In despair with GP practice .....

All of my medications have disappeared off my NHS app.
It happened yesterday, so I phoned and was assured it would be put right, but it hasn't been.

Work our not out!

I've recently worked out how to work out surgery. It's time consuming but with perseverance appointments by phone or in person are possible and repeat prescriptions are manageable. It's not like the old days though.

I'm sorry people are having such bad experiences with their GP surgeries. I need to praise excellent service where it's due.
I had a troublesome tummy pain that wouldn't go away after several weeks. Popped along to our surgery at 8 am Thursday, managed to get an appointment for 9.15 am, bloods taken. Doctor phoned me this morning, a Saturday!!, prescription for antibiotics sent to local Boots to collect in one hour.
I haven't visited our surgery in over 4 years when we moved here, so was prepared to have a long wait on my hands. Maybe I was lucky, but I'm giving it 10/10.

My surgery seems to be going from bad to worse.

I know there were problems two weeks ago with computer systems going down but last Monday I was sent a reminder to go for blood tests the previous Friday. An appointment I knew nothing about. I ignored it rather than waste time trying to get through on the phone.

Yesterday I looked at Patient Access, checking for an update on my current health issues only to find results for my recent blood tests show that according to my records, I have congestive heart failure, an acute kidney trauma, type 2 diabetes and a recent stroke!! 😮

I find that very strange because I had no blood tests on that particular date because I wasn’t there and I think I would know if I’d had a stroke or kidney trauma!

silverlining48

Econsult is Ok but our practice switches it off at 8.05 am, 5 minutes after it’s switched on at 8 am leaving little time for anyone to get through.

Really. Ours is on all day and you can post any time. Evenings also, unless of course it is an emergency.

Luckygirl - how are you ? Hope you have managed to get somewhere with your GP Practice. You should not be fobbed off at every turn and corner. You have serious heart problems, for Heaven’s sake. Do give us an update

Econsult is Ok but our practice switches it off at 8.05 am, 5 minutes after it’s switched on at 8 am leaving little time for anyone to get through.

I hope luckygirl has found an advocate for her, because that's what's needed to untangle the mess she finds herself in.

I do hope you have now resolved some of your issues with your GP practice Luckygirl.
Unfortunately similar issues are affecting many of us, and it is worse with a chronic illness to cope with.

I found it became increasingly difficult to contact my surgery
but now they have introduced “e consult”. You fill in a form online and they guarantee to reply within 24 hours, which they do. Once you have submitted the request they cannot fail to respond, and if you word it carefully, cannot fail to offer an appointment. This overcomes triage by reception, and the request is down in black and white as it were.
Well it’s worked for me.

Growstuff More mid north really.

Make a formal complaint and be polite and persistent. Write letters and phone. Keep going and don’t give up. Make friends with the person who answers the phone and get her/him on your side.

This is how I went from agonising back pain to a spinal operation although it took ten long gruelling months of resilience in the face of resistance and indifference.

Good luck.

Seamus89

Sadly PALS doesn’t always help as they’re overwhelmed too . In my experience preserving the Trusts reputation is far more important to health service providers than the service standards we are enduring. If we die , well we can’t continue to complain can we? Lessons learned ?? Yeah right ….

That’s why I advised writing directly to the Medical Director responsible for GPs. You are more likely to get a proper investigation, quicker, if you go direct to them because they are medical and understand the seriousness of lack of care.

How has this all happened, though, since covid?
Surely surgeries should be getting back on their feet by now?

Although, I wouldn't rate the pre covid arrangements very highly where I am.

Sadly PALS doesn’t always help as they’re overwhelmed too . In my experience preserving the Trusts reputation is far more important to health service providers than the service standards we are enduring. If we die , well we can’t continue to complain can we? Lessons learned ?? Yeah right ….

Have you tried contacting your local PALS (Patients Advice and Liaison Service)? They are there to investigate issues with your local health authority. You can Google to find out how to email or call them.
My daughter and I have had protracted issues such as you describe and they have responded quickly. Failing that, my daughter has written to her MP who has helpfully sorted things out for her.
You are right - this constant fighting is tough, particularly when you are battling with poor health as well.
I wish you well.

