making experience of trying to get service or an appointment from GP within primary care difficult If i feel that I need to see a doctor about anything then usually I wont go here, I just ignore problem/symptoms as trying to get appointment is too difficult I am shocked at behaviour/rudeness of staff on reception within this primary care service, it puts a big barrier up to patients seeking support, I am a registered practitioner working within NHS University Hospitals Birmingham and If I find it difficult and experience such problems as a fellow medical professional then I worry about those more vulnerable, elderly and how they manage to get an appointment, I realise it has been difficult during pandemic for all health workers being a frontline worker myself but my poor experiences were before pandemic as well as during. I did try to contact surgery to make appointment during lockdown with symptoms of extreme fatigue and abdominal and kidney pain and on another occasion knee pain affecting mobility but due to problems trying to get appointment and long wait on phone was not able to arrange appointments for these concerns. Due to my working hours within NHS I am not able to call surgery at 0830hrs as they request to make appointment as I am on duty, due to my knee pain becoming worse I called surgery later in the day when I was able to but was told sorry call back at 0830 tomorrow, i tried to explain this difficult and was told “nothing they can do its the system” it was suggested that can maybe try calling 2pm for appointment but most likely wont get one then! I haven’t seen Dr about my extreme fatigue which continues and my ongoing knee pain and to be honest I have given up trying to seek medical advice from GP it is just too frustrating and difficult, if my knee gets worse I will go A&E and for my extreme fatigue i just try and get through it, GP appointments are just simply too difficult to get
triage system. The hold times for reception to actually get through have been ridiculous - on one occasion I was trying for almost 30 minutes then when I finally got through there was a very long covid message, before I got to 2nd in the queue the system cut me off! The phone system could definitely be improved, and more receptionists should be made available first thing in the morning when appointments are released as I feel sorry fir them being bombarded. It also means they have to rush through booking & some can then loose the personal touch and appear 'short' which I am sure is unintentional. However, once I had got through I was told the GP would call me back, which they did & I felt I was really listened to. On one occasion I felt bad (& told the GP as such) as I only wanted a repeat prescription but had I take up an appointment to request this. I felt that there should be some other way to request this such as via email or web form where I didn't have to use an appointment that somebody else might have needed. On another appointment I received a phone triage. This was for an issue where the doctor needed to see me for a physical examination. Unfortunately, my phone triage was on a Friday afternoon. They therefore could not get me booked for the physical exam until Tuesday as there was a bank holiday. The appointment was with another GP so I had to explain everything again. I couldn't fault the care & attention shown by both GP's & understand that measures are required due to Covid, but this meant that I had to have a second appointment which somebody else could have had & a delay of 4 days. Triage is great for some if it is something that is simple that can be carried out over the phone. However I wonder if there is a way of potentially noting the nature of the issue somehow when the appointment is requested and those who may need a physical consultation be triaged first so that they could come in later on the same day if this was then needed?
on the day takes up to 100 dials to get through. Telephone appointments don't always allow a full picture of what's wrong to be dealt with. Standing outside with no seating waiting when medics are running late was extremely painful when heavily pregnant. Allow some form of seating, even if outside, for those who can't stand for long periods of time. Staff are trying there best in difficult circumstances but needs some more care for those struggling.