Practice.
Disgusting service. Please note, National Health Service.
My feeling is that these larger and larger practices are generating more money, which is not used to employ more staff or improving patient care but staying in the salaries of the partners.

Medivets have been buying up vet practises, a consortium is quietly buying up dental practices, same with doctors surgeries. I know dentists who are looking to get out as conditions and pay are much worse ie it is all about profits for the men in suits

annsixty

When my C were young , both were prone to upper respiratory infections.
I would just turn up at the surgery anytime from 8;30 to 10 am.
We would just take our place in the waiting room and wait our turn.
We may have had to wait an hour but we were always seen that morning.
Now, perhaps not practical, but just occasionally I remember with nostalgia.

Our surgery still has the turn up and wait system in the mornings. Long may it last.

I've found the nurses good, too.
Except I now can't get an appointment to see one; just the gp.

Our nurses are as good as the doctors I would never complain about them. You are triaged to the appropriate person for your ailment. If this is a nurse, they are extremely competent and professional. I've had experience of a newly qualified GP seeing me and not being anywhere near as competent as a nurse. Just my experience of course.

We've got a great system, ring up at 8am, you are told what caller number you are and can select an option to hold your place in the queue and request a callback. It works perfectly.

Thank you maddyone.
Because she could refer onwards to a hospital we assumed referral wasn’t indicated. How wrong we all were. The nurse cried when Himself presented after his initial Christie appointment. Poor darling man.

We should have pushed harder

Please do not blame yourselves.

should it not have been obvious if a problem persists week after week that an investigation is needed

Absolutely correct. What happened to Urmstongran’s husband is negligent. He should have been referred months before he was referred.
Nurses should never think they are doctors. They are not!

Thank you Dickens.

When we told Professor Mansoor about the negative poo tests and the anaemia he said “tumours bleed intermittently - when cancer is agitated or growing hence the bleeding that’s why sometimes poo tests can show negative erroneously”. I wish all doctors and advanced nurse practitioners knew this. We thought we were in the capable hands of a GP. We were too trusting thinking she was ruling things out one by one. We were guided by her ‘expertise’. I blame myself with hindsight. We know our bodies don’t we? We should have pushed harder.

The nurse even wrote down on a piece of paper what his iron stores were in case the Professor advised more VitB12 injections. His response:

“We have bigger fish than that to fry now”.