Jess20

From personal experience, i would suggest always complain in writing, sticking to facts, with dates and where possible who you spoke to. For example, you might outline why having such narrow windows to request repeat prescriptions is a problem, detailing how or when you can miss doses of essential medication or be unable to use an opportunity to collect a day earlier so you don't have to make another journey. I personally would write (politely and unemotionally) to your own named GP, if you have one, copying in the practice manager and PALS and put it through their formal complaints procedure, perhaps even copy to the local MP. Too easy to be fobbed off face to face or get emotional, which probably won't help as they'll see you as the problem not themselves - although a meeting to discuss solutions following the written complaint might be useful if you are emotionally strong enough. Bear in mind there may be insufficient staff to provide the service and they are doing their best, but it's still not an acceptable service. They may be totally unaware of the difficulties patients are having, particularly with getting essential prescription items and it could help them improve the service to hear how difficult it is for you to manage your health properly using their system.

That's exactly what I do. I write to the Practice Manager and follow up with another letter if I don't receive a response within a week. Since my missed cancer diagnosis two years ago, which resulted in the cancer spreading, when I did have an interview with the Senior Partner and threatened to take the matter further, I suspect my record is marked and I do usually receive a response fairly quickly.

I agree that it appears sometimes they don't appreciate problems for the patients' side.

I live in the north west if I hadn't moved here 5 years ago I still wouldn't know the 2 things I was born with. Only took me 63 years to find out what my disability was and getting treatment that helps . Also found out I was born with a small hole in the side of my heart. My new GP sent me to see the neurologist and cardiologist. My old GP in the black country didn't send me to see a cardiologist and my old neurologist could have had my whole genome genetically tested and given me a tablet that stopped my limb jerks and seizures. But he didn't.

The GPs at my surgery are excellent and all the staff there plus the pharmacy I use deliveries my tablets.

And I only picked the surgery because the bus stops opposite.

I know my brother and sister in law have excellent health care after they moved from Birmingham to Lincolnshire.

Unfortunately health care is a post code lottery .

North Essex or North West Essex?

growstuff

missdeke

It makes me so angry when I hear of surgeries that treat their patients so poorly. In a recent survey of surgeries in Essex my local surgery received 99% customer satisfaction. It is a very busy surgery with thousands of patients so if this surgry can do it why can't others.

I'm in North West Essex. My surgery received 61% "Patients with good overall experience of the GP practice" - it's the worst in the area.

I'm in North Essex too, but I really can't fault our surgery, from the receptionists, the Doctors, the nurses or the pharmacy.

From personal experience, i would suggest always complain in writing, sticking to facts, with dates and where possible who you spoke to. For example, you might outline why having such narrow windows to request repeat prescriptions is a problem, detailing how or when you can miss doses of essential medication or be unable to use an opportunity to collect a day earlier so you don't have to make another journey. I personally would write (politely and unemotionally) to your own named GP, if you have one, copying in the practice manager and PALS and put it through their formal complaints procedure, perhaps even copy to the local MP. Too easy to be fobbed off face to face or get emotional, which probably won't help as they'll see you as the problem not themselves - although a meeting to discuss solutions following the written complaint might be useful if you are emotionally strong enough. Bear in mind there may be insufficient staff to provide the service and they are doing their best, but it's still not an acceptable service. They may be totally unaware of the difficulties patients are having, particularly with getting essential prescription items and it could help them improve the service to hear how difficult it is for you to manage your health properly using their system.

Is it any wonder that those that can afford it are now turning to the Private Sector. Everyone moaned when the Tory Govt were supposedly trying to turn the NHS private but it does seem to me that the GPS/Management/Doctors/Administrators are doing a good job of doing this for them.

I am so sorry for what you are going through. I order through Lloyds on line and order my three types every time on the same day this time the doctor would not allow on of my tablets now as they say they are not due why when I order all together is it not due. Also had a note as to why have a not ask for a repeat prescription on a tablet that I was taken off of over four years ago totally hopeless. It got so bad I brought some privately 18 months ago so I always have some in hand

I'm so sorry to read this Luckygirl3. You have been through a great deal with little to no support from your GP. I have no further suggestions to make other than those here. I do feel you should make a formal complaint and perhaps escalate to your MP. I do hope that things improve for you, whatever you choose to do and wish you well for the future.

My surgery is similar. Doctors work very part time and depend mainly on practice nurses, locums and a pseudo doctor (physician assistant) for the majority of consultations it seems to me.

When I have had a problem in the past I detail it on paper, or (email if available), with copy to practice manager and senior partner, and request a face to face meeting.

If you have no possibility of changing practice you need to try and get your current practice to take your concerns seriously and treat you accordingly once the problem is formally stated. An official complaint, if above fails would be my advice.