I've just spent 50 minutes waiting on the phone to speak to a real human being at my doctor's surgery to try and make an appointment to speak to the respiratory nurse, to book a blood test for suspected diabetes and to get my heart checked out. After 50 minutes and being told I was in position number one there was a loud beep on the phone and then it went dead. I am so stressed out now that I have just smoked a cigarette for the first time in 17 weeks! I am so desperate now that I don't know what to do anymore.
Crisis!: I've just spent 50 minutes... - Lung Conditions C...
Crisis!
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caryhug
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I am now on my third cigarette and just about to go out and buy some more tobacco after 4 months not smoking. At this moment I don't care anymore but tomorrow I will really hate myself. I feel totally let down by the NHS - it's as if they just want you to die, they now make it so hard to speak to someone and get any help. My next step will have to be to drive down to the surgery just so I can speak to a human being but I can't do that yet because I fear I will just break down in hysterical tears and not be able to speak!
in reply to caryhug
Neither of these things is a life or death issue. Frustrating and annoying yes, but not worth injuring yourself by smoking or upsetting yourself. Just because of their inefficiency.If it were me I would go down there, walk slowly in. Then begin the conversation ' you obviously have a problem with uour phones which has caused me to come all this way to get these issues dealt with'
Then tell them what you need in a soft condescending voice and when you have sorted things, smile, politely thank them, again in a very kind voice and as you turn to leave remind them to get the phones fixed.
sassy59 in reply to
Excellent idea LP. Xxx❤️
Nula2 in reply to
Brilliant suggestion Littlepom 😊xxx
Nula2 in reply to
Further to Littlepoms advice. Prime example - I'd been trying to get GP to sign off prescription for saline for nebuliser. 2 weeks and 2 phone calls "oh yes sorry will get that dealt with" later still not been sent to pharmacy 🙄. Friday morning I went to GPs for a blood test and while there asked receptionist in a very friendly and polite way about it. She said very sorry for the delay and that she would deal with it. That was at 10.45. Phone call from surgery at 12.30 same day "your prescription for saline is at pharmacy will be ready for collection this afternoon. Sorry for the delay". It was there as promised. Result!👍😊xxx
Please don’t keep smoking, I can see you’re using it as a crutch, but like you said, you’ll hate yourself tomorrow. It’s a pity you had cigarettes in the house but I smoked whenever I was feeling like you. I can understand your frustration at holding on so long. Try ringing again but if you are up to going there, then do that, it doesn’t matter if you cry as it’ll show how bad you’re feeling and they may give you the appointments you need. Maybe it might be worth considering CBT as you sound very low. xx
I think there si something wrong with the Doctors phone. if you was cut of just like that. Can you not get to the surgery? Worst thing you could have done smoking, that is worse in the long run. Try the phone again, no joy go to the surgery - Their phone could be faulty Frustrating but don't smoke it will be even harder to stop if you do. Littlepom has the right idea, in a nice way tell them to get their phone fixed.
Yes but don't tell the receptionists that as its not their fault and I am sure they are aware of that too. Ask for the person in charge.
I have 4 sons and 4 daughters. My sons always have cooler heads. I recently had an abnormal ekg and stroke level blood pressure. A med is controlling the BP. I became panicked the closer my nuclear stress test got. My son told me, “Mom, you’re alive & okay right now. Having this test isn’t going to instantly change your health status. “ It’s what I needed at that moment! We are our own worst enemy at times. The smoking is no good.
It sound like your doctors has begun doing what ours do. We must ring at 8.30 to make an appointment which must be for that day. You cannot make an appointment for tomorrow or any other future date. We are often number 50 in the queue and it can take an hour to get through, when of course, you are told to call back tomorrow because all appointments have gone. That was bad enough but now they have decided to cut callers off when the queue reaches 40 waiting! I'm not surprised you are so fed up. It shouldn't be so difficult to make an appointment should it?
That’s a terrible service! I’m so lucky with my GP practice as I can get urgent appointment the same day without hanging on the phone for long or make appointments for a few days to a week in advance. I just hope it never changes.
I had to fight hard to get an afternoon appointment for tomorrow at 5.40pm all for a medication review!
No I agree it shouldn't. You can do it online instead though.
Our practice doesn't allow online appointments to be made unfortunately. I can view some of my data though which is helpful.
I think they all will in time. Mine has just changed.
Instead of buying tobacco can you get to your surgery instead? Don't punish yourself for their failings, I know it's absolutely maddening to be on the phone waiting so long then being cut off.
Have you got the NHS app? Mine is linked to my surgery and I can make appointments on it (if there are any to be had) usually there are plenty of free nurse appointments but not doctors
It's extremely frustrating isn't it when that happens!
Last week at my surgery they claimed I had a prescription waiting for me that they were going to send over to boots on the Thursday or Friday of last week!
Thankfully I rang boots up and asked had they received the prescription and no they hadn't so had saved myself from having wasted a trip out and making myself look stupid but I was furious though in being fobbed off and my sister in law reckoned it was lies about the prescription just to shut me up and fob me off!
Thankfully I had managed to sort out an appointment for a medication review with the doctor for 5.40pm tomorrow and we will go from there but that was very naughty saying there was a prescription there and no there wasn't!
Can't make appointments online any more at my surgery.wait in a queue, then get cut off.its appalling x
They do have online appointments with us but they are extremely hard to come by!It's so frustrating isn't it when you have waited for ages only to get cut off on the phone!
Throw the tobacco away and get down to the surgery caryhug. I feel your frustration but smoking again won’t change anything regarding your GP surgery. We used to have terrible problems being stuck in a queue for over an hour but now our surgery has a callback system. If more than ten people are ahead of you they will call you back without you losing your place in the queue. Suggest that to your surgery.
Take care xxxx❤️
It's extremely frustrating isn't it when you are stuck on those phone lines having to fight for the help that you need!
It certainly is. X
This afternoon I became really cross after I received a missed call but no message and I was like what do they f ing well want!
It's always the way isn't it when you aren't there and they decide they want to ring and it's so frustrating!
Point is I can't be glued to a phone 24/7 when they decide they want to ring and can't be available at all times and that needs to be accepted!
I tried to call back but they weren't there!
If a matter is important they will call back later on or leave a message asking me to call back when I have 5 minutes!
Lots of frustrations in life. I hate cold callers who speak to me as if I’m their best friend. xx
What it was was we had been to the pub after a day out at caerau Fort and had had a drink there as a treat and had got to the bus stop when that missed call showed up and I swore over it!
Perhaps it was for the best that I didn't answer if I had a reaction like that and had shouted at them down the phone because I was annoyed with them for interrupting my day out probably with something really trivial more than likely.
Thing is when you have had a couple of drinks out you speak the truth of how you really feel about things is what I find!
I remember going out to the pub on my birthday and had a few drinks and had become angry when someone had tried to ring me then and thankfully didn't answer the phone as I would have shouted at them!
When you don't answer the phone because you are angry because someone's dared to ring you they don't think anything of it when there's no answer and if it's really important they will leave a message and ring back later on whereas if you answer in a rude and angry manner it reflects badly on you whereas not answering can be for any reason as life gets busy and we can't always get to the phone can we?
What a good idea sassy, I wish mine would do that.
When I had to ring up for ab's it was on a Monday morning. I started off 43rd in the queue but just put my speaker on loud and got on with other things. It took nearly an hour to get through but I got a callback from a dr in around an hour and my prescription was waiting at the chemists by 1 pm.
It’s terrible having to wait so long Bev so I’m extremely grateful for the call back system. It works well. Glad things got sorted out for you eventually..x
That's exactly what I do! 
xx
I had a meltdown last week as so frustrated trying to get help from my health centre , so I can sympathise
I had a long whinge on here .
I had to search drawers and cupboards in my house trying to find left over medication .
I can only praise my hospital care though , apart from a change of time , so an hours journey in rush hour time
When these things happen it can feel like the end of the world can't it?
Yes. Many times I have been in tears over it and usually wander distraught into my wonderful independent chemist tell them of the problem They have always been fantastic and sometimes sort it out for me there and then if they can.
But it does make you think sometimes is it worth it.
However having changed to a much better surgery (mine were awful - so rude and unhelpful) haven't done that since.
Mr drs has a book on line service. I don’t telephone anymore, and usually get called back the same day.
At ours you can book afternoon appointments online when they get released on a Monday morning for the following week.
If that’s your first lapse in 17 weeks then you can justifiably feel proud. Don’t start smoking again because you’re annoyed with your surgery! That’s crazy because it’s only you who’ll suffer. Get right back on the wagon, and next time you get frustrated with them, throw the phone at the wall or something. I once threw a plate of fish and chips at my husband, it was very satisfying
Yesterday when I was infuriated over that missed call I had shouted what do they f ing well want and now I have had time to calm down and talk things through perhaps it was for the best that I missed the call if I felt that strongly about it!
What all that was over when I got infuriated was to do with fears of bad news and of getting told things I don't want to hear and also it felt like an invasion of privacy and intrusive when that happened and I was nervous of getting the crowded buses back home as well which I managed and survived which is a step forward and anxious over my appointment at the surgery this evening which I am aware is irrational but I can't help it!
Like I said earlier if the matter really is important they will call back later on or leave a message or ask me to call back when I am free!
I found it helped to talk things over with my friends when I explained what is it about those calls that upsets me and why and they backed me up and said how life gets busy and you can't always get to the phone and are old school like I am saying if matters really are important they will try again later on.
Play it cool. They almost certainly don't mean to upset you.
Thankfully it wasn't anything that was important and I feel it was sent for me to have a think about what it is about those calls that upsets me and why and it's to do with fears that I might be getting bad news or told things I don't want to hear!
It sounds as if there are things in your past which are still very raw. You are doing well.
I think that the passing of time will help and also addressing the problems in an appropriate manner as well will be of help.
Good news I had my review at the surgery yesterday evening and they said they are very pleased with me there and feel that a yearly review is warranted and gave me a years worth of prescriptions that I sorted out with Boots this morning so that's all up to date now and had a nice morning in town with my sister in law and a chat.
She said to me about my reaction on Wednesday to that call how it was no problem and how everyone gets times when they get upset and I said how it had brought back memories of getting evicted when that happened on Wednesday!
It was the anniversary this week of when I received the court papers through the door at the other place along with the defence form which I don't feel helped matters.
I was having a think about how far I have come in the year since receiving those court papers through the front door!
Glad your review went well. xxx
janedivney You made me laugh - thank you. I didn't buy any more tobacco 🙂
Well done! When I first gave up, I felt I "needed" to have some baccy in the house. I didn't. It was just temptation and I did better when I had none. It is so hard, I know, and you are doing brilliantly! We are all here for you, shout at us instead !
I hope you got/get your appointment xx
well done! Zx
That's terrible I can understand how stressful this must be keep trying at the docters for appointment then getting cut off its happed to me you need to keep trying even though it's annoying
dear cary hug here is BIG HUG please please dont smoke, i have watched 2 people inmy life suffer so bad, try to sit qietly and if you CAN take breath, hold for a few seconds and breath out slowly, i know its hard when you cant find breath anyway but this phone lark and no real people is getting so stressful for people i am always writing to my mp about these things, the landline switchoever, the banks closing , all sorts, life is becoming more n more difficult, and the waiting game , we are so overwhelmed now with so many people in the country there isnt enough time or space, to deal with all and sundry and i feel for you, have a good rant but please dont smoke, write in to your practice managaer as well. this sortof thing happens to a lot of people wait 3 million hours and it hangs up. no words i can offer except i know where yu are my dear try some mindfulness or pick up a book or walk outside but dont make yourself worse because if the crap phones, far better to go in th esurgery and explain and if you cry it doesnt matter, i watched 2 dear people mum and my dil dad die they had smoked. just dont do that, you wil damage yourself more.
I find that crying when extremely frustrated does me the power of good like yesterday when I was infuriated over a missed call!
When I looked at what it was that upset me and why it was to do with fears of bad news and getting told things I didn't want to hear that had got me infuriated!
sounds like your surgery is get like ours, we can’t make an appointment to see anyone either by phone or in person. Notice on the door says if you want to see a doctor call 111, if you phone up you get the same message, it you wait in the queue you get told there are no appointments. They are using 111 to triage people instead of expecting the receptionist to do it. On the plus side it does work 111 will either send out a paramedic or arrange an appointment with your GP surgery, it’s worked ok for me. Our surgery recently had to double its patient list, due to another surgery closing, lots of new build homes and several GPs retiring
At our surgery one of the GPS who had been there for years retired at Christmas so what they have done is they decides to shut their branch surgery on a Wednesday afternoon and move all the Wednesday afternoon appointments to the main surgery and lots of people have complained!
Glad to hear you're not buying any more cigs and also that you've had a laugh reading some of these posts.
Littlepom's suggestion is a great one. Turn up at the surgery with a condescending voice and tell them about their useless phone - nicely, of course! Then tell them what you need from them.
After that, find somewhere (non smoking) for a nice cuppa before you go home.
I've just noticed that you wrote your post yesterday (I've only just seen it) so maybe all is sorted now. I hope so.
xx Moy
Please don't blame the frontline staff or treat them like this. Its not their fault and there is nothing they can do about it. Speak to someone in charge as they have the power to change things.
One receptionist told me of the abuse they get from patients who take out their frustrations on them. Remember they don't earn a lot but have to take most of the flak.
I feel quite sorry for the frontline staff myself as I feel they don't get paid enough for what they have to do!
Better to ask to see the practice manager and put in a complaint with them!
Yes I agree. I know from what I have been told that many in my area are just on the minimum wage and being a good socialist think they could drop doctors and others high wages by a couple of grand a year which they wouldn't miss and pay the poor frontline staff more.
Good news the gp rang earlier on to ask me could I come for my appointment this evening a bit earlier and I said yes I will see him later on at 5.20pm which was fine for him!
Maybe no one had taken the other appointments after 5pm so he was ringing round to see if anyone could come in earlier as online when I booked no one had booked the 5.10 or 5.20 or 5.30pm appointments for this evening or maybe they did but had to cancel.
That's good so well done.
I found the biggest problems were when working. For some reason my surgery didn't seem to understand that like most people I was working and couldn't be on the phones at 8.30 as was on bus on way to work.
And that I couldn't just take any appointment as I was working and it had to be an early or a late one as work insisted. After a year or 2 of this they finally admitted they did keep a few of those appointments for workers.
I am personally always polite to frontline staff for the very reason you state. However, for others, there may be some circumstances that need a slightly different approach to gain the attention of the frontline staff. Rather than going in with all guns blazing, a slightly condescending attitude may be irritating enough to gain attention but is not aggressive or abusive.
We need our frontline workers but we also need to access services. Perhaps the phone system really has broken down in this instance, in which case presenting in person may be only option open.
This week I failed to get through to the surgery by phone for over 30 minutes despite starting at 8.00 am when they open. When I finally did get through I was 22 in the queue and was offered a call back. By 8.50 am they had called me back and announced abruptly that there were no appointments and I should call 111. Call ended without even a 'Goodbye'. Clearly, they are run off their feet.
However, the response from 111 was to send an ambulance with a lovely crew of two who checked all my vital signs and agreed that I probably had a worsening chest infection. They contacted a 111 GP directly and agreed which of my rescue meds would be most appropriate. They left me with a care plan, told me they would automatically notify my GP who I was to call on Friday. I was apologetic they had been called out - they were calm, careful, and conscientious and, if they were annoyed or frustrated, they didn't let it show.
We shouldn't have to be treated at home by ambulance personnel when we have named GPs.
xx Moy
That is awful Moy and I am so sorry to hear that`. Glad to hear you are ok though.
I don't think we should be condescending to frontline staff either - unless you suspect they hung up on purpose?
I know we need to access services but its the system which is at fault if we can't, not the frontline staff. They have no power to change things and can only follow orders from above who hide behind them. The problems are due to lack of money and lack of organisation which means as more services fail then the others get completely overloaded. One day they will all collapse though I hope not.
Is it possible to change to a better run surgery? I did a couple of years ago and they are much better.
I usually find our surgery is excellent although I have heard many moans about it recently from others. Last week I was offered a face to face appointment straight away and almost fell off my chair! I saw a lovely GP who was new to me, but had read my notes very efficiently and has already sent in a referral to gastroenterology which has been confirmed. To then, on Tuesday, have the direct opposite experience just demonstrates how they must have been run off their feet. Maybe there was staff absence? The reception staff are usually brilliant, but this person was simply abrupt and just put the phone down without even saying 'Goodbye'. It's very unlike them. I wasn't even asked what the problem was - just told, 'No appointments - phone 111.'
I don't know how the issue of providing frontline care is ever going to be resolved without private health insurance becoming the norm.
For what it's worth, relatives in Germany have reported difficulty within their healthcare system which is usually very good. It's not just here!
xx Moy
I firmly believe it can be saved with proper restructuring and finance. I would hate to have a private system like the USA where people die because they can't afford treatment or meds.
From what I understand there is a lot more NHS managers now on very large salaries than years ago.
My sisters stepdaughter and her husband both work as very junior managers in the NHS. Ok they have both worked very hard and passed exams etc. but aren't qualified in anything in particular.
They both earn £50,000 a year. Yet a junior doctor who has spent 5/6 intensive years at med school and probably have huge student debts can be paid around £30,000. That seems very wrong to me. It should be the other way round surely? Especially if we want to keep good staff.
I couldn't agree more! The NHS is top heavy. Frontline hospital staff deserve to be paid for their worth. There is too much admin using expensive, but often flawed, systems, unnecessary changes requiring refurbishing of wards and rooms which have only just been refurbished and too much general wastage. I don't understand how it's allowed to happen when the poor workers on the ground struggle to meet the needs of their patients.
On the plus side, I have had wonderful care most times I have been there with the most dedicated staff. There have been occasions I could moan about, but they are few.
My resp consultant is wonderful; A&E did a great job on my broken wrist and referred me to a very efficient Fracture Liaison Service.; Cardiology was great when I had my ablation; ENT - not so good, unfortunately and the waiting list for neurology was so long I went private.
It will never be perfect but let's hope the mess gets untangled in our life time. As you say, we don't want the same system as the USA.
xx Moy
Would you believe it? I rang the surgery today, got a call back 10 mins later and was offered a face to face appointment with a lovely GP I didn't know, but who was a great listener, had read my notes and declared, after listening to my chest, that my lungs are 'roaring lke a lion!'
Good advice given and meds etc discussed and approved. Also discussed anaemia and after further discussion re a collection issue, put a prescription for Beconase on 'the spine'(?) Which is an online option that means I can get it from any pharmacy in the next six months if my nominated pharmacy can't supply ( as has been the case for several months - although they can often fulfil the prescription a week or two later).
I was absolutely amazed and very, very pleased. I don't know what went wrong last Tuesday but am glad that ' normal service has been resumed'. 😁👍xxMoy
Here they have opened up the cardiff royal infirmarys old building as an urgent care place for emergency appointments to take the pressure off the surgeries!
Good news I had my review yesterday evening and they are very pleased with me and say they will see me for another review in 12 months time and sorted me out with 12 months of medication which I took down to Boots this morning and that's all sorted out now which is a relief.
Next Friday its a blood test at 9.45am.
Thankfully with 9.45am once it's done it's done for the day and I don't need to worry about it again!
Great news! Hope all goes well with your blood test, too. XxMoy
After I had my review I went to the desk to see about booking a blood test and she said the earliest one will be 9.45am on Friday coming and I said that was fine and that 9.45am is a good time as its early as once its done its done for the day no waiting around say until 12pm and getting more and more anxious over it!
Once I had to wait until 12.15pm for a blood test and I got more and more anxious about it as time went on!
Thing is you can't always have the early appointments can you?
How's Socks the cat getting on?
Socks is lovely! She's a little bit slimmer now (on vet's advice) and she's remembered how to play again. She's a lot livelier than when we first had her in October and we love her to bits. XxMoy
Oh dear its so frustrating when this happens. All the systems seem to do it. I have had it happen to me. Have you tried ringing late afternoon I find there not so busy then. Brian
thats typical we have all had that, its par for the course. unfortunately we have to deal with it in todays World and just chill out, noting you can do, sorry
Do you have a respiratory team at your local hospital. You may have to leave a recorded message as they are very busy but they will contact your GP's surgery on your behalf.
Oh how annoying! Hope you get an appointment soon 🤞xxx
As frustrating as that is you are obviously capable of using the internet go on your doctors website and either leave a message or book appointments that way. That frees up the telephone for the people that need urgent appointments. Better for your lungs and nerves. Good luck I hope your results are good.
When I can I book appointments online leaving the phone free for those who really are poorly and need to see someone ASAP!
I do hope you manage to get your appointment sorted out quickly. Please don't go back to smoking after you had managed 17 weeks smoke free. Our surgery is part of a group and has a central number to phone. The big plus is when you phone the automated message says 'you're number ... in the queue. If you press 0 we will phone you back when we have answered calls in front of you'. It works like a dream and I have never waited longer than 10 minutes to be called back. Despite being number 17 + in the queue several times. However you can't book appts by phone. The surgery uses Klinik system which is an online form. It's a bit longish but it works and whereas with the phone system you could only be seen usually for one problem at a time, with Klinik you can be seen for several. I did a form Monday at 4.00pm and had a call at 8.30Tuesday, saw GP at 9.30 and discussed several problems. GP spent 30 mins with us. The form is seen by a triage team who decide severity and if you need to be seen by GP, nurse, physio etc. invariably we see the GP we request. I think this system, and others like it are used by lots of surgeries now. For now caryhug 🤞 appt gets sorted and you leave off your cigarettes and get back to living without them xx Joy
NHS really needs a lot of funding. Lots of older people - me included - I eventually managed to speak to someone at the hospital yesterday after 20 mins of waiting on the phone only to be told as I was classed non urgent for my problem to expect an appointment in August or September!! Meanwhile my sinuses will continue to be a pain. Take care Keep positive Caryhug. A slow walk or a taxi ride to the surgery and speak to them x
I can empathise with you I really can. Have the same problem. I don't even no if funding is the problem but something needs to change.
They never were efficient were they even when times were good!
just keep ringing until they do answer. It’s your body and you have to look after it. There are many that don’t care. So plod on. You’ll get there in the end. Good luck.
I'm so sorry you had this frustrating experience, but glad that you managed not to smoke. I hope you have got it sorted by now. have you tried phoning 111? They sometimes have more luck contacting surgeries than we mere patients. Best wishes.
I can really sympathize with you as I have had the same thing happen, you sit on hold for a ridiculous period of time only to have the call terminated, but please don’t do yourself harm to get back at them as you are the only one that pays the price. It seems service all over is declining but health care is by far the most important. Something needs to be done, but I don’t profess to have the answers to fix it, but with an aging population it is putting more strain on the system that can’t keep up now.
We have the same problem here with phones. I feel very insecure about it 😟
